What you’ll learn

• Recognise sources and patterns of workplace conflict and diagnose root causes.
• Apply Emotional Intelligence (EI) to de-escalate, negotiate, and rebuild trust.
• Use structured analysis and templates to plan and document resolutions.
• Translate conflict into continuous improvement and stronger team performance.

Who this course is for

• Supervisors, team leads, HR/People Ops, and compliance practitioners.
• Client-facing professionals and coordinators managing tough conversations.
• Graduates and new starters who want confident workplace communication.

Delivery & duration

• Self-paced micro-lessons with short knowledge checks.
• Four practical uploads using provided templates with facilitator feedback.
• Maximum duration: 10 days from enrolment.

Course structure

• Module 1: Sources of Conflict
• Module 2: Conflict Analysis & Profiling
• Module 3: Applying Emotional Intelligence (EI)
• Module 4: Consequences & Impact Assessment
• Module 5: Strategies & Resolution Planning
• Module 6: Communication & Negotiation
• Module 7: The Conflict Resolution Report

Practical components

• Task 1: Identify sources and context of a real or simulated conflict.
• Task 2: Profile the conflict (parties, issues, causes, triggers).
• Task 3: Apply EI techniques to manage and de-escalate.
• Task 4: Analyse consequences and propose actions.

Assessment

• Knowledge checks embedded in modules (short quizzes).
• Graded practical uploads using the provided templates.
• Integrated Summative Assessment (ISA): a capstone task that synthesises theory and practice into a single submission aligned to workplace application.
• Successful completion requires passing knowledge checks, all practical tasks, and the ISA.