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    Course Introduction
    Course Syllabus
    Unit 1: Functional versus Dysfunctional Conflict
    1.1: Functional Conflict and its Role in Innovation
    Understanding Conflict
    What is Good about Conflict?
    Leadership, Conflict, and Conflict Management
    1.2: Reasons for Dysfunctional Workplace Conflict
    Four Ways to Deal with Workplace Conflict
    1.3: Misunderstandings or Disagreements from Organizational Structure
    Organizational Structure and Change
    1.4: Resource Scarcity
    Defining Economics
    1.5: Misunderstandings or Disagreement from Task Interdependence
    Teamwork Effectiveness
    Why Teamwork Works
    Effective Teamwork and Collaboration
    Active Listening and Dealing with Resistance to Change
    1.6: Conflicting Personality Types
    Personality Types
    1.7: Negative Stereotypes and Cultural Biases
    Defining Stereotypes
    Prejudice, Discrimination, and Stereotyping
    1.8: Gender-Based Stereotypes
    Gender-Based Descrimination
    Sexual Harassment
    1.9: Age-Based Stereotypes
    Age-Based Discrimination
    1.10: Culture-based Biases and Stereotypes
    Culture-based Discrimination
    1.11: Avoiding Biases and Stereotypes
    Building Culturally-Competent Organizations
    1.12: The Effects of Dysfunctional Conflict on Work Products
    Organizational Conflict: A Review of the Literature
    The Leader's Role in Coaching Employees through Conflict
    Unit 2: Best Practices for Conflict Resolution
    2.1: Five Styles of Handling Conflict
    The Thomas-Kilmann Conflict Mode Instrument
    Finding Opportunities in Conflict
    2.2: Methods of Conflict Resolution
    Alternative Dispute Resolution
    2.3 Negotiation
    A Problem-Solving Approach to Conflict Resolution
    Conflict Resolution
    The Nature of Unions
    Collective Bargaining
    2.4: Mediation
    Facts About Mediation
    2.5: Arbitration
    Arbitration
    Analysis of the Arguments about Arbitration in the Supreme Court
    2.6: Litigation
    When to Bring a Lawsuit
    Trial Procedure
    2.7: Understanding Each Party
    Resolving Conflict
    2.8: Working toward a Common Goal
    Ensuring Teams Work Effectively
    2.9: Barriers to Reaching a Common Goal
    2.9: Planning to Reach a Common Goal
    Project Completion
    2.10: Grievance Procedures
    Five Reasons to Tell the Hard Truth to Underperformers
    How to Have a Performance Conversation
    Progressive Discipline and Termination Processes
    Unit 3: Legal Issues
    3.1: Laws to Protect Workers
    Federal Employment Discrimination Laws
    3.2: Hostile Work Environments
    Legal Rights for Union Members
    3.3: Fear of Retaliation
    The Role of Whistleblowers in Protecting the Safety and Integrity of the Food Supply
    3.4: Not Meeting Expectations
    A Sample Case of Workplace Hostility
    3.5: The Equal Employment Opportunity Commission (EEOC)
    Laws, Regulations, and Assessment
    Unit 4: Conflict Resolution Procedures
    4.1: Managing Conflict Resolution
    True Collaboration Embraces Conflict
    A Primer on Conflict Resolution
    4.2: Example Policies and Procedures
    Grievance Procedures
    Whistleblower and Anti-Retaliation Policies
    Disciplinary Policies
    Managing Employee Complaints
    Preventing Workplace Violence
    Course Feedback Survey
    Course Feedback Survey
    Certificate Final Exam
    PRDV230: Certificate Final Exam
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  1. PRDV230: Create a Workplace Conflict Resolution Policy
  2. Unit 4: Conflict Resolution Procedures
  3. 4.2: Example Policies and Procedures
  4. Managing Employee Complaints

Managing Employee Complaints

Completion requirements

Review this example of a procedure employees should follow to make complaints. The accompanying flowchart details the actions the organization will take when responding to a complaint so employees know what to expect.

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Saylor Academy © 2010-2025 except as otherwise noted. Excluding course final exams, content authored by Saylor Academy is available under a Creative Commons Attribution 3.0 Unported license. Third-party materials are the copyright of their respective owners and shared under various licenses. See detailed licensing information. Saylor Academy®, Saylor.org®, and Harnessing Technology to Make Education Free® are trade names of the Constitution Foundation, a 501(c)(3) organization through which our educational activities are conducted.