Conflict Resolution in the Workplace

Conflict Resolution in the Workplace

Rated by learners

Learn effective conflict resolution strategies to foster a harmonious workplace environment. Our comprehensive course equips you with essential skills to navigate conflicts confidently and promote positive interactions among team members. Enroll now to cultivate a culture of collaboration and productivity.

Approved by CPD, Institute of Hospitality & IIRSM

Conflict Resolution in the Workplace is a vital course designed to equip individuals with the essential skills needed to effectively manage and resolve conflicts in professional environments. Throughout this course, participants will delve into the dynamics of workplace conflicts, exploring various conflict resolution models and techniques. From communication strategies to negotiation tactics, learners will gain practical insights into de-escalating tensions and fostering constructive dialogue. Additionally, this course will emphasize the importance of empathy, active listening, and cultural sensitivity in navigating diverse perspectives and resolving conflicts amicably. By the end of the program, participants will emerge with the confidence and competence to address conflicts proactively, fostering a harmonious and productive work environment for all stakeholders.

The Confederation of British Industry estimates that the cost of workplace conflict is around £33 Billion each year. It also estimates that up to 20% of leaders time is spent dealing with conflict and then there are the intangible costs such as reduction in loyalty, commitment, motivation, teamwork and morale.

This course starts by explaining what constitutes conflict in the workplace before moving on to look at some of the most common causes and the effects this can have on the workforce. 

It covers the stages and build up to a workplace conflict and contains several extensive modules that outline conflict resolution techniques that can be applied at any stage of this build up.

As well as the negative impacts of conflict the course also explores how effective management of conflict can result in positive outcomes in the workplace. These can be the development of shared ideas, the ability to reach compromises through increased trust and creating an environment where differences of opinion are celebrated and considered rather than shut down. 

This Conflict Resolution in the Workplace online course is approved by:

CPD certification service :

The CPD certification service helps organisations to formalise their expertise into a structured and recognised approach in learning. This conforms the course content is alilgned to the universally accepted Continuing Professional Development (CPD) guidelines.

Institute of Hospitality:

This is a professional body for managers and aspiring managers working and studying in hospitality, leisure and tourism sectors. The institute helps the managers to become the most demanded manaagers within the industry. This recognition makes this course demanding for accomodation managers, catering managers, chef, conference centre managers, event managers, fast food restaurant managers, hotel managers, public house managers, restaurant managers, retail managers and even for apprentices.


International Institute of Risk and Safety Management(IIRSM)is an independent professional membership organisation for those managing risks of all forms as a part of their job role. The organisation works with representatives from all risk disciplines from compliance, environmental management, health and safety, insurance, quality management and more. They work by championoing risk management through setting standards, providing practical education, training, advice and resources.

By the end of this course, you will be able to:

  1. Identify Sources of Conflict: Recognise the various sources of conflict that commonly arise in the workplace, including differences in communication styles, personalities, goals, and values.

  2. Understand Conflict Dynamics: Gain a deep understanding of the underlying dynamics of conflict, including how it escalates, its impact on individuals and teams, and the importance of addressing it promptly.

  3. Develop Effective Communication Skills: Enhance your communication skills to facilitate constructive dialogue, active listening, and empathy, enabling you to navigate through difficult conversations and resolve conflicts amicably.

  4. Apply Conflict Resolution Strategies: Learn and apply a range of conflict resolution strategies, including negotiation, mediation, and compromise, to reach mutually beneficial solutions and maintain positive working relationships.

  5. Manage Emotional Responses: Develop techniques to manage your own emotions and de-escalate tense situations, as well as support others in managing their emotions during conflicts.

  6. Evaluate Conflict Resolution Outcomes: Learn how to assess the effectiveness of conflict resolution interventions and strategies, and identify areas for improvement to enhance future conflict management practices.

  7. Build Sustainable Relationships: Cultivate skills to build and maintain sustainable working relationships based on trust, understanding, and mutual respect, even in the face of disagreements and conflicts.

  8. Create a Positive Work Environment: Contribute to creating a positive work environment where differences are celebrated, conflicts are addressed constructively, and individuals feel empowered to voice their concerns and contribute to organisational success.

By mastering these competencies, you will be equipped to effectively navigate conflicts in the workplace, promote a culture of collaboration and productivity, and foster stronger relationships among colleagues and teams.

Managers and Team Leaders: Managers and team leaders will gain valuable skills in identifying, managing, and resolving conflicts within their teams. They will learn how to create a supportive and inclusive work environment where conflicts are addressed promptly and constructively, ultimately improving team dynamics and productivity.

Human Resources Professionals: Human resources professionals will enhance their ability to develop and implement effective conflict resolution processes and policies within the organisation. They will learn how to provide support and guidance to employees and managers facing conflicts, and how to foster a culture of open communication and collaboration.

Employees at All Levels: Employees at all levels of the organisation will benefit from learning how to navigate conflicts in the workplace more effectively. They will gain skills in communication, negotiation, and conflict resolution that can help them address issues with colleagues, supervisors, or clients in a constructive manner.

