2026 Power Learning Series - Conflict Resolution in Action: Practical Tools for Public Sector HR - Starting 9/23/2023

Course Syllabus

Course Overview:

Learners will move from understanding conflict, to applying resolution strategies, to practicing those strategies through realistic public sector scenarios. By the end of the course, learners will have a practical framework they can use immediately when responding to employee disputes, supervisor-employee tension, interdepartmental conflict, communication breakdowns, and situations where emotions are high but professionalism still matters.

Audience: This comprehensive learning program is designed for public sector HR professionals, employee relations professionals, HR managers, department leaders, supervisors, and public agency professionals who are responsible for addressing workplace conflict, coaching managers, supporting employees, and helping maintain a healthy and productive workplace culture.

Learning Objectives:

1. Identify common causes and early warning signs of workplace conflict in public sector environments.
2. Distinguish between performance issues, behavior issues, communication breakdowns, personality conflict, and systemic workplace problems.
3. Apply practical de-escalation, active listening, and mediation techniques to reduce defensiveness and move conversations toward resolution.
4. Explain HR’s role in balancing neutrality, empathy, accountability, policy compliance, documentation, and organizational risk.
5. Use structured conflict-resolution tools to prepare for, facilitate, document, and follow up after difficult workplace conversations.
6. Practice conflict-resolution strategies through public sector case studies, role-play scenarios, and facilitated group discussion. 

Course Structure:

Session 1: Understanding Conflict in Public Sector Workplaces This session focuses on what conflict is, why it happens, how it escalates, and why public sector workplaces have unique conflict dynamics. Participants will explore common root causes such as unclear expectations, poor communication, perceived disrespect, role confusion, inconsistent supervision, workplace silos, and fear of speaking up. We will also discuss public sector pitfalls such as political sensitivity, public scrutiny, hierarchy, union or labor considerations, and the tendency to avoid conflict until it becomes formal.

Session 2: Resolving Conflict — HR’s Role, Tools, and Frameworks This session focuses on what HR, managers, and leaders can do once conflict is present. Participants will learn practical tools for de-escalation, active listening, reframing, mediation preparation, meeting structure, ground rules, policy alignment, documentation, and follow-up. We will also discuss how to balance empathy and accountability, how to stay neutral without becoming passive, and how to help employees move from positions to interests.

Session 3: Conflict Resolution Lab — Public Sector Case Studies and Role Play This final session is application-focused. Participants will work through realistic public sector scenarios involving employee disputes, supervisor-employee conflict, interdepartmental tension, communication breakdowns, and emotionally charged conversations. Through breakout rooms, role-play, group debriefs, and guided discussion, learners will practice using the tools from Sessions 1 and 2 in a safe, structured environment.

Course Design:

The course will be delivered over three-weeks with three one-hour sessions per week.  You will receive details about the dates, times, and the URL for your course meetings

Time Commitment:

Plan for 1 hour for each online lesson to read, complete activities, and prepare for course meetings. Individuals have varying learning paces, so it might take more or less time for each person. We recommend completing lessons a day or two before the course meeting to allow time for reflection on what you've learned and the development of your plans. 

Course Meeting Session Schedule (subject to change):

• Start Date: 9/23/2026
• Completion Date: 10/1/2026
• Meeting 1:  9/23/2026 - 2:30 - 3:30 pm ET
• Meeting 2:  9/30/2026 - 2:30 - 3:30 pm ET
• Meeting 3:  10/1/2026 - 2:30 - 3:30 pm ET

Certificate of Attendance:

You will earn a Certificate of Completion upon completion of the course.

Cancellation Policy:

Professional Development Cancelation Policy

Recertification Points:  

PSHRA-5 and HRCI-5

Making public sector work better®.