Course Description

This course prepares teachers and educational support personnel to better manage conflicts in the school environment, with a focus on student interactions. Explore what causes conflict, effective ways to respond to conflict, how to manage conflicts with your coworkers, and how to de-escalate angry parents and students. Learn about restorative practices and how they improve relationships in the educational setting. The purpose of this course is to improve relationships, increase job satisfaction, reduce negative interactions and equip school personnel with skills to resolve conflicts in mutually beneficial ways.

Course Outline

Lesson 1:  Understanding the Nature of Conflict

Develop an understanding of why and how conflict occurs based on human nature, needs, wants and emotions. Identify some of the most common causes of conflict and how people usually deal with it. By understanding the nature of conflict, you can begin to recognize and prepare for potential conflict in the school environment. 

Lesson 2:  Responding to Conflict

Learn the typical ways in which people respond to conflict, both good and bad. Explore more effective and positive ways to handle common conflicts that occur in a typical workplace.

Lesson 3:  Managing Conflict Among Educators

The school setting can be a challenging place, with interactions occurring constantly throughout the day. Many of these interactions happen quickly and require you to think on your feet. Learn how to become more proactive with the day-to-day conflicts that are sure to occur among teachers and other school personnel. 

Lesson 4:  Managing Conflict With Students

Learn ways to respond to typical student conflicts, which can occur anywhere in the school — especially in the classroom. Learn ways to de-escalate an angry student to prevent a simple problem from becoming a punitive or violent one. Develop a plan to create non-confrontational interactions with students. 

Lesson 5:  Managing Conflict With Parents

Explore ways in which parents approach school personnel when they are upset or angry, and learn effective ways to handle these types of situations. The outcome of many parent conflicts can be determined by how you handle them from the start. This requires both preparation and awareness.

Lesson 6:  Restorative Practices in Schools

Explore ways to integrate restorative practices that can improve the climate and culture of your school. Creating this culture requires cooperation between educators, students, parents and community members. Observe schools that use restorative practices and the positive impact of those practices in their schools.

Learner Outcomes

Upon completion, participants will be able to:

  • Demonstrate an understanding of personal conflict.
  • Demonstrate an understanding of how diversity affects conflict.
  • Describe typical responses to conflict.
  • Demonstrate an understanding of their own conflict resolution style.
  • Recognize the challenges to developing trust among education professionals in the school.
  • Identify effective ways to respond to conflicts between principals, teachers and support personnel.
  • Describe ways to de-escalate an angry student.
  • Prepare a positive discipline plan to deal with angry or disruptive students.
  • Identify ways to deal with an angry or upset parent.
  • Identify restorative practices that can be used in a school environment.


Participants will have 180 days to complete this self-paced online course.

System Requirements

Internet Connectivity Requirements:

  • Cable/DSL internet connection recommended for best experience

Hardware Requirements:

  • CPU: 1 GHz or higher
  • RAM: 2 GB or higher
  • Resolution: 1280x720 or higher
  • Speakers/headphones
  • Microphone (webinar/live online sessions)

Operating System Requirements:

  • Microsoft Windows 7 or 10 (Home, Pro)
  • Mac OSX 10 or higher
  • Latest Chrome OS
  • Latest Linux distributions
    • NOTE: While we understand that our courses can be viewed on Android and iPhone devices, we do not recommend the use of these devices for our courses.

Web Browser Requirements:

  • Latest Google Chrome recommended for best experience
  • Latest Mozilla Firefox
  • Latest Microsoft Edge
  • Latest Apple Safari

Basic Software Requirements:

  • Office suite software (Microsoft Office, OpenOffice or LibreOffice)
  • PDF reader program (Adobe Reader or FoxIt)
  • Courses may require other software (denoted in course outline above)
Enroll Now - Select a section to enroll in
Section Title
Managing Conflict for Teachers and Educational Support Personnel (Online)
Contact Hours
Delivery Options
Course Fee(s)
Course Fee non-credit $155.00