Full course description
2.5 Hours
Self-Paced
Earn a Certificate
Course Overview
In today’s complex workplaces, unresolved or poorly managed conflict can erode trust, damage relationships and expose organizations to legal, cultural and operational risk. Workplace Conflict Resolution: Advanced Conflict Diagnosis goes beyond basic communication skills to help you understand why conflicts arise and how to intervene with purpose and precision.
Discover proven frameworks to diagnose conflict accurately, uncover underlying interests and assess power dynamics before disputes escalate. Through practical examples and applied tools, you will learn how to distinguish positions from interests, evaluate competing needs and select negotiation approaches that reduce defensiveness and promote collaboration.
Designed for professionals across industries, this noncredit course allows you to build high‑impact negotiation and conflict management skills on your own schedule while earning SHRM‑BASK and potential CLE credit.
Required Text:
Getting to Yes: Negotiating Agreement Without Giving In (3rd edition, 2011) by Roger Fisher, William L. Ury, Bruce Patton
ISBN-13: 9780143118756
Publisher: Penguin Publishing Group
Publication date: 05/03/2011
Participants will need to purchase this book independently.
Who Should Enroll
This noncredit course is ideal for:
-
- HR Professionals and people managers
- Managers and team leaders
- Healthcare, legal and business professionals
- Compliance professionals and consultants
- Anyone responsible for addressing workplace complaints or employee concerns
No prior leadership or HR training is required. Open to learners from all industries and backgrounds.
Course Instructor
Denise M. Hill, JD, MPA
Denise M. Hill is an attorney, mediator and educator with decades of experience in conflict resolution, negotiation and alternative dispute resolution. She is an attorney with the Whitfield & Eddy Law Firm, where her practice focuses on ADR, health, employment, administrative and corporate law.
Trained in interest‑based negotiation by the Federal Mediation and Conciliation Service, Denise is certified by the International Society of Alternative Dispute Resolvers and the American Health Law Association Dispute Resolution Service. She helps individuals and organizations prevent, manage and resolve complex conflict through ethical decision‑making, value creation and durable agreements.
Denise has taught negotiation and conflict resolution for more than 20 years at Creighton University School of Law, Drake University and Des Moines University. A nationally recognized speaker, author and President of the American Academy of ADR Attorneys, she is known for her practical, principled approach to resolving workplace conflict.
What You’ll Learn
By the end of the course, participants will be able to:
- Identify the sources of conflict, positions, interests, and needs of parties in a dispute.
- Describe the benefits of focusing on interests instead of positions.
- Compare and contrast integrative vs. distributive bargaining.
- Demonstrate how to diagnose a conflict.
This course aligns with SHRM‑BASK competencies critical for effective relationship management and organizational effectiveness, including:
Behavioral Competency
-
- Interpersonal Cluster → Relationship Management → Conflict Management
-
Interpersonal Cluster → Relationship Management → Negotiation
Organization Knowledge Domain
-
-
Organizational Effectiveness & Development
-
Employee & Labor Relations
-
FAQ
What is the career outlook for individuals who complete this program?
Strong conflict resolution, negotiation and communication skills are in consistent demand across industries, particularly in leadership, healthcare, legal, HR and professional services roles. The U.S. Bureau of Labor Statistics projects continued growth for occupations that rely on interpersonal problem solving and negotiation, including managers, mediators, HR professionals and legal practitioners. Employers increasingly prioritize skills such as communication, emotional intelligence and conflict management as essential for leadership effectiveness and career advancement.
This noncredit course builds transferable, future-ready skills that support professional growth, leadership readiness and long-term career resilience.
How long does it take to complete?
This course is self-paced, allowing you to learn at your convenience. Most learners complete the course in approximately 2-3 hours, though time may vary based on individual learning pace and reflection.
How is the course structured?
This course is 100% online and self-paced. You can start anytime and progress on your own schedule—ideal for working professionals.
Does this course count toward the Workplace Conflict Resolution Certificate?
Yes. Complete all five courses to earn the Workplace Conflict Resolution Certificate.
Can I earn Continuing Education credits?
This course is approved for SHRM‑BASK credit. Depending on your profession and state licensing requirements, you may also be eligible for CE or CLE credit. Learners should confirm eligibility with their accrediting organization.
Do you offer tuition assistance?
We do not offer tuition assistance for noncredit lifelong learning courses or certificates. However, Creighton alumni, faculty, staff and eligible partner employees, along with their spouses and dependents, may qualify for a 15% discount. One discount per offering. Other restrictions may apply. Learn more.