Communication II: Conflict Resolution

1.75 Training Contact Hours

People often rate conflict as a turning point in their work and personal relationships. Yet crucial conversations can become influential moments that matter in our lives, improving our organizations and relationships. The difference is the way we communicate in these crucial conversations. This module provides examples of a variety of practices known to be effective for resolving conflict.


Susan Kline, PhD

Dr. Susan L. Kline is an Associate Professor in the School of Communication at The Ohio State University. She conducts research and teaches courses in interpersonal communication, persuasion and in language and social interaction. She is particularly interested in the role of empathy and person-centered communication practices in wellbeing and the maintenance of interpersonal relationships. 


  1. Recognize your style of handling interpersonal conflict.
  2. Learn constructive conflict practices you can apply before conflict, at the start of the conflict, and during conflict.
  3. Acquire strategies that will help you break the patterns of destructive conflict.

Online Module

When completing the on-line module you will be presented with learning objectives, brief cases, questions for reflection (not scored), and interactive lessons with hyperlinks to engage you along the way. Once you complete the lessons, you will be presented with the Post Test (which requires a score of 100%) and then the Module Evaluation, followed by the opportunity to print your Continuing Education Certificate. Modules remain available for your future reference once you have completed them.