Setting expectations and resolving conflict

Skills you'll practise

• Write expectations that are specific and observable
• Run a conflict conversation that separates facts, interests and positions
• Know when to escalate a conflict

Course outline

1. 1.Expectations and conflictVideo · 2 min
2. 2.Clear expectations prevent most conflictLesson · 16 min
3. 3.Team working agreementsLesson · 14 min
4. 4.Mediating between two team membersLesson · 15 min
5. 5.Setting expectations and resolving conflict: knowledge checkKnowledge check · 17 questions
6. 6.Two senior techs in conflictScenario
7. 7.Final exam4 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• General conflict resolution practice (interests vs positions)
• Your organization's HR and grievance procedures