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Online course|
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80 Credits

Mastering Conflict Management with Behavioural Science

Practical online conflict management training to handle difficult conversations, resolve workplace conflict and build stronger teams.

★★★★★4.9(1,008 reviews)
✓Curriculum Reviewed & CPD-Accredited by Expert Faculty
★ BEST SELLER|
⏱Self-paced learning
|📚6 modules · 44 lectures
|⏱️2 Hours

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Mastering Conflict Management with Behavioural Science

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Course Overview

Workplace conflict rarely begins with a major confrontation. It often develops through miscommunication, competing priorities, unclear expectations, differences in working styles, perceived unfairness or conversations that are avoided for too long.

Mastering Conflict Management with Behavioural Science is a practical, CPD-accredited online course designed to help professionals understand why workplace conflict develops and respond to it constructively before it damages relationships, team performance or organisational culture.

Across 6 modules and 48 lectures, the course explores the psychology and behavioural dynamics behind disagreement, including how people respond when they feel challenged, threatened or misunderstood. Learners examine different sources and stages of conflict and develop practical techniques for approaching difficult conversations with greater confidence and control.

The programme introduces recognised conflict-management approaches, including the Thomas-Kilmann Conflict Mode Instrument (TKI), alongside active listening, communication, de-escalation, mediation and conflict risk-assessment techniques.

Rather than treating conflict management as simply finding the right words to say, the course considers the behaviours, perceptions and interpersonal dynamics that influence how people react under pressure.

Through workplace examples and practical scenarios, learners develop skills to:

·      recognise common causes and early warning signs of workplace conflict;

·      understand different conflict-management styles and when they may be appropriate;

·      communicate effectively when emotions or tensions are elevated;

·      use active listening and questioning to understand different perspectives;

·      de-escalate challenging conversations before they become more serious;

·      approach difficult conversations in a structured and professional way;

·      support constructive negotiation and mediation;

·      identify recurring causes of conflict rather than repeatedly addressing symptoms; 

·      develop preventative approaches that support healthier working relationships.

The course is self-paced, approximately two hours in duration and available online, making it suitable both for individual professional development and organisational learning.

On successful completion, learners receive a Certified CPD certificate of completion providing evidence of their continuing professional development.

 

What You'll Learn

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Define various types of workplace conflict and understand their root causes
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Recognise early warning signs and stages of conflict escalation
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Apply active listening and clear communication to diffuse tense situations
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Use proven frameworks (e.g. Thomas-Kilmann Model, risk-assessment methods) to address conflicts
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Develop de-escalation strategies and mediation techniques for lasting resolution
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Design preventative practices and interventions to reduce future conflict occurrences

Learner's Review

4.91008 reviews
  • 5 stars
    88 %
  • 4 stars
    12 %
  • 3 stars
    0 %
  • 2 stars
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"Before taking this course, I often felt caught off guard by sudden disagreements and struggled to keep team dynamics positive. The training has helped me immensely to manage conflict, teaching me to spot early signs and how to use structured communication to guide disputes towards productive desired outcomes. The tools and models, especially on de-escalation and mediation, proved useful in team meetings. Now, I’m more confident in having difficult conversations and maintaining a harmonious work environment. I highly recommend this course to anyone looking to elevate their conflict-resolution skills."

5Emily C - Bristol, UK
2025-08-29

Who Is This Course For?

This course is designed for professionals who need to manage disagreement, difficult conversations or challenging workplace relationships as part of their role.

It is particularly relevant for:

·      Managers and team leaders responsible for addressing disagreements, performance concerns and tensions within teams;

·      New and aspiring managers who want greater confidence when approaching difficult conversations;

·      HR and people professionals supporting employees and managers with workplace conflict;

·      Project and operational managers working across teams where competing priorities can create disagreement;

·      Supervisors and frontline managers responsible for maintaining effective working relationships;

·      Consultants, coaches and learning professionals who support individuals or teams experiencing conflict;

·      Customer-facing professionals who regularly manage challenging conversations or emotionally charged situations; 

·      Employees at any career level who want to improve communication, assertiveness and their ability to respond constructively to disagreement.

No previous conflict-management or behavioural-science training is required.

The programme is suitable across sectors because it focuses on transferable workplace skills rather than a single profession or industry.

It is particularly useful for professionals preparing for greater leadership or people-management responsibility, where the ability to handle disagreement constructively becomes increasingly important.


This Course Includes

  • Available Across Devices feature iconAvailable Across Devices
  • Certificate of completion feature iconCertificate of completion
  • 2hr on-demand course completion feature icon2hr on-demand course completion
6 modules | 44 lectures

Course Content

Frequently Asked Questions

What is workplace conflict management?

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Workplace conflict management is the process of recognising, addressing and resolving disagreements between individuals or groups in a constructive way. Effective conflict management involves understanding the causes of disagreement, communicating clearly, listening to different perspectives, managing emotional responses and identifying practical ways forward. The aim is not necessarily to eliminate disagreement. Constructive disagreement can improve decision-making and encourage different perspectives. Conflict management focuses on preventing disagreement from becoming damaging or disruptive.

What will I learn on this conflict management course?

