his three-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. 

Lesson 2: New Age Communication Skills

Lesson 3: Intervention Tools for Real World Challenges

Lesson 1: What is Conflict

Explore functional, dysfunctional, and hidden conflict 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.

Lesson 4: The Four Stages of Conflict Resolution

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.

Build advanced communication capacity by addressing structural barriers to effective dialogue. Participants develop deep listening and validation techniques, practice reframing and perspective-taking, and learn to apply listening as a powerful leadership tool.

Develop practical intervention skills, including peer-to-peer conflict resolution strategies and structured de-escalation tools. Participants engage in guided mock mediations using real workplace scenarios and learn to build a customized conflict analysis template for ongoing use.