Professional & Continuing Studies

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Dealing with contentious workplace situations

  • Register now buttonLearn strategies for handling conflict
  • Receive a discounted bundled rate for all seven courses or sign up for individual classes of interest
  • Participate in online classes anywhere, anytime
  • Discounts available

Leaders and managers are often called upon to deal with the challenging impacts of change, work through disputes with partners and customers, and resolve conflict within the organization.

The Managing Change and Conflict Resolution Self-Paced Programs cover the key issues and best practices for managers dealing with contentious situations in the workplace. The seven courses in this suite provide examples, videos from practitioners and experts, interactive games, and review questions to ensure mastery of the material.

Offered at a discounted, bundled rate* versus registering for each course individually, the classes present strategies that managers can use to help deal with conflict, with case studies and scenarios highlighting key issues. This program equips both current managers and those advancing in the ranks with the necessary knowledge and skills.

We recommend beginning with the Introduction to Managing Change and Resolving Conflict course first, and then taking the other courses in any order. Upon successful completion of the seven-course bundle, you can download and print a certificate of completion.


Program details

Register now buttonFoundations of Managing Change and Conflict Resolution – 7-course bundle
LOCATION: Online
ESTIMATED LENGTH: 31.5 hours
ACCESS TIME: 365 days
PRICE: $695, all materials included. Potential discounts available, including: Military, UD student or alum, 2 or more (group).
3.1 CEUS | 32 HRCIs | 25 PDUS | 31 SHRMs 

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Courses

Register now buttonCommunicating Collaboratively
LOCATION: Online
ESTIMATED LENGTH: 5 hours
ACCESS TIME: 90 days
PRICE: $99, all materials included.  Potential discounts available, including: Early registration, Military, UD student or alum, 2 or more (group).
0.5 CEUS | 5 HRCIs | 5 PDUS | 5 SHRMs 

In most organizational settings, you are expected to work in teams. Although your team members may not be physically in the same office with you at times, communicating effectively within these units is critical to the success of the team, as well as to your personal success on any given project or task. This introductory-level course helps improve collaborative communication by providing best practices and effective tips and techniques.

LEARNER OUTCOMES
  • Identify the factors in interpersonal communication.
  • Modify communication strategies to be successful in small and large groups.
  • Devise a strategy for working effectively in remote settings, including in telework settings.
  • Explain the purpose of various types of meetings and explain the outcomes expected.
  • Attend a meeting and perform the role of an effective communicator in the meeting.
  • Prepare for, moderate and follow up after a meeting to ensure effective use of organizational resources.
  • Document a meeting and distribute minutes or a summary as appropriate.
NOTES
  • This course has an “Ask the Expert” feature, which submits your questions directly to an expert in the field you are studying. Questions are answered as quickly as possible and usually within 24 hours.
  • Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive International Association of Continuing Education and Training (IACET) CEUs.

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Register now buttonEmotional Intelligence for Managers
LOCATION: Online
ESTIMATED LENGTH: 5 hours
ACCESS TIME: 90 days
PRICE: $99, all materials included.  Potential discounts available, including: Early registration, Military, UD student or alum, 2 or more (group).
0.3 CEUS | 3 HRCIs | 3 SHRMs

Emotional intelligence (EI) is our ability to identify and control our emotions to achieve positive outcomes in our relationships. Managers with high EI are better equipped to deal with subordinates, colleagues and company executives, and they can do a better job of handling and resolving conflicts. This course reviews the underlying concepts of emotional intelligence and explores how managers can improve and make use of their EI.

LEARNER OUTCOMES
  • Discuss the role of emotional intelligence for managers.
  • Explain why improving emotional intelligence can have a positive impact on managerial performance.
  • Recognize the importance of emotional intelligence in successful management.
  • Discuss the nine key EI factors.
  • Apply EI factors to business management scenarios.
NOTES
  • This course has an “Ask the Expert” feature, which submits your questions directly to an expert in the field you are studying. Questions are answered as quickly as possible and usually within 24 hours.
  • Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive International Association of Continuing Education and Training (IACET) CEUs.

