Conflict is inevitable, but it doesn’t have to be unmanageable. Managing Conflict, designed by ASU’s Sandra Day O’Connor College of Law, gives you a comprehensive toolkit to understand, de-escalate and resolve conflicts in professional and personal contexts.

You’ll learn to recognize the brain’s instinctive and emotional responses, identify conflict triggers in different communication formats, and respond effectively to improve outcomes. Through hands-on practice and real-world scenarios, you’ll build strategies for managing in-person, written and verbal conflicts with empathy and clarity.

Key Benefits

• Understand instinctive, emotional and logical conflict responses
• Build empathy and communication strategies for resolution
• Tailor your approach across in-person, phone and email contexts
• Reduce workplace tension and improve collaboration
• Apply neuroscience-informed techniques for self-regulation

What’s Included

• Neuroscience-based insights on instinctive, emotional, and logical conflict responses
• Scenario-based simulations for in-person, phone, and email conflict management
• Step-by-step strategies for mirroring, tone calibration, and message framing
• Empathy and de-escalation exercises grounded in real workplace cases
• Downloadable behavior checklists and reflection worksheets