Learn conflict resolution skills & effective listening, communication & problem solving techniques | taught by Joeel & Natalie Rivera

Do you ever feel distracted, anxious, or frustrated dealing with conflict with your coworkers or your boss?

Or, are you a manager who has to address conflict with your employees or between team members?

The truth is that conflict is an inevitable part of work life, and it does not only affect those who are directly involved, it impacts the entire team, department, and organization. How you, and the organization you work for, manage conflict is what ultimately determines the level of productivity and fulfillment you will experience at work.

As a manager or business executive, workplace conflict should be a high priority issue because it leads to decreased productivity and high employee turnover

In fact, research has shown that conflict on the job was cited as the reason people leave their jobs in 50% of cases

And, studies have revealed that the average U.S. employee spends 2.8 hours a week dealing with conflict. Between those two factors, that is a huge loss of revenue and potential growth.

Conflict at work can be caused by a number of factors, including misunderstandings, miscommunication, perceived threats, personality clashes, a competitive environment, or different values or beliefs.

But, the biggest problem caused by conflicts are not the conflicts themselves, but rather the way conflicts are handled—and in many cases not handled at all. Humans are psychologically wired to seek pleasure and avoid pain. So, naturally, we avoid dealing with conflict. The problem is avoiding or mishandling conflicts causes bigger problems with long-term consequences that can be detrimental to our psychological well-being and the success of any team or organization.

But, not all conflict is inherently bad—in fact it can be both healthy and beneficial. When an effective system for managing differences of opinion is put into place, conflicts can be the source of tremendous growth and creativity. When the corporate environment is one of trust and openness, individuals see disagreements as an opportunity to find common ground and conflicts as a source of creative solutions. When the fear of win-lose situations is eliminated, win-win situations become a common goal.

Since conflict is a normal part of business life, it is essential to develop the skills to be able to prevent and manage it. The best way to manage conflicts is to:

  • Stay ahead of conflict by being prepared
  • Have a clear process for handling conflict
  • Provide employees with the tools and skills need to deal with conflict

In this course, you will:

Develop an understanding of common sources of conflict and awareness of what signs to look for, so you can prevent or minimize conflict by catching it early.

  • Find out your natural conflict management style—whether you withdraw, back down, compete, compromise, or truly collaborate and how to change your reactions to be more effective.
  • Create a psychologically safe work environment in which individuals and teams feel confident expressing themselves, making mistakes, and speaking up because they trust that they will not be reprimanded or ridiculed, and that they will be supported in their quest for improvement.
  • Know when to intervene and the best and worst times to approach handling the conflict,, including how to de-escalate a conflict that has become heated or emotional, while not reacting emotionally yourself.
  • Facilitate conflict resolution conversations, using powerful communication techniques and knowing important mistakes to avoid.

You’ll also learn the 6 Steps to Conflict Resolution, including important conflict resolution skills like:

  • Effective listening and communication techniques
  • Essential problem-solving strategies
  • Strategies for following-up and moving forward in a way that ensures resentment doesn’t linger and conflicts don’t re-occur

We’ll also provide additional insights for handling conflicts depending on who your conflict is with, such as a conflict with your boss or manager, your employees, or within a team.

So who are we?

We are Joeel & Natalie Rivera. We own a digital media publishing company called Transformation Services, Inc. We provide training programs and curriculum development for entrepreneurs and small businesses. We also run a magazine and live events and conferences. We’ve worked with 40,000 students, coaches and businesses from 170 countries. All of our programs are created based on over a decade of experience in education, business development and coaching, as well as my background in psychology, including my Master’s in Counseling and Education and my research on happiness for my dissertation for my PH.D. in Psychology.


Course Syllabus

  • 1

    Welcome and Getting Started

    • Introduction to Conflict Management

    • Why Resolving Conflict is Important

  • 2


    • Conflict Management Styles

    • Conflict_Management_Styles_Assessment

    • Conflict Management Styles

    • Constructive Conflict

    • Why We Avoid Dealing with Conflict

  • 3


    • Developing Awareness

    • Developing Your Awareness

    • Managing Staff to Prevent Conflict

    • Managing Staff to Prevent Conflict

    • Creating a Low-Conflict Environment

    • Creating a Low-Conflict Environment

    • Communication to Prevent Conflict

    • Communication Tips for Preventing Conflict

  • 4


    • The Importance of Timing

    • The Importance of Timing

    • Facilitating Conflict Resolution Conversations

    • Facilitating Conflict Resolution Conversations

    • Phase 1 Remaining Calm

    • Phase 1-Remaining Calm

    • Phase 2 Effective Listening

    • Phase 2-Effective Listening

    • Phase 3 Understanding

    • Phase 3-Understanding the Conflict

    • Outcome Chart

    • Phase 4: Effective Communication Techniques

    • Phase 4-Effective Communication Techniques

    • Communication Mistakes to Avoid

    • Phase 4-Communication Mistakes to Avoid

    • Phase 5 Brainstorming Solutions

    • Phase 5-Brainstorming Solutions

    • Phase 6 Choosing the Best Solution

    • Phase 6-Choosing the Best Solution

    • Phase 7 Follow-Up

    • Phase 7-Following-Up

  • 5


    • Preventing Conflict with Your Staff (for Managers)

    • Preventing Conflict with Your Staff

    • Resolving Conflict with Your Staff

    • Resolving Conflict with Your Staff

    • Preventing Conflict with Your Boss

    • Preventing Conflict with Your Boss

    • Resolving Conflict with Your Boss

    • Resolving Conflict with Your Boss

    • Preventing Conflict Within Teams

    • Preventing Conflict Within a Team

    • Resolving Conflict Within Teams

    • Resolving Conflict Within a Team

  • 6

    Congratulations and Next Steps

    • Congratulations and Next Steps


Lead Instructors & Coaches

Joeel & Natalie Rivera

Joeel and Natalie Rivera are professional speakers, trainers, and coaches. Their mission is to provide tools that empower people to ignite their dreams,  unleash their potential and fulfill their purpose. Through their  company, Transformation Services, Inc., they provide digital content  publishing, online courses, and life coach training programs that act as  a catalyst for personal empowerment. Joeel  is a former psychology professor with a Master’s Degree in Counseling  and Education and is currently completing his dissertation for his Ph.D.  in Psychology, with an emphasis on happiness. Using the science of  psychology and human potential, they train leading edge entrepreneurs,  leaders, life coaches, and individuals how to master the power of their  mind and create their destiny.They  are serial entrepreneurs who challenge and inspire others to take their  power back through self-employment as INDIEpreneurs, (self-employed  freedom junkies). Between the two of them, they’ve started over a dozen  businesses, from photography to a non-profit teen coaching center, and  from an import business to a holistic virtual office. They  became INFOpreneurs in 2014 when they fully transitioned their print  magazine into digital format because they found they could reach an  exponential, worldwide market at a fraction of the time and cost. They  closed their physical offices and began converting their in-person  workshops and speeches into information products and online courses. Then, in 2015 they received a proverbial “kick in the pants” to go  “all-in” when Joeel fell ill after traveling overseas. Unable to leave  the house, they continued reach and inspire their market by creating 50  online courses in only 2 years, including digitizing their popular life  coach training programs and certifications. Today, they have served 300,000+ students from 195 countries.