This course helps leaders develop the skills to manage and resolve conflict in a productive, constructive way. In a LEAN environment where collaboration and communication are essential, unresolved conflict can undermine teamwork and stall improvement efforts.

You’ll explore root causes of workplace conflict and gain practical tools for addressing tension early—before it becomes disruptive. Learn how to foster a culture of openness, accountability, and mutual respect.

After completing this course, you will be able to:

• Understand causes and impacts of workplace conflict
• Use proactive strategies to prevent and de-escalate conflict
• Apply structured models for resolution and mediation
• Foster respectful communication and psychological safety
• Model conflict competence as a LEAN leader

Introduction – Why Conflict Matters

• Welcome, Learning Objectives, and Course Overview
• The Cost of Avoided or Mishandled Conflict
• The Role of Conflict in LEAN Environments
• Knowledge Check

Module 1 – Understanding Conflict

• L1 – Sources of Conflict: Process, People, Perspective
• L2 – Types of Conflict and Organizational Impact
• L3 – Conflict Styles and Self-Awareness
• Knowledge Check
• Applied Learning Activity

Module 2 – Conflict Resolution Skills

• L1 – Active Listening and Empathy
• L2 – The Interest-Based Approach
• L3 – Structured Dialogue and Mediation Models
• Knowledge Check
• Applied Learning Activity

Module 3 – Building a Conflict-Resilient Culture

• L1 – Coaching and Feedback Systems
• L2 – Norms for Open Communication
• L3 – Embedding Conflict Tools in Daily Work
• Knowledge Check
• Applied Learning Activity

Conclusion – Putting It All Together

• Conflict Management Review
• Next Steps for Cultural Support
• Final Reflections

Online Course Format:

• A printable PDF Course Guide is provided.
• Course content is broken up into a series of modules.
• Each module consists of "bite sized" instructor-led lessons.
• Each module has a Knowledge Check.
• Each module has an Applied Learning Activity.
• Each course has a dashboard % completion that tracks progress

Webinars and email:

• Multiple monthly webinars addressing student questions.
• Support available through instructor email.

• The course certificate is earned through completion of all instructional Modules, Knowledge Checks, and Applied Learning Activities.
• Applied Learning Activities must be completed with supervisor/mentor comments and signature.
• Upon course content completion and approval of Applied Learning Activities, an electronic certificate is issued.
• Professionally printed and framed certificates available.