Conflict Management


Any work situation involves juggling diverse tasks and interacting with a variety of different people. Sometimes, the "personal" side of dealing with differences in opinion can be stressful- and even harmful if you don't handle issues in a respectful way. This course reviews the sources of potential conflict in the workplace along with effective conflict resolution strategies you can use to keep your work environment productive and professional.


Hours: 1.50


Certificates provided by accrediting body (4 Match)

Georgia Paraprofessionals


Washington State Department of Social and Health Services (ALL Direct Care Workers)


Relias Learning, LLC is approved as a Curriculum Developer by the Washington State Department of Social and Health Services. This activity is approved for 1.50 contact hours for all WA State Direct Care Workers. Training Provider Code: WA0624. CE Approval Code: CO1511113

American Health Information Management Association


This course has been approved by AHIMA for 1.50 CEUs.

Non-Licensed Direct Care (DSP, HHA, CNA, DCW, PCA, IHA, NA)


Course Details

Course Code: REL-CV-0-CM
Hours: 1.5
Type: Online Course
Content Expiration Date: 10/31/2018
Learning Objectives:
Describe sources of potential conflict.
Identify the stages of conflict.
Recognize and use different approaches for handling conflict effectively.

Section 1: Introduction A. About This Course B. Learning Objectives Section 2: Reasons for Conflict A. Meet Charlie, Amanda, and David B. Why Does Conflict Occur? C. A-P-P-E-A-R D. Ambiguity E. Review F. People (Others) G. Culture H. Gender I. Personality and Temperament J. Different Strokes for Different Folks K. Interpersonal Factors L. Intrapersonal Conflict M. Expectations N. Aggression O. Resources P. Review Q. What Do You Think? R. Summary Section 3: Conflict Resolution Strategies A. Stages of Conflict B. Positive Conflict? C. What Do You Think? D. Problem Solving: Conflict Resolution Styles E. Meet Andre F. Resolution Dynamics G. Problem Solving H. Fisher, Patton, and Ury – Negotiation Model I. What Do You Think? J. Cool-Down Strategies K. Summary Section 4: Conclusion A. Summary B. References

Instructor: David A. Winter
Mr. Winter received his MBA from the University of Richmond and his BA in Psychology from the University of Virginia. He is certified as a Senior Professional in Human Resources by the HR Certification Institute and the Society for Human Resource Management. Mr. Winter has more than 30 years of experience as a human resources practitioner, and has served as an HR executive in a variety of business settings, including service and manufacturing companies in both domestic and international settings. He is currently the president of an HR consulting firm focused on HR strategy and leadership, organizational and individual development, and coaching and training. Disclosure: David A. Winter has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Target Audience:
The target audience for this course is: entry, intermediate, and advanced level General Staff; in the following settings: All Healthcare Settings.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form ( or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support by calling (800) 381-2321 or emailing