A recent study conducted by the American Management Association (AMA) revealed that the average manager spends more than 20 percent of their day engaged in or reacting to a conflict situation. This study also identified that out of twenty-five management skills, conflict management was the only one positively correlated to higher earnings and promotion.
   Discover a workable conflict management model, discuss case studies in conflict management, and then take away successful conflict management strategies to apply in your workplace.
One-month, Sally Klauss, instructor.  24 hours of time is suggested for this course for maximum learning. 
Unit 1
Understanding Conflict
- Definition of conflict.
- The up side of conflict.
- Describe performance expectations related to conflict.
Unit 2
Understanding the Conflict Management Model
-Using the model
-Dialog for a conflict conversation
-When to take action and address a conflict situation
Unit 3
Conflict Management Case Studies
-Review of real world cases
-Analyze and evaluate the cases
Unit 4
Strategies for success
-Creating a standard of performance
-Creating your own dialog
-Applying the model

Question MarkAbout online learning

Online learning is a fun, enjoyable and very productive way to learn. Millions of people are learning online each year. You will engage with the instructor and other participants. You will get to know your instructor and other participants. You may make friends.  It’s easy. It’s fun. 

GearsHow the Course Works

It is easy to participate in your online course. After you register, you will be given a web address to go to get into your online classroom.  You will have a password and use your email address and password to gain access.

Once inside the online classroom, here’s what you can expect.

CalendarParticipate when you want

You can participate any time of day or evening. The online classroom is open 24 hours a day, 7 days a week.
There are no live real-time requirements or meetings. You decide when you participate.
For the best learning, participants should log into the course on 2-3 different days of the week.

ChecklistWhat you will do

For each Unit, you will:

  • Read the print readings (about 20 pages a week)
  • Have the option of accessing the online readings
  • Listen to the audio presentation for the Unit and view the slides
  • Have the option of taking a self-quiz to see how much you have learned
  • Engage in written online discussion with your instructor and other participants

For best learning, you should make one or more comments at 2-3 different times each week.
The content (readings, audio lectures, slides) and self quizzes are accessible for the entire course, so you can work ahead, or go back and review again, at your convenience.


The Discussion for each Unit lasts one week. All comments are made in writing and can be made at any time of the day or night.

Your instructor will log into the Discussion area at least once a day and answer questions, make comments, and respond to comments by you and the other participants.

We encourage you to make 2-3 comments each week to maximize your learning and enjoyment of the course.

It’s easy. It’s fun.

Next offering(s):

Collaborative Management
July 1 - 26
October 7 - November 1

Conflict Management
June 3 - 28
September 3 - 28

Using Personality Profiles for Better Work Performance
June 3 - 28
August 5 - 30
November 4 - 29

Add Certificate To Cart
$595.0000 USD
$245 USD
Ave. hours 24; 2.4 CEUs/ILUs

About Your Instructor
Your instructor, Sally Klauss, MBA, CPCC, has an extensive background in management, employee training and development, total quality management and business management. She is also a leadership coach specializing in management development. Klauss is a popular online instructor teaching several other courses as well. 

What some students say:

Great ideas and examples for dealing with conflict! -Teresa D Arcy, Saskatoon, SK

Directional ArrowsCourse Objectives
  •   Improve your ability to identify, address, and manage conflict situations.
  •   Improve your effectiveness through understanding of the four steps for addressing conflict.
  •   Understand why conflict is important and how it can enhance performance.
Puzzle PiecesCourse Outcomes
  • Understand when conflict is productive and useful for a team.
  • Learn how to identify and determine when to step in to resolve a conflict situation.
  • Understand how to communicate using the Conflict Management Model.
  • Understand how to create accountability for job performance.
  • Understand how to link employee behaviors to the job performance.
  • Learn how to be more effective in your relationships with your team.
Completion Requirements