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Managing Conflict in the Workplace

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Date Developed: Unknown. Source: South Central Public Health Partnership. Presenter(s): Tim Keogh, PhD. Type: Video Course. Level: Intermediate Advanced. Length: 120 minutes.


This course has two modules, the first discussing the difference between aggressive and assertive behavior and various behavior styles. The instructor also concentrates on the concept of “style-flexing” and planning for conversation with employees. Module two focuses on arguing, the basics of principled negotiation, managing emotions, and listening with judgment. The course also includes a video vignette case study with corresponding PDF questions, as well as a PDF case study with answers. A multiple choice exam is available to test comprehension of the material.

Learning Objectives

• Identify the 6 keys to managing conflict in the workplace.

• List some root causes of workplace conflicts.

• Identify the fundamentals of principled negotiations.

• Describe the four steps for managing workplace conflict.

• List the steps to take when planning for a conversation about conflict.

• State the difference between assertive and aggressive behavior.

• Explain the value of the “long term relationship” in managing workplace conflict.

• Describe how the four style preferences react to conflict.

• Explain the techniques of good listening skills for managing workplace conflict.

Special Instructions

Registration to the South Central Public Health Partnership is required. For new users it will take one weekday to receive an access email. If you are registered in TRAIN, login using that username and password. Click on “Course Offerings” and search for “Managing Conflict in the Workplace.” [Note: videos may not be compatible with Macs].

This project is supported by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) under grant number UE8MC25742; MCH Navigator for $225,000/year. This information or content and conclusions are those of the author and should not be construed as the official position or policy of, nor should any endorsements be inferred by HRSA, HHS or the U.S. Government.