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Register now buttonHandling Difficult Employee Behavior
LOCATION: Online
ESTIMATED LENGTH: 10 hours
ACCESS TIME: 90 days
PRICE: $250, all materials included.  Potential discounts available, including: Early registration, Military, UD student or alum, 2 or more (group).
1 CEU | 10 HRCIs | 10 PDUS | 10 SHRMs

As a manager, handling difficult employee behavior is now your job. And it can be overwhelming to try to navigate the psychology of poor behavior to try to figure out how to improve the situation. This course is designed to prepare managers to deal with troublesome and difficult behavior by employees. By effectively addressing, coaching and counseling employees, you can improve their behavior and increase morale, staff retention, productivity and teamwork. The use of videos to illustrate each behavior type enables you to more easily apply the techniques to your current work environment. Focusing on dealing with the behavior (not the person), tools and techniques for positive change are clear and well defined.

LEARNER OUTCOMES
  • Discuss the importance of addressing difficult employee behavior.
  • Describe a six-step model for handling conversations about difficult behaviors.
  • Apply practical tips for handling conversations about difficult behaviors.
  • Recognize the common 12 difficult employee behavioral types.
  • Describe the 12 difficult behaviors, their causes and motivations, and their consequences.
  • Outline best practices for handling the 12 difficult behaviors.
  • Apply best practices to workplace scenarios involving the 12 behavioral types.
NOTES
  • This course has an “Ask the Expert” feature, which submits your questions directly to an expert in the field you are studying. Questions are answered as quickly as possible and usually within 24 hours.
  • Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive International Association of Continuing Education and Training (IACET) CEUs.

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Register now buttonHandling Workplace Conflict
LOCATION: Online
ESTIMATED LENGTH: 6 hours
ACCESS TIME: 90 days
PRICE: $99, all materials included.  Potential discounts available, including: Early registration, Military, UD student or alum, 2 or more (group).
0.6 CEUS | 6 HRCIs | 6 PDUS | 6 SHRMs

As a manager, you will undoubtedly deal with conflict. And keeping the peace is your responsibility. This course introduces the various forms of conflict that can arise in the workplace and presents strategies managers can use to help deal with conflict situations. It includes video commentary from an expert in the field and presents some fictitious real-world scenarios that allow learners to practice applying the skills and strategies discussed throughout the course.

LEARNER OUTCOMES
  • Identify the different types of conflict in the workplace.
  • Describe some of the major causes of workplace conflict.
  • Discuss the Thomas-Kilman model of conflict.
  • Consider your personal conflict style and compare it to other styles.
  • Identify various conflict behaviors in the workplace.
  • Explore conflict resolution strategies.
  • Discuss best practices for handling difficult employees.
  • Describe what constitutes dangerous conflict and consider methods for handling risky situations.
NOTES
  • This course has an “Ask the Expert” feature, which submits your questions directly to an expert in the field you are studying. Questions are answered as quickly as possible and usually within 24 hours.
  • Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive International Association of Continuing Education and Training (IACET) CEUs.

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Register now buttonIntroduction to Managing Change and Conflict Resolution
LOCATION: Online
ESTIMATED LENGTH: 0.5 hours
ACCESS TIME: 90 days
PRICE: Not available for individual sale, all materials included.
1 HRCI

Leaders and managers are often called upon to deal with the challenging impacts of change, work through disputes with partners and customers, and resolve conflict within the organization. This brief introductory course focuses on the context of leading and managing when there is disagreement and discord, within and without the organization.

LEARNER OUTCOMES
  • Explore the importance of emotional intelligence in dealing with difficult issues in the workplace.
  • Identify the 10 factors in resistance to change.
  • Explain why change efforts fail.
  • Discuss best practices in leading change.
  • Explore the differences in leading change in different sectors, such as nonprofit and for profit.
  • Outline the five stages of conflict: latent, perceived, felt, manifest and aftermath.
  • Explain the eight causes of conflict (Bell and Hart)
  • Discuss the five conflict handling modes: competing, collaborating, compromising, avoiding and accommodating.
  • Explain the organizational framework for conflict resolution.
NOTES
  • This course has an “Ask the Expert” feature, which submits your questions directly to an expert in the field you are studying. Questions are answered as quickly as possible and usually within 24 hours.
  • Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive International Association of Continuing Education and Training (IACET) CEUs.

