Every workplace has conflict. We all see it, and at some point, we all feel its impact. The word conflict has a negative connotation for most people, but despite that feeling, not all conflict is bad. Most often, the problem arises when conflict is ignored and people just wish for it to go away on its own.
If you jump right to solving a problem before you fully understand it, you might miss the root cause or underlying issues. Because of this, effectively managing any conflict starts with fully diagnosing it. That's where we'll begin in this course. Professors Klingel and Nobles, both experts in conflict resolution from the Scheinman Institute on Conflict Resolution at the School of Industrial Labor Relations, will help you master diagnosing conflict.
You'll get a chance to map out a conflict in your own workplace in the course project. You'll also spend time discussing your experiences and lessons learned with your peers. After completing the course, you'll have the tools and skills to fully diagnose any conflict in your life. You'll also be ready to determine if a conflict is worth addressing, which sets you up to successfully use a problem-solving approach to resolve a conflict. Please note that this course has been designed as a prerequisite to the companion eCornell course, "Applying a Problem-Solving Approach to Conflict".
Key Course Takeaways
Identify an issue in your workplace and confirm it is a conflict
Director of Conflict Programs, Scheinman Institute on Conflict Resolution, Cornell ILR School
Katrina Nobles is the Director of Conflict Programs for the Scheinman Institute on Conflict Resolution at the Cornell University ILR School, focusing on educating the next generation of neutrals and practitioners on campus and in the workplace. Professor Nobles designs curriculum, instructs professional programs, and facilitates discussions for organizational workplace conflicts. She also teaches the Campus Mediation Practicum, an on-campus credit course that applies mediation skills to the campus judicial system, allowing students to work as peer mediators.
Professor Nobles has presented at national conflict resolution conferences on facilitating collaborative problem solving, cross-cultural communication, and conflict diagnosis. She has practiced mediation for over 15 years, and prior to her employment at Cornell, Professor Nobles was the Cortland County Coordinator for New Justice Mediation Services. During that time, she mediated hundreds of community, child custody/visitation, child support, and family disputes. Professor Nobles holds a Master’s degree in Conflict Analysis and Engagement from Antioch University Midwest.
Director of Labor-Management Relations, Scheinman Institute on Conflict Resolution in Cornell’s ILR School
Sally Klingel is the director of Labor-Management Relations programming for the Scheinman Institute on Conflict Resolution in Cornell’s School of Industrial and Labor Relations. She specializes in the design and implementation of conflict and negotiation systems, labor-management partnerships, collective bargaining strategies, strategic planning, and leadership development. Her work with Cornell over the past 20 years has included training, consulting, and research with organizations in a variety of industries, local, state and federal government agencies, union internationals and locals, public schools and universities, and worker owned companies.
Sally Klingel holds a M.S. in Organizational Behavior from Cornell University’s School of Industrial and Labor Relations, and a B.A. from the University of Michigan. She has authored articles, monographs and book chapters on innovations in labor-management relations and conflict methods.