Conflict Management | Online Conflict Resolution Course Arts and Science ONLINE

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

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.


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 


Fall 2022
Course Dates: 
Sept. 6 - Dec. 5, 2022
Exam Dates: 
Dec. 8 - Dec. 22, 2022


0% - Self-Assessment Quizzes (x12)
15% - Personal Growth Reflection (x3)
10% - Assessing and Approaching Conflict Exercise: Storyboard Submission (Group Deliverable)
5% - Assessing and Approaching Conflict Exercise: Peer Feedback Activity
5% - Assessing and Approaching Conflict Exercise: Peer/Self-Evaluation
10% - Fundamentals of Conflict Management
5% - Case Analysis: Peer Feedback Activity
20% - Case Analysis: Final Submission
30% - Final Proctored Exam
2% bonus - Course Feedback Surveys

*Evaluation Subject to Change*


  1. You may choose to write your exam(s) online using Examity proctoring services where you will be charged the additional $100 exam fee; or
  2. You may choose to write your exam(s) in-person on Queen's campus in Kingston where you will NOT be charged the additional $100 exam fee.


Once the exam schedule has been finalized the exam date will be posted on your SOLUS account. The exam 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 via 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 delay finalizing 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.


Professor Jacoba Lilius (

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.

Course Resources


SOLUS is Queen’s Student On-Line University System. You’ll have access to a SOLUS account once you become a Queen’s student. You’ll use SOLUS to register for courses, add and drop courses, update your contact information, view financial and academic information, and pay your tuition.

About OnQ

onQ is Queen's online learning platform. You'll log into onQ to access your course. All materials related to your course—notes, readings, videos, recordings, discussion forums, assignments, quizzes, groupwork, tutorials, and help—will be on the onQ site.

About Credit Units

Queen’s courses are weighted in credit units. A typical one-term course is worth 3.0 units, and a typical two-term course is worth 6.0 units. You combine these units to create your degree. A general (three-year) BA or BSc requires a total of 90 credit units.

Computer Requirements

To take an online course, you’ll need a high speed internet connection as well as a microphone and speakers to be able to watch videos, hear sounds, and participate in interactive online activities. A webcam is recommended but not necessary.

System Requirements:

Computer Specifications

  • Windows 8.1 or newer
  • OSX 10.13 (High Sierra) or newer
  • Dual Core 2 GHz processor
  • 4 GB RAM
  • Soundcard
  • USB Headset
  • Webcam

Supported Browsers

  • Chrome (preferred - latest version)
  • Firefox (latest version)
  • Safari is not recommended as it causes several known issues in onQ
  • Edge is not recommended as it causes several known issues in onQ

Internet Connection

  • Wired high speed access: Cable or better
  • Wifi is not recommended


  • Latest version

Media Player

  • Flash (latest version)

Adobe Reader

  • Latest Version


The deadlines for new applications to Queen’s Arts and Science Online courses are in our Upcoming Application Dates section.

Grading Scheme

The information below is intended for undergraduate students in the Faculty of Arts and Science. Academic Regulations in other Faculties may differ.

Letter Grade Grade Point

GPA Calculators
Have your SOLUS grade report handy and then follow the link to the Arts and Science GPA calculators.

How does this affect my academics?
See the GPA and Academic Standing page.

Follow the link above for an explanation of how the GPA system affects such things as the Dean’s Honour List, requirements to graduate, and academic progression.

Frequently Asked Questions on the Grading Scheme
Please follow this link to the FAQ's

Tuition Fees

Tuition fees vary depending when you start, your year, faculty, and program. Fees for Summer Term 2018 first-year Distance Career Arts & Science Domestic students are as follows: for a 3.0-unit course, $685.90; for a 6.0-unit course, $1371.80 See also Tuition and Fees.

Campus Bookstore

All textbooks, if required, can be purchased at Queen’s Campus Bookstore.

Non-Queen’s Students

All Queen’s Arts and Science Online courses are open to students at other universities. Before applying as a visiting student, request a Letter of Permission from your home university that states that you have permission to take the course and apply it to your degree. See also Apply.

Academic Integrity

Please see Queen’s policy statement on academic integrity for information on how to complete an online course honestly.