Managing Conflict in Today's Workplace



Managing Conflict in Today's Workplace Certificate of Completion

Important Notice

Effective July 1, 2020, the Managing Conflict in Today's Workplace Certificate of Completion program was suspended.

Current students will have the opportunity to complete the required courses from December 2019 to June 2021. After June 30, 2021, these courses will no longer be scheduled. If you have any questions, please refer to our FAQs or contact us at or 403.440.6867.

New for Fall 2020!

We are excited to announce the new Understanding Conflict Certificate of Completion launching September 2020. Visit the Understanding Conflict website for more information.


Incorporate conflict resolution skills into business processes and your professional practices. The skills and strategies you learn in this program can be applied immediately in your workplace setting. You will explore the benefits of mediation and negotiation in a variety of settings while developing a personal philosophy and style for conflict resolution. Assess your ability to communicate effectively and discover your personal style of handling conflict as you build skills and knowledge that you can implement in the workplace.




  • Develop skills and tools to effectively manage and resolve conflicts in the workplace
  • Learn essential communication skills to apply in preventing and working through conflict
  • Build positive relationships between employees within the workplace

Program details

Format: Online

Introduction to Conflict Resolution is offered in both classroom and online formats. All other courses are offered online only.

Duration: Complete the 3 required courses (45 hours). This program can be completed within 1 semester up to a maximum of 3 years.

The listed course hours indicate the estimated time for students to review the online learning units. Your actual time spent completing assignments may vary.

Prerequisites: Introduction to Conflict Resolution is a prerequisite to all Conflict Resolution courses.

Some courses require a textbook: visit the Cougars Campus Store and search by Term and Department (XCFR).



Required courses
(Sept. - Dec.)
(Jan. - April)
(May - June)
Introduction to Conflict Resolution
Negotiating with Integrity
Dealing with Difficult Conversations

The above schedule is subject to change. Courses start on various dates within each semester.
Fall schedule and registration available in June. Winter schedule and registration available in November. Spring/Summer schedule and registration available in March.

Introduction to Conflict Resolution
Begin to develop a personal philosophy for conflict resolution as you explore the benefits mediation and negotiation in a variety of settings. Assess your ability to communicate effectively and discover your personal style of handling conflict. Recognize the importance of separating the people from the problem and begin to apply conflict management processes.

Note: This course is also an optional course in Mount Royal's Human Resource Management Extension Certificate and is a required course in Mount Royal's Conflict Resolution Extension Certificate.

Subject (for registration): Conflict Resolution

Subject code: XCFR 20101 15 Hours. Fee: $375 No longer offered.

Negotiating with Integrity
Begin to examine the concepts of negotiating with integrity and consider their application in the business community. Identify key skills and processes which assist in effective negotiations and consider key elements in preparing to negotiate. Be introduced to the four-stage model of negotiation: interests, options, agreements and alternatives.
Prerequisite: Introduction to Conflict Resolution.

Note: This course is also an optional course in Mount Royal's Community Investment Professional Extension Certificate.

Subject (for registration): Conflict Resolution

Subject code: XCFR 20004 15 Hours. Fee $375 Not offered this semester.

Dealing with Difficult Conversations
Develop communication skills to deal with difficult situations. By following the techniques outlined in this course, the parties walk away thanking each other for good, clear, compassionate conversation and look forward to other such interactions. Create your own approach by understanding the barriers that make communication difficult and building on concepts and skills presented.
Prerequisite: Introduction to Conflict Resolution

Subject (for registration): Conflict Resolution

Subject code: XCFR 20003 15 Hours. Fee $375
CRN 90143 Online Nov. 2 - Nov. 29

Winston Blake BA, MA, C.Med. SSDATA_CE_BLAKE
Winston Blake is described as dynamic, knowledgeable and compelling. With two decades of experience as a Mediator, program developer and trainer, and conflict management practitioner, he has built a reputation for promoting learning, growth, and change in clients.

Winston holds an Advanced Bachelor of Arts Degree from the University of Saskatchewan (1995) and a Master's in Conflict Analysis and Management from Royal Roads University. He has a certificate in Conflict Management from the Alberta Arbitration and Mediation Society (1998) and is a Chartered Mediator with the Alternative Dispute Resolution Institute of Canada (1999).

The recipient of many honours, he is the only person to be nominated for the YMCA Calgary's prestigious National Peace Medal in three consecutive years. Winston is a popular instructor in the Faculty of Continuing Education at Mount Royal University. He serves as a Board member of the Alternative Dispute Resolution Institute of Saskatchewan.

Serving the needs of youth, families and the community is a lifelong commitment and passion for Winston. He is the founder and Managing Director of the not-for-profit organization, Peer Mediation And Skills Training (PMAST). PMAST is a vibrant and responsive anti-bullying and conflict management solution provider serving youth, educators, and parents, in Alberta. He is also currently the Executive Director of the Restorative Action Program (RAP). RAP is offered in eight high schools in Saskatoon, Saskatchewan, which addresses many of the non-academic issues affecting youth today such as bullying and conflict.

Winston lives in Saskatoon with his spouse and three children. Whether as a conflict management practitioner, father or active member of the community, Winston believes in promoting peace, respect and understanding.

Shannon Geoffrey B.Admin.

Over the past 10 years, Shannon's primary focus has been in the field of conflict resolution. She served as a mediator and mentor for the Civil Claims Mediation Program with Alberta Justice and has been actively instructing both classroom and online courses within the Conflict Resolution Certificate program at Mount Royal University. In addition, she spent a couple of years working as the Program Director for Community Mediation Calgary Society and was instrumental in creating their workshop series.

Shannon holds a Bachelor of Business Administration from the University of Athabasca (Organizational Behavior), a diploma in Business Administration (Human Resources), Extension Certificate in Conflict Resolution and a Certificate in the Adult Educator Seminar Series. She is currently completing her Master's of Distance Education and plans to finish the program in the spring of 2015.

Currently, Shannon is working at Mount Royal as a Program Coordinator within Business and Professional Education. She uses her conflict resolution skills constantly to improve communication and processes with colleagues, instructors and stakeholders. A large part of her role focuses on program development and administration.

Deb Kocay BA, MCE
Deb is a graduate of the Mount Royal Conflict Resolution program and since graduating has been actively involved mediating, coaching and instructing in the field. She has mediated for the Small Claims Court in Calgary since 2002. Deb coaches and instructs for the Faculty of Continuing Education at Mount Royal and for the Justice Institute of B.C. Her academic background includes a bachelor's degree in Psychology and a Master of Continuing Education with a specialty in adult learning in the workplace.

Deb has worked primarily in the public sector; for not-for-profit agencies, and for the provincial and federal governments. Her work has ranged from:

  • supporting people with disabilities
  • working in addictions; primarily in prevention and health promotion
  • addressing socio-economic and health equity issues
  • building community capacity including board governance
  • providing training and development for career coaches
  • serving as a trainer for employee learning and development across government departments.

Most recently she works as a Conflict Resolution Practitioner in human resources within the federal government.

Deb strongly believes in lifelong learning and views conflict resolution skills as foundational skills in all domains of life. Her passion includes consciousness for all humanity.

Deb is pleased to be part of the Conflict Resolution program at Mount Royal and the larger conflict resolution community.