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Workplace Communication: Conflict Management (Online at your own pace)


Adult Enrichment / Business & Consumer -
Online Certificates and Courses 2026

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.

Courses are online and asynchronous, meaning students may login to the classroom anytime during the course session, day or night, 24/7. For more information, go to our Online Professional Development Certificates & Courses FAQ


Class details:

Conflict Management
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


Instructor

William A Draves


William A. Draves, CAE, is a chief executive officer of his organization, a Certified Association Executive, leader in his field, and acclaimed futurist.


In 2000 he and his colleague, Julie Coates, laid out nine shifts that would happen by 2020, in their book Nine Shift: Work, life and education in the 21st Century.
The BBC flew their global business reporter from China to their home to interview them for a half-hour program that aired worldwide to millions.
Draves has been in management and leadership positions in a variety of work and volunteer situations. He has taught online for over twenty years, including teaching at the graduate level. With a particular interest in mentoring young people, he teaches a variety of leadership courses. He has been interviewed by Wired.com, The New York Times, NPR, NBC Nightly News, Washington Post, Virtual University News, Chronicle of Higher Education and other national media. Draves has spoken around the world, including Japan, Russia, Australia, Germany, Slovenia, Mexico, England and throughout Canada and the U.S. His TED talk has been heard by thousands

William A Draves


William A. Draves, CAE, is a chief executive officer of his organization, a Certified Association Executive, leader in his field, and acclaimed futurist.


In 2000 he and his colleague, Julie Coates, laid out nine shifts that would happen by 2020, in their book Nine Shift: Work, life and education in the 21st Century.
The BBC flew their global business reporter from China to their home to interview them for a half-hour program that aired worldwide to millions.
Draves has been in management and leadership positions in a variety of work and volunteer situations. He has taught online for over twenty years, including teaching at the graduate level. With a particular interest in mentoring young people, he teaches a variety of leadership courses. He has been interviewed by Wired.com, The New York Times, NPR, NBC Nightly News, Washington Post, Virtual University News, Chronicle of Higher Education and other national media. Draves has spoken around the world, including Japan, Russia, Australia, Germany, Slovenia, Mexico, England and throughout Canada and the U.S. His TED talk has been heard by thousands

Sally Klauss


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.

OE-21161a-ugc-W26

  Sally Klauss , William A Draves


Online
Sun-Sat, Feb 2 - Feb 27
12:01 AM - 11:59 PM

Su
M
Tu
W
Th
F
Sa

Min Age   18 yr.

Price: $ 245 00
OE-21161b-ugc-S26

  Sally Klauss , William A Draves


Online
Sun-Sat, Apr 6 - May 1
12:01 AM - 11:59 PM

Su
M
Tu
W
Th
F
Sa

Min Age   18 yr.

Price: $ 245 00
Registration begins  
Mar. 18th at 9:00 AM
OE-21161c-ugc-SU26

  Sally Klauss , William A Draves


Online
Sun-Sat, Jun 1 - Jun 26
12:01 AM - 11:59 PM

Su
M
Tu
W
Th
F
Sa

Min Age   18 yr.

Price: $ 245 00
Registration begins  
Mar. 18th at 9:00 AM
OE-21161d-ugc-F26

  Sally Klauss , William A Draves


Online
Mon-Sat, Sep 8 - Oct 2
12:01 AM - 11:59 PM

Su
M
Tu
W
Th
F
Sa

Min Age   18 yr.

Price: $ 595 00
Registration begins  
Aug. 26th at 9:00 AM