Conflict Management Essentials

位教师： Amber Vanderburg 另外 1 个

包含在 Coursera Plus • 了解更多 中

11 条评论

推荐体验

11 条评论

推荐体验

您将学到什么

Apply practical techniques to manage emotional triggers and maintain composure in high-stress interactions.

Use empathy-driven communication to understand both the facts and feelings behind conflict situations.

Deliver and receive feedback constructively, fostering a growth-oriented and collaborative team environment.

Identify and address trust breakdowns by distinguishing between character and competence gaps.

您将获得的技能

Communication

Empathy

Advocacy

Constructive Feedback

Active Listening

Composure

要了解的详细信息

添加到您的领英档案

1 项作业

了解顶级公司的员工如何掌握热门技能

该课程共有2个模块

This course provides essential conflict management skills for navigating workplace tensions with clarity, empathy, and professionalism.

Designed for business professionals, it offers practical techniques to remain composed during high-stress interactions, identify root causes of conflict, and respond with emotional intelligence.

Learners will explore how to give and receive feedback effectively, set healthy boundaries, and de-escalate challenging conversations without undermining team cohesion.

Emphasis is placed on respectful self-advocacy, active listening, and fostering psychological safety in diverse work environments.

By the end of the course, participants will be equipped to handle conflict constructively and contribute to resilient, high-performing teams grounded in accountability and mutual respect.

Course Introduction

In this course, you’ll explore the psychological and behavioral foundations of workplace conflict and discover how to manage it with calm, clarity, and empathy.

You’ll unpack the emotional triggers behind confrontations, decode how to listen beyond words, and apply actionable tools to de-escalate tension while preserving trust.

With real-world strategies rooted in communication science and emotional intelligence, you’ll master techniques to give and receive feedback, assert boundaries, and foster resilient team dynamics.

By the end, you’ll be equipped to defuse conflict with professionalism, turn tough conversations into growth opportunities, and cultivate a culture of respect and accountability.

涵盖的内容

1篇阅读材料

Welcome to the Course: Course Overview • 5分钟

Emotional Control & De-Escalation in Workplace Conflicts

In this module, you’ll explore the emotional and interpersonal dynamics that drive workplace conflict and discover science-backed techniques to manage them with clarity and calm.

You’ll examine how stress responses are triggered, how empathy can lower tension instantly, and how brief pauses can prevent escalation.You’ll uncover proven de-escalation tactics that help redirect conversations toward solutions, even in high-pressure situations.

Finally, you’ll apply actionable strategies to manage your own emotional responses, strengthen team trust, and stay grounded in moments that matter most.

涵盖的内容

15个视频 1个作业

How to Stay Calm When Customers Explode • 2分钟

The Power of Empathy: Understanding Fact and Feeling • 2分钟

The Power of the Pause • 2分钟

When a Teammate Snaps at You: What to Say Next • 2分钟

How to Take Tough Feedback • 1分钟

How to Give Effective Feedback • 1分钟

Handling Personal Attacks Professionally • 2分钟

Elements of Trust • 1分钟

Disagree with Your Supervisor…Without Getting Fired • 2分钟

Stop Gossip Before It Wrecks Your Team • 1分钟

How to Say “That’s Not Okay” When Lines Are Crossed • 2分钟

Use This 3-Part Script to Move Forward from Tough Situations • 2分钟

When You’re Wrong • 1分钟

Navigating Team Stress • 2分钟

Advocating for Yourself • 2分钟

Emotional Control & De-Escalation in Workplace Conflicts • 20分钟

位教师

提供方

从 Leadership and Management 浏览更多内容

U University of California, Irvine Conflict Resolution Skills 课程 状态：免费试用 免费试用

E EDUCBA Workplace Conflict Resolution Skills 课程 类别：预览 预览

P Packt Managing Conflict 课程 状态：免费试用 免费试用

A Arizona State University Professional Skills: Managing Conflict 课程 状态：免费试用 免费试用

人们为什么选择 Coursera 来帮助自己实现职业发展

Felipe M.

Jennifer J.

Larry W.

Chaitanya A.

学生评论

11 条评论

5 星 81.81%

4 星 18.18%

3 星 0%

2 星 0%

1 星 0%

显示 3/11 个

已于 Apr 28, 2026审阅

Good content in self awareness and handling challenging situations.

是什么让您今天来到 Coursera？

开始我的职业生涯

改变我的职业生涯

在我目前的岗位上成长

拓展工作外领域

通过订阅解锁 10,000 多门课程的访问权限 开始试用

通过在线学位推动您的职业生涯 获取世界一流大学的学位 - 100% 在线 探索学位

加入全球超过 4,700 家选择 Coursera for Business 的公司 了解更多

常见问题

When will I have access to the lectures and assignments?

To access course materials, assignments, and earn a Certificate, you'll need to purchase the Certificate experience when you enroll in a course.Eligible learners may also have the option to start with a Free Trial.Some courses may also offer a Full Course, No Certificate option.

This lets you access course materials, submit required assessments, and receive a final grade, but you won't be able to earn or purchase a Certificate.

What will I get if I purchase the Certificate?

When you purchase a Certificate you get access to all course materials, including graded assignments.Upon completing the course, your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.

Is financial aid available?

Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

更多问题

提供助学金， 了解详情