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You will learn how workplace conflict develops, how to recognise early signs of escalation and how different people respond to disagreement. The course covers conflict-management styles, active listening, communication techniques, difficult conversations, de-escalation, mediation, negotiation and approaches for preventing recurring workplace conflict. Learners also explore recognised approaches including the Thomas-Kilmann conflict-management model.

What is the Thomas-Kilmann conflict model?

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The Thomas-Kilmann model describes five common approaches people may use when dealing with conflict: competing, collaborating, compromising, avoiding and accommodating. Different approaches can be appropriate in different circumstances. Understanding these styles can help professionals recognise their own tendencies and choose a more appropriate response depending on the situation. The course explores how conflict-management styles can influence workplace interactions and resolution strategies.

Is this conflict management course suitable for managers?

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Yes. The course is particularly relevant to managers, supervisors and team leaders because managing disagreement and difficult conversations is an important part of people management. It can help managers recognise developing conflict, approach challenging conversations more systematically and respond to disagreements without unnecessarily escalating the situation. It is also suitable for employees preparing for their first management or leadership position.

Is this course suitable for HR professionals?

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Yes. HR and people professionals can use the course to strengthen their understanding of workplace conflict, communication, mediation and conflict-resolution approaches. However, the course is professional development training and should not be treated as a substitute for specialist employment-law advice, formal mediation qualifications or an organisation's disciplinary and grievance procedures.

Can this course help me handle difficult conversations at work?

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Yes. Difficult conversations are an important part of conflict management. The course explores techniques including active listening, questioning, communication, emotional awareness and de-escalation that can help professionals approach challenging conversations more calmly and constructively. These techniques can be useful when discussing performance concerns, behaviour, competing priorities, misunderstandings or disagreements between colleagues.

What is the difference between conflict management and conflict resolution?

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Conflict management is the broader process of recognising, containing and responding constructively to disagreement. Conflict resolution focuses more specifically on resolving the underlying issue between the people or groups involved. Not every workplace disagreement can be completely resolved. In some circumstances, effective management of the disagreement and establishment of appropriate boundaries or working arrangements may be the more realistic objective.

What causes conflict in the workplace?

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Workplace conflict can have many causes, including poor communication, unclear responsibilities, competing priorities, different working styles, organisational change, workload pressures, personality differences and perceptions of unfair treatment. Conflict can also escalate when concerns are ignored or difficult conversations are repeatedly postponed. Understanding the underlying cause is therefore an important part of deciding how a conflict should be managed.

What are the early warning signs of workplace conflict?

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Early signs can include communication becoming defensive or unusually limited, repeated disagreements, avoidance between colleagues, declining cooperation, complaints, changes in behaviour, increased tension during meetings or disagreements becoming personalised rather than focused on the issue. Recognising these signals early can make it easier to address concerns before positions become entrenched.

What are some effective workplace conflict resolution techniques?

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Common techniques include active listening, asking open questions, clarifying the issue, separating facts from assumptions, acknowledging different perspectives, identifying shared interests, establishing appropriate boundaries and agreeing practical actions. More complex disputes may require structured mediation, HR involvement or formal organisational procedures. The appropriate response depends on the nature and seriousness of the conflict.

Does conflict management mean avoiding disagreement?

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No. Effective conflict management does not mean avoiding disagreement or trying to keep everyone happy. Healthy professional disagreement can challenge assumptions, expose risks and improve decisions. The objective is to prevent disagreement becoming personal, destructive or disruptive and to create an environment where different views can be discussed professionally.

Can conflict management improve team performance?

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Effective conflict management can support stronger communication, trust and collaboration within teams. When disagreements are addressed constructively, teams are better able to discuss problems openly, understand different perspectives and concentrate on solving the issue rather than allowing interpersonal tension to dominate the relationship.

Is this conflict management course CPD accredited?

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Yes. Mastering Conflict Management with Behavioural Science is a CPD-accredited professional development course delivered by Certified CPD. The curriculum has been reviewed through Certified CPD's quality-assurance process and learners receive a certificate of completion after successfully completing the programme.

How long does the conflict management course take?

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The course contains 6 modules and 48 lectures and takes approximately two hours to complete. It is delivered online and is self-paced, allowing learners to complete the training around their existing professional commitments.

Do I receive a certificate after completing the course?

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Yes. Learners who successfully complete the course receive a Certified CPD certificate of completion that can be used as evidence of continuing professional development.

Do I need previous management experience?

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No. There are no prerequisite management qualifications or previous conflict-management training requirements. The course is suitable both for experienced managers and professionals who are beginning to take on supervisory, leadership or people-management responsibilities.

Can organisations use this course for staff training?

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Yes. The course can be used as part of an organisation's wider learning and development programme for managers, supervisors, HR teams and employees. Organisations may also use conflict-management training alongside leadership, communication, employee wellbeing and management-development programmes.

Is an online conflict management course enough to become a professional mediator?

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No. This course develops practical workplace conflict-management skills but does not qualify someone as a professional or legally recognised mediator. Anyone intending to practise professionally as a mediator should check the qualification, accreditation and professional requirements applicable to their role and jurisdiction.
Have more general questions about CPD accreditation or certification?Explore Knowledge Base →

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