Conflict Management

EMPR 220/3.0


This course provides an overview of conflict in the workplace, with a focus on developing the skills necessary to manage it. Specifically, it examines the nature and sources of conflict, the psychological experience of conflict, the choices around how to approach conflict, and the interpersonal skills that support productively managing conflict.

While this course was designed so that students can work through the materials and many activities at their own pace, please note that there are activities that need to be completed at specific times, and work in this course that requires students to be actively engaged at particular times. Please check the Assessments and Timeline for details

This course is part of the Queen’s Undergraduate Certificate in Employment Relations. The Certificate focuses on core elements of the field of work and employee-management relations, while taking account of social science perspectives from economics, law, management, and history. The Certificate provides a broad foundation in the field of employment relations, including the areas of labour/employment law, labour-management relations, conflict management and negotiations, human resources management, and labour policy. Taken together, these courses and the resulting Certificate form the basis for a recognized university credential that will support students who are seeking entry level jobs in labour relations and human resources management after leaving Queen’s.

This course involves teamwork, which strengthens sought-after transferable skills, including communication, relationship building, adaptability, conflict resolution, and more. Students will be asked to work with peers on a graded assessment, with options to collaborate synchronously or asynchronously. Students can expect to be graded as a group on their submission and individually on peer evaluation of their teamwork skills. Queen’s University and the teaching team are committed to supporting students with strategies to succeed in a team-based setting.

Please note: This course is typically offered in the fall term

Topics at a Glance


  • Module 1: The Nature of Conflict 

Part I: The Theory and Context for Managing Conflict

  • Module 2: Understanding and Preventing Conflict Triggers 
  • Module 3: Approaches to Conflict Resolution: Toward Collaboration 

Part II: Interpersonal Commuinication Skills for Conflict Resolution

  • Module 4: How Communication Channels Influence Conflict Resolution 
  • Module 5: Improved Listening for Conflict Resolution 
  • Module 6: Improved Responding for Conflict Resolution

Part III: Preparing for Conflict Resolution

  • Module 7: Assessing Conflict Resolution Capability
  • Module 8: Assessing Problem and Rehearsing Approach 

Part IV: Application and Practice

  • Module 9: Conflict Resolution through Collaboration 
  • Module 10: Conflict Resolution Through Integrative Negotiation 
  • Module 11: Overcoming Barriers to Integrative Negotiation 
  • Module 12: Conflict Resolution Through Mediation 

Learning Outcomes

After completing EMPR 220, students will be able to:

  1. Compare and contrast the different types and models of conflict and the implications of these differences for strategies to manage conflict
  2. Apply models of conflict to analyze underlying causes and generate an approach to solving conflict
  3. Collaborate and communicate with peers to produce a joint outcome
  4. Explain specific negotiation styles and strategies, including the context and purpose in which they are used
  5. Identify and explain how the various types of conflict management or dispute resolution mechanisms are used in organizations
  6. Provide constructive feedback to others on areas of strength and opportunities for improvement in skills and strategies related to managing conflict.


Fall 2024
Course Dates
Delivery Mode


0% - Self-Assessment Quizzes (x12)
15% - Personal Growth Reflection (x3)
25% - Assessing and Approaching Conflict Exercise
10% - Fundamentals of Conflict Management
25% - Case Analysis
30% - Final Proctored Exam
2% bonus - Course Feedback Surveys

*Evaluation Subject to Change*

Live Sessions

This course has optional live sessions. Please consult the Timeline in the first week of class for dates/times


This course involves teamwork, which strengthens sought-after transferable skills, including communication, relationship building, adaptability, conflict resolution, and more. Students will be asked to work with peers on a graded assessment, with options to collaborate synchronously or asynchronously. Students can expect to be graded as a group on their submission and individually on peer evaluation of their teamwork skills. Queen’s University and the teaching team are committed to supporting students with strategies to succeed in a team-based setting.  

Proctored Exams  
Exam Centre Location, Eligibility, and Fees  

Students enrolled exclusively in online courses may choose one of two options to write this course’s proctored assessments:  

  1. You may choose to write the assessments online under supervision of Examity proctoring services. A $100 fee will be charged to your SOLUS account. This fee is known as the Off Campus Exam Admin Fee and is applied in SOLUS at the earlier of: term tuition posting date, or the date at which exam writing method is changed to online. The fee is assessed once per ASO course with proctored assessments.  
  2. You may choose to write the assessments in-person on Queen’s campus in Kingston at no additional charge.  

Students enrolled in at least one on-campus course are expected to write this course’s proctored assessments on-campus during the scheduled exam time. They will not be permitted to write this course’s proctored assessments online.

Students were prompted to indicate their preferred exam writing method when enrolling in the course in SOLUS. The exam writing method may be changed by contacting the ASO Exams Team at  

Information for students writing online assessments using Examity

Selected assessments in this course will be administered in onQ using online proctoring provided by Examity, a third-party, cloud-based service. This proctoring solution was chosen to support our efforts in maintaining academic integrity when online proctoring is required. Queen’s has conducted an extensive privacy and security review of Examity and has entered into a binding agreement with terms that address the appropriate collection, use and disclosure of personal information in accordance with Ontario’s privacy legislation. To learn more about online proctoring, please see the information provided by the Office of the University Registrar.  

If you registered to write online with Examity, all information pertaining to the technical requirements and preparation for writing online will be posted in onQ well in advance of your exam. 

The use of Examity as described is unique to courses offered by the Faculty of Arts and Science Online. Other Faculties use online proctoring solutions in different ways under different regulations. Students should  contact the appropriate Faculty examination team if they have questions.  

Timing of Final Examinations  

The exam period dates for each Term are listed on the Faculty of Arts and Science webpage under "Important Dates". Student exam schedules for the Fall Term are posted to SOLUS immediately prior to the Thanksgiving holiday; for the Winter Term they are posted on the Friday before Reading Week, and for the Summer Term they are individually noted on the Arts and Science Online syllabi. Students should not make any travel plans until after the examination schedule has been posted. Exams will not be moved or deferred to accommodate employment, travel/holiday plans or flight reservations. Students experiencing extenuating circumstances preventing them from writing their exams as scheduled should review the information about the Academic Consideration process

Textbook and Materials

ASO reserves the right to make changes to the required material list as received by the instructor before the course starts. Please refer to the Queen's Campus Bookstore website to obtain the most up-to-date list of required materials for this course before purchasing them.

Core Texts (required)

  • Griffith, D. B., & Goodwin, C. (2013). Conflict Survival Kit: Tools for Resolving Conflict at Work (2nd Ed). Pearson.
  • The text is available at Queen's Campus Bookstore. Alternatively, a digital version of the text can be either purchased or leased for 180 days though VitalSource.

Additional supplemental material and access links will be made available electronically to students via the course site.

Time Commitment

Students can expect to spend approximately 10 hours a week (120 hours per term) in study, listening and online activity for this course.