This nine-hour online course helps transit professionals understand the dynamics of conflict in the workplace and provides strategies and tools to help productively manage conflict. The course will include time for personal reflection, roleplaying, and discussion in a safe environment. 

Session 1: Understanding Conflict in the Workplace

Explore functional, dysfunctional, and hidden conflicts and their impact on organizational culture, productivity, and retention. Participants examine the economic and operational costs of unresolved conflict, learn core conflict typologies, and identify their own conflict orientation and response patterns.

Session 2: New Age Communication Skills

Build advanced communication capacity by addressing structural barriers to effective dialogue. Participants develop active deep listening and validation techniques, practice reframing and perspective-taking, and incorporate peer-to-peer conflict-resolution strategies and structured de- escalation tools. Conflict resilience is not just a skill—it is an essential leadership competency.

Session 3: Intervention Tools for Real World Challenges

Learn a practical framework for conflict management based on four progressive stages: Awareness, Understanding, System and Self-Awareness, and Constructive Action—equipping participants to respond strategically, consistently, and constructively through guided mock interventions.  With realistic workplace scenarios, attendees will build a customized conflict analysis template for their use.