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    Conflict Management

    BY
    Great Learning

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    Lavel

    Beginner

    Mode

    Online

    Fees

    Free

    Quick Facts

    particular details
    Medium of instructions English
    Mode of learning Self study
    Mode of Delivery Video and Text Based

    Course and certificate fees

    Type of course

    Free

    certificate availability

    Yes

    certificate providing authority

    Great Learning

    The syllabus

    Module 1 - Conflict Management ROI:

    Functional vs. Dysfunctional Friction
    • Define conflict not as failure, but as a catalyst for growth. Distinguish between Functional Conflict (improves decision quality) and Dysfunctional Conflict(hinders performance), and calculate the ROI of effective resolution. 

    Module 2 - The Conflict Lifecycle:

    Latency, Escalation, and De-escalation
    • Analyze the Stages of Conflict: Latent (potential), Perceived (awareness), Felt (emotional), Manifest (behavioral), and Aftermath. Identify Early Warning Signsto intervene before escalation occurs.

    Module 3 - Jehn’s Conflict Model:

    Task, Relationship, and Process Conflict
    • Categorize disputes using Jehn's Model: Task Conflict (disagreement on goals), Process Conflict (disagreement on methods), and Relationship Conflict(interpersonal incompatibility). Identify which types improve innovation vs. those that destroy culture.

    Module 4 - Impact Analysis:

    Psychological Safety and Groupthink
    • Assess the dual impact of conflict. Positive: Prevents Groupthink and stimulates creativity. Negative: Erodes Psychological Safety and increases cognitive load.

    Module 5 - Managerial Intervention:

    Facilitation, Mediation, and Arbitration
    • Determine the intervention level based on conflict intensity. Choose between Facilitation (guiding dialogue), Mediation (structured negotiation), or Arbitration (binding decision) to resolve deadlocks.

    Module 6 - Resolution Toolkit:

    Active Listening, "I" Statements, and EQ
    • De-escalate volatility using Active Listening (paraphrasing), Reframing(shifting perspective), and Emotional Intelligence (EQ). Use "I" Statements(e.g., "I feel X when Y") to assert needs without triggering defensiveness.

    Module 7 - Root Cause Analysis:

    Scarcity, Role Ambiguity, and Values
    • Diagnose the source of friction: Resource Scarcity, Goal Incompatibility, Role Ambiguity, or Value Clashes. Use the "5 Whys" technique to uncover underlying systemic issues.

    Module 8 - Thomas-Kilmann Instrument (TKI):

    The 5 Conflict Styles
    • Apply the Thomas-Kilmann matrix based on Assertiveness vs. Cooperativeness: Competing (Win-Lose), Collaborating(Win-Win), Compromising (Lose-Lose), Avoiding, and Accommodating.

    Module 9 - The Collaborative Method:

    Interest-Based Relational (IBR) Approach
    • Execute the IBR Approach: Separate the people from the problem. Focus on Interests not Positions. Brainstorm mutual options to achieve a Win-Winoutcome.

    Module 10 - Conflict Prevention:

    Team Charters and Norm Setting

    Module 11 - Course Review:

    Building a Conflict-Resilient Culture
    • Synthesize the Conflict Resolution Framework. Review the checklist for diagnosing conflict types, selecting the TKI style, and executing the resolution dialogue.

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