Course Description

A recent study conducted by the American Management Association (AMA) revealed that the average manager spends more than 20 percent of their day engaged in or reacting to a conflict situation. This study also identified that out of twenty-five management skills, conflict management was the only one positively correlated to higher earnings and promotion. Discover a workable conflict management model, discuss case studies in conflict management, and then take away successful conflict management strategies to apply in your workplace. No discounts apply to online courses.

Course Outline

Unit 1: Understanding Conflict

  • Definition of conflict.
  • The up side of conflict.
  • Describe performance expectations related to conflict.

Unit 2: Understanding the Conflict Management Model

  • Using the model
  • Dialog for a conflict conversation
  • When to take action and address a conflict situation

Unit 3: Conflict Management Case Studies

  • Review of real world cases
  • Analyze and evaluate the cases

Unit 4: Strategies for success

  • Creating a standard of performance
  • Creating your own dialog
  • Applying the model

Learner Outcomes

Course outcomes

  • Understand when conflict is productive and useful for a team.
  • Learn how to identify and determine when to step in to resolve a conflict situation.
  • Understand how to communicate using the Conflict Management Model.
  • Understand how to create accountability for job performance.
  • Understand how to link employee behaviors to the job performance.
  • Learn how to be more effective in your relationships with your team.

Course objectives

  • Improve your ability to identify, address, and manage conflict situations.
  • Improve your effectiveness through understanding of the four steps for addressing conflict.
  • Understand why conflict is important and how it can enhance performance.


Instructor: Sally Klauss, MBA, CPCC, has an extensive background in management, employee training and development, total quality management and business management. She is also a leadership coach specializing in management development. Klauss is a popular online instructor teaching several other courses as well.

This Online Course is Self-Paced (with a confirmed start date and confirmed end date). 

Cancellation, Withdrawal and Refund Policy: A participant who withdraws from a non-credit course, in writing, up to one-week prior to the starting date of the course, will receive a refund, minus a $25 withdrawal fee; for all certificate programs the withdrawal fee is $50. For courses costing $75 or less, the withdrawal fee is $10 per course. No refunds will be given after that time. E-mail your withdrawal request to: ncce@temple.edu. Please note that if you do not officially withdrawal from a course and you do not attend the course, you are still responsible for payment. Temple University reserves the right to cancel a course for any reason. If the course is cancelled, you will be notified, and your entire tuition will be refunded. For more information contact us at ncce@temple.edu or 267-468-8500.

Applies Towards the Following Certificates

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