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Register now buttonLeading and Managing Change
LOCATION: Online
ESTIMATED LENGTH: 4 hours
ACCESS TIME: 90 days
PRICE: $99, Potential discounts available, including: Early registration, Military, UD student or alum, 2 or more (group).
0.4 CEUS | 4 HRCIs | 4 PDUS | 4 SHRMs

Whether adopting new technology or adapting to a drastic shift in an organization’s core focus, change is a constant in any successful business. Managers play a fundamental role in successfully effecting changes across an organization; meanwhile, people often resist change out of fear of the unknown by nature. This introductory course addresses the key issues managers face in a dynamic environment. By understanding the steps in effecting change and how to overcome resistance, a manager can successfully lead change at various levels of an organization.

LEARNER OUTCOMES
  • Discuss organizational change and the forms it can take.
  • Describe Kotter’s Eight-Step Process recommended for implementing change successfully.
  • Outline Lewin’s model of change and discuss its limitations.
  • Identify the factors a leader or manager can employ to promote change.
  • Outline the change initiative planning process.
  • Explain the role of a leader in communicating change.
  • Discuss methods to foster participation.
  • Discuss the underpinnings of resistance to change and how to overcome them.
  • Discuss other models of change management: ADKAR, GE CAP and Cisco Change Roadmap.
  • Match change management models to specific scenarios.
  • Understand strategic change and mastering a changing environment.
NOTES
  • This course has an “Ask the Expert” feature, which submits your questions directly to an expert in the field you are studying. Questions are answered as quickly as possible and usually within 24 hours.
  • Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive International Association of Continuing Education and Training (IACET) CEUs.

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Register now buttonNegotiations: Resolving Disputes
LOCATION: Online
ESTIMATED LENGTH: 3 hours
ACCESS TIME: 90 days
PRICE: $99, Potential discounts available, including: Early registration, Military, UD student or alum, 2 or more (group).
0.3 CEUS | 3 HRCIs | 3 SHRMs

This course is designed to help managers and other decision-makers learn to settle workplace and interpersonal disputes by the application of proven negotiating principles and strategies. Participants will explore the fundamentals of Dispute Settlement Negotiation (DSN) with the help of games, videos, interactive exercises, case studies and other engaging content.

LEARNER OUTCOMES
  • Distinguish between Dispute Settlement Negotiation (DSN) and Deal Making Negotiation (DMN).
  • Articulate the advantages and disadvantages of negotiation compared to other methods of conflict resolution.
  • Explain the importance of Best Alternative to a Negotiated Agreement (BATNA) in Dispute Settlement Negotiation.
  • Describe the most common causes of personal and workplace conflict.
  • Explain the steps involved in conflict diagnosis.
  • Describe the five conflict management styles identified by the Thomas-Kilmann Conflict Mode Instrument (TKI).
  • Identify the main impediments to achieving a cooperative resolution and explain how best to circumvent them.
  • Describe how to develop a strategy and interest assessment.
  • Explain the importance of active listening in the context of negotiation.
  • Define ZOPA and explain its importance in Dispute Settlement Negotiation.
  • Explain how the ability to identify different negotiating currencies can help negotiators break a stalemate.
  • Distinguish between “sacred” and “pseudo-sacred” values.
  • Apply the principles of Dispute Settlement Negotiation to real-world examples.
NOTES
  • This course has an “Ask the Expert” feature, which submits your questions directly to an expert in the field you are studying. Questions are answered as quickly as possible and usually within 24 hours.
  • Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive International Association of Continuing Education and Training (IACET) CEUs.

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*To qualify for the bundled rate of $695, all seven Foundations of Managing Change and Conflict Resolution courses must be registered for in a single transaction.

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