Organisational Development Specialists: Professionals involved in organisational development and change management will find value in understanding the dynamics of conflict and its impact on organisational culture and performance. They will learn strategies for promoting a positive work environment and fostering healthy relationships among employees.

Entrepreneurs and Small Business Owners: Entrepreneurs and small business owners will gain practical skills in managing conflicts within their teams and with external stakeholders. They will learn how to create a culture of collaboration and teamwork that supports the growth and success of their business.

Overall, this course is beneficial for anyone who wants to improve their ability to manage conflicts effectively in the workplace, regardless of their role or level of experience.

Module 1: The Causes and Symptoms of Conflict at Work

Module 2: Resolving Conflict 

Module 3: The Five Conflict Modes  

Module 4: Using the Modes

Module 5: Assertiveness

Module 6: Making Positive Outcomes


At the end of the course there is a multiple-choice exam. The required pass mark for all modules is 70%. It is essential to achieve the requried pass mark to issue a certificate.

Retake information :

You will be given 3 attempts at each module. If a module is failed on the third attempt,
it will become locked and you need to contact us for the module to be
unlocked again. You are only permitted up to 3 extra attempts per

You can take the exam up to 3 times, and if not successful, should repay the course fee and start again.

Course Duration:

45 minutes (Note: This is based on the amount of video content shown and is rounded off.

It does not account in any way for loading time or thinking time on the questions).

After successful completion of the course the learner will achieve a Certification of Completion from Course Central and Achievement Certificate.
Your can order printed course certificate to be delivered by post.  Once successfully the order is placed you can expect the certificates to arrive within 5-7 working days in UK and Europe. For rest of the world it can take upto 12 working days.


This entirely online course can be accessed from any device with the following system specifications:

    Browser: Up to date web browser
    • Video: Up to date video drivers

    • Memory: 1Gb+ RAM

    • Download Speed: Broadband (3Mb+)


Course FAQ

An approved course is a skills based course which has been checked over and approved by an independent awarding body. Approved courses are not regulated so do not result in a qualification. However, the Certificate of Completion and Transcript for the course showing the awarding body’s logo  confirms that you have the best knowledge and skill for the job role.


There are no prerequisites for this course. However, it is advised have at least Level 1 understanding for a Level 2 course  and  a Level 2 understanding for a Level 3 course. This helps to contextualise the content delivered through the course and ensure effective learning.

Having a minimum literacy, numeracy, English  as the course content in mainly in Enfglish.

A basic understanding of how to use a website through your device to access, attend and complete assessments will benefit the user.


Your course will be assigned to you within 24 hours upon successful completion of your purchase.

CPD is your Continuous Professional Development, an investment you make in yourself. It helps to keep your skills and knowledge up to date to prepare yourself for the greater responsibilities you want. We have a range of CPD courses for you to complete online.

Once you achive 70% pass mark for all modules you’ll be able to see your digital certificate straightaway. We can email you the digital certificate within 24 hours. It is essential to achieve the requried pass mark to issue a certificate.

You can take the exam up to 3 times, and if not successful, should repay the course fee and start again.

We also have option for you to order printed course certificate to be delivered by post to your work or home address.  Once successfully the order is placed you can expect the certificates to arrive within 5-7 working days in UK and Europe. For rest of the world it can take upto 12 working days.

You can always buy this course for your team members. Please let us know about your business training needs. You also gift this course to your family and friends. Just let us know after successful purchase of the course.

This course will aid refresher training. It will give evidence of an understanding for staff induction. It will evidence awareness and improve your knowledge supporting your current skillset.

How this course works?

Step 1: Purchase and payment
Choose all necessary courses and follow our checkout process to pay using your Debit or Credit card.

Step 2: Course Access

Upon successful payment, please look for an email from [email protected] for your course access detail. For single-course purchases, you'll have unique access details. When you purchase more courses, they will be added to your account.
If you purchase multiple courses for your team, all the access details will be emailed to the team members.

Step 3: Certificate

Once you complete your course, you'll receive a PDF certificate instantly. However, you can order the printed certificate, and we will send a hard copy of your certificate to your UK postal address. This might take 5-7 working days, although we will try to deliver it as soon as possible.

Please note: if your company pays by invoice, we can only issue certificates after your order has been fully paid.

Step 4: Support

Our friendly Learner support team is happy to help at any stage of your course. Call us on 0203 488 1760 (Mon - Fri: 10 pm - 4 pm | Excluding Bank Holidays) or contact [email protected]. Alternatively, have a look into our support page for useful information and guidance to complete your course.

What others say about this course:

Samantha Briggs
Samantha BriggsMakes me feel more confident
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Love that I can log in and out when I want to complete the course and can go back to re learn when and if needed. Course central makes me feel relaxed and at eased and gives me more confidence in knowing I can learn at my own pace. Highly recommended course central and can't wait to choose what course to do next.
A.Good quality trainings
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Good quality trainings are available. Ideal if you want to learn something new for a reasonable price.