Conflict can arise in any organization where people work together, and healthcare settings are no exception. Workload, responsibilities, organizational constraints, differences in values or perceptions, and the demands of collaboration can all contribute to tensions and disagreements.
This training is designed to raise awareness among healthcare professionals and workers about the factors and dynamics that can lead to workplace conflict. It provides practical tools to recognize the signs of conflict, understand their underlying causes, and respond constructively.

Based on recognized models and approaches, the training provides a structured and accessible learning experience that combines explanatory content, reflection, real-world scenarios, and practical activities. Participants will gain a better understanding of how emotions, perceptions, needs, values, communication, and organizational factors interact and influence professional relationships.

Participants will learn to:

• Identify the main sources and signs of workplace conflict
• Recognize different types of conflict and the factors that may contribute to or intensify them
• Understand the influence of emotions, perceptions, and needs in conflict situations
• Develop communication and listening strategies that promote constructive dialogue
• Distinguish between different conflict-resolution approaches, including negotiation, collaboration, and mediation
• Apply practices that help prevent tensions from escalating and foster a respectful work environment

In demanding work environments such as healthcare, this training emphasizes practical approaches that can be applied directly in day-to-day situations. It introduces self-reflection tools, communication and active-listening techniques, and strategies for addressing disagreements constructively.

This approach encourages both individual and collective awareness and promotes practices that support respect, collaboration, and conflict prevention.

Disclaimer

This training is intended for educational purposes only. It does not constitute professional, legal, or human resources advice and does not replace the official support, reporting, or intervention mechanisms available within an organization (e.g., managers, human resources, employee assistance programs, employer-established procedures, or recourse through Quebec’s Commission des normes, de l’équité, de la santé et de la sécurité du travail [CNESST]).

Prerequisites

No prior knowledge is required. The content is presented in a clear, structured, and accessible manner to support the understanding and application of key concepts related to the prevention and constructive management of workplace conflict.

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Eligible Training Expense – 1% Training Law
“Quebec employers subject to the Act to promote workforce skills development and recognition must invest at least 1% of their payroll in eligible training activities.”

Overall Objective

Understand the causes and dynamics of workplace conflict in order to develop strategies to prevent conflict, address it constructively, and help restore effective collaboration.

Specific Objectives

By the end of this training, participants will be able to:

• Recognize the main causes, signs, and types of workplace conflict, as well as the factors that may contribute to or intensify them.
• Understand how emotions, perceptions, needs, and values influence conflict dynamics.
• Develop communication, active-listening, and self-reflection skills that promote respect and mutual understanding.
• Apply appropriate conflict prevention and management strategies, including negotiation, collaboration, and mediation, to help foster a collaborative work environment.

This training is intended for professionals and workers in the healthcare and social services sector, including:

• Healthcare and social services professionals
• Clinical, administrative, and support staff
• Managers, supervisors, and team leaders
• Human resources professionals
• Anyone who works as part of a team, collaborates with professionals from different disciplines, or may be required to address disagreements or tensions in the workplace

The training is delivered through a virtual learning platform accessible at any time, based on the participant’s availability. The platform allows participants to progress at their own pace, pause the training, and resume it according to their schedule.

The course is based on an interactive and progressive educational approach designed to support learning integration:

• Interactive, visually engaging, and well-structured training 
• A pre-test designed to generate interest, stimulate reflection, and encourage curiosity before beginning the lessons, then offered again at the end of the training to validate knowledge acquisition 
• Introduction of a recurring guiding character early in the course to help participants relate to the content and illustrate concepts through practical examples 
• Realistic scenarios and case studies to support the integration of concepts 
• Use of visual elements (icons) to summarize key points and important takeaways 
• Interactive formative activities at the end of each lesson 
• Interactive assessment aligned with the training objectives, providing immediate feedback to identify concepts requiring further review, with the opportunity to revisit the course content before retaking the assessment 
• Access to the instructor or support services in case of questions or uncertainty

The knowledge assessment evaluates participants’ understanding of the key concepts covered throughout the training.
It includes single-choice questions (true or false), multiple-choice questions, as well as drag-and-drop and matching activities. The assessment is designed to confirm the participant’s ability to recognize sources of conflict, understand interpersonal dynamics, and apply appropriate strategies to prevent and manage conflict situations in the workplace.

Assessment Objectives

• Recognize the main sources and signs of workplace conflict
• Understand the behaviours and dynamics that can contribute to or help de-escalate conflict
• Identify appropriate communication and intervention approaches for different situations
• Apply strategies that promote collaboration, respect, and solution-focused approaches
• Integrate practices that help prevent tensions from escalating

Completion Requirements

To successfully complete the training, participants must:

• Complete all training modules
• Complete all mandatory learning activities
• Achieve a minimum score of 80% on the final assessment

• Computer or tablet with a reliable Internet connection. Mobile phones may be used, but some content may not be fully optimized for smaller screens.
• Updated web browser (Chrome, Edge, Safari, or Firefox recommended)
• Speakers or headphones for audio/video content
• Notebook or digital note-taking tool (optional, for personal learning
• Access to the course platform (login credentials provided upon registration)

• A Certificate of Completion is issued at the end of the training, provided that the learning path has been completed and, where applicable, the knowledge assessment has been successfully passed.
• Downloading the certificate is also conditional upon completing the course evaluation regarding the participant’s overall assessment of the training.
• Once the evaluation has been submitted, the certificate can be downloaded in PDF format. It remains accessible at all times from the “My Courses” section for future downloads. Participants may also contact the support team to request an additional copy.
• Certificates are retained in our records for a period of six years, or for the applicable validity period of the certificate or awarded credits, as the case may be.

A training evaluation is conducted at the end of the course to gather participant feedback and support the continuous improvement of the quality of the content and teaching methods.

This mandatory evaluation focuses in particular on:

• The clarity and relevance of the content 
• The achievement of the learning objectives 
• The quality of the learning activities 
• The usefulness of the tools and strategies presented in professional practice 
• Overall satisfaction with the training 

The results of this evaluation are reviewed periodically in order to identify opportunities for improvement and ensure the ongoing updating and enhancement of the training.