Online Course: Resolving Workplace Conflict Using Mediation Techniques

Resolving Workplace Conflict Using Mediation Techniques

What do most people envision when they think of conflict? Hostility, raised voices, a racing heartbeat. Conflict, however, can be a positive experience, an opportunity to gain a deeper understanding of a situation or person. It can also be the impetus for growth and change. Resolving disagreements is challenging, exciting, and requires creativity. It’s all in the approach.

Participants will emerge from this training with practical strategies and techniques to:

  • Effectively communicate,
  • Listen actively,
  • Handle strong emotions,
  • Facilitate resolution in both personal and work life,
  • Handle conflicts with enhanced skills and confidence.
This course consists of approximately 5 hours of video-based lectures, plus additional video cases and exercises to enhance your learning.



Margaret Crowley, Esq. is the owner of Crowley Mediation, a firm providing mediation services in custody, business and interpersonal disputes as well as eldercare and adult family disputes. Margaret has been licensed to practice law in Nevada since 1991 and began mediating in 2008. She has mediated approximately 1,000 cases and has taught dozens of 40-hour mediation courses. Margaret’s private practice focuses on elder care, family, employment and general civil mediation as well as mediation & conflict strategies training.

Margaret is the Program Administrator for the Juvenile Dependency Mediation Program, a unique statewide mediation program in Nevada. In addition to serving as a Supreme Court Settlement Judge, Margaret has mediated for: The U.S. Department of Interior; the Second and Ninth Judicial Districts’ Custody Mediation Panels; the Second Judicial District’s Dependency and Guardianship Mediation Programs; the Equal Employment Opportunity Commission and the Foreclosure Mediation Program.

Lesson 1: Understanding Conflict

We encounter conflicts every day, from minor to major. But how much time do we spend thinking about what conflict really means? In this unit, we will dive into conflict theory. Conflict isn’t either good or bad, it’s multi-faceted. We’ll explore various types of conflicts, ways to approach them and also get a better understanding of the role we ourselves play in conflict. All of this builds a foundation to help formulate the best strategy possible for approaching a disagreement.


  • Video 1: Thomas-Kilmann “Friends”
  • Video 2: Ted Talk: Conflict – Use It, Don’t Defuse It
  • Worksheet: "How I Respond to Conflict"
  • Video 3: You vs. I statements
  • Worksheet: “I Messages”

Lesson 2: The Neuroscience of Conflict

When we are pulled into a dispute, our brains are wired to react. In this unit, we will examine what happens in our brains and bodies during conflict. We will walk through the anatomy of the brain to understand which part is triggered when we are stressed and the role that hormones and emotions play. This vital knowledge helps us keep ourselves and others from escalating during conflict.


  • “Weightless” video
  • “List of Feelings”
  • Video 1: clip from the movie Elf
  • Article: "What was I thinking? Handling the Hijack."
  • Bonus: Watch “This is 40” for the amygdala hijack

Lesson 3: Enhancing Communication Skills

While we communicate in many ways on a daily basis, the way we communicate matters. In this unit, we will pay close attention to skills such as listening, asking questions and separating positions from interests. True active listening, the art of questioning to gather information and understanding people’s interests are the keys to successfully resolving conflict.


  • Watch the State Farm "This is My Car" commercial
  • Have a conversation with someone and us pure active listening
  • Worksheet: Closed vs Open-ended Questions
  • Worksheet: Open-Ended Questions
  • Worksheet: Positions vs Interests
  • Bonus: Read "Getting to Yes."

Lesson 4: Emotional Intelligence and Conflict

Emotional intelligence (“EQ”) means being heart smart rather than book smart. Unlike IQ, which cannot be changed, EQ is a skill that can be cultivated and improved. We will analyze what emotional intelligence really means and discuss specific ways to boost our EQ, thereby enhancing the ability to handle conflicts skillfully.


  • Video 1: Daniel Goleman about Emotional Intelligence
  • Quiz: Measure your Emotional Intelligence

Final Techniques

In this last unit, we tie everything together, examining one last skill: framing and reframing. Framing/reframing allows us to redefine a message to make it easier to hear by taking the sting out or ensuring the listener has the correct understanding of what the speaker is saying. Framing/reframing can highlight commonalities, help people understand better and perhaps let them see things from a different angle. We end the class with 20 Techniques for Dealing with Emotions, which serves as a reminder for everything we have covered in the course.


  • Worksheet: Reframing Practice
  • Worksheet: Meaning is in People, Not Words
  • Practice, practice, practice your new skills!

Register Today - $146/Person

Seminar Location

This online course is available through the Justice Clearinghouse Learning Management System. You will be able to attend the sessions from any internet connected computer.

Registration Process

Once you enroll you will receive your login information within 24 hours.


Refunds are not available.

Volume Discount

If you are an Justice Clearinghouse member, or have three or more personnel that are planning to attend, please contact us for a 20% discount code.

Contact Us

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Resolving Workplace Conflict Course with Margaret Crowley