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JTA-004 Effective Conflict Resolution

Effective Conflict Resolution Course Online

Online Effective Conflict Resolution short course: what conflict is, the five resolution styles, and a six-step process to defuse emotions, find common ground, get to the root cause and build a win-win solution. Certificate issued instantly.

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Overview Course + Assessment Duration + Certificate

Effective Conflict Resolution Course Online

A two-hour, self-paced short course on a six-step collaborative process for resolving conflict of any size – with customers, colleagues or your team.

100% Online  ·  Approx. 2 hours  ·  Certificate of Completion
JTA-004 Effective Conflict Resolution

There are many ways people handle conflict: giving in, walking away, overpowering the other person or escalating to a formal complaint. Conflict resolution grew from the belief that there are better options. The JTA-004 Effective Conflict Resolution short course walks you through a six-step process to resolve conflicts of any size, and builds the skills that make it work — dealing with anger and using the agreement frame. Delivered 100% online by Job Trainer Australia (RTO 45742), it takes about two hours, and you receive a Certificate of Completion as soon as you finish.

Course at a Glance

Course Code
JTA-004
Price
$30.00 + GST
Duration
Approx. 2 hours
Delivery
100% Online
Prerequisite
None
Awarded
Certificate of Completion
Course Type
Professional development
Expiry
No expiry
Provider
Job Trainer Australia

Professional development course. This short course is delivered by Job Trainer Australia (RTO 45742) as non-accredited professional development. On completion you receive a Certificate of Completion, not a nationally recognised Statement of Attainment. For nationally recognised training, see our accredited courses.

Who Is This Course For?

Customer-facing staff — Anyone who interacts with customers face to face or over the phone and needs to resolve disagreements calmly.

Hospitality and retail teams — Food and beverage attendants, bar staff, retail and packaged liquor salespeople.

Cellar door and supplier staff — Winery, brewery and distillery cellar door teams and supplier sales representatives.

Security staff — Crowd controllers who monitor customer behaviour and need to de-escalate before conflict grows.

Supervisors and team leaders — Leaders who mediate disputes between staff and want a repeatable process to follow.

What You Will Learn

What conflict really is

A definition, workplace examples, why some conflict is healthy, and the key terms – mediation, hidden and apparent conflict, destructive and constructive conflict.

The five conflict resolution styles

Collaborating, competing, compromising, accommodating and avoiding – and exactly when each one is, and is not, the right choice.

Creating a communicative atmosphere

Securing willingness from both sides, defusing emotions, setting ground rules, and choosing the time and place.

Mutual understanding and shared needs

What do I want, what do they want, what do we want – separating wants from needs, finding common ground and building goodwill.

Analysing to the root cause

Asking “why?”, building a cause-and-effect (fishbone) diagram, and weighing the benefits of resolving it.

Options, solutions and the plan

Generating options without judging them, setting criteria, shortlisting, choosing a win-win solution and planning its implementation.

100% Online Training

Train any time, 24/7, on any device. Start, pause and resume whenever it suits you — the platform remembers where you left off. Secure SSL-encrypted platform with interactive content built around real workplace situations.

24/7

Access to your course

2 hrs

Typical completion time

3 mths

Course access

SSL

Secure platform

Why Train with Job Trainer Australia?

Registered Training Organisation

Job Trainer Australia is an ASQA-registered RTO (45742). This professional development course is delivered on the same platform, by the same team, as our nationally recognised RSA and food safety courses.

Trusted by 10,000+ Students

Thousands of Australian hospitality and retail workers have trained with Job Trainer Australia.

Real Support

Live chat, phone (1300 020 615) and email support from an Australian-based team, plus a free mobile app for learning on the go.

Built for Workplaces

Employers can purchase codes for staff through a Business Account and track completions — ideal for inductions and team professional development.

Ready to start? Use the Start Course Now button at the top of this page ↑

Frequently Asked Questions

Tap any question to view the answer.

Is the Effective Conflict Resolution course nationally recognised?

No. JTA-004 Effective Conflict Resolution is a professional development short course. You receive a Certificate of Completion issued by Job Trainer Australia (RTO 45742), not a nationally recognised Statement of Attainment. It is ideal for inductions, team training and professional development records.

How long does the course take?

Approximately 2 hours. It is self-paced, so you can stop and start as often as you like — the platform saves your progress. You have 3 months of access from enrolment.

How is the course assessed?

A 10-question online assessment at the end of the course (multiple choice, true/false, drag-and-drop ordering and matching). It is marked automatically and every question must be answered correctly; if you get one wrong you can review the relevant section and resubmit. There is no written assignment.

When do I get my certificate?

Immediately. Your Certificate of Completion is generated automatically when you pass the final assessment, emailed to you and stored in your student portal.

Does the certificate expire?

No. The certificate has no expiry date. We recommend logging back in occasionally to review any updated content.

How much does it cost?

$30.00 plus GST. As a non-VET professional development course, GST applies and is shown separately at checkout.

Can I enrol my whole team?

Yes. Employers can purchase multiple places and issue codes to staff through a Job Trainer Australia Business Account, and track completions in one place. Call 1300 020 615 to set one up.

Job Trainer Australia RTO 45742 | Professional development course | 53/15 Labouchere Road, South Perth WA 6151 | 1300 020 615 | info@jta.edu.au

Course Structure and Assessment

The course is divided into short online modules. After each module you complete a quick quiz, and you must answer every question correctly before moving on. There is no written assignment and no observer report — it is designed to be completed in one sitting.

What the course covers

  1. Understanding conflict — What conflict is, the different types, and the options people have for dealing with it.

  2. The six-step resolution process — Working through each step from identifying the issue to agreeing a solution.

  3. Dealing with anger — Keeping your own emotions in check and responding to anger in others.

  4. Using the agreement frame — A practical language technique for keeping conversations constructive.

  5. Applying the process — Putting the six steps to work in real customer and workplace situations.

How you are assessed

Module quizzes

Multiple-choice, drag-and-drop and fill-the-gap questions after each module. All questions must be answered correctly to progress.

Unlimited review

If you answer incorrectly you can review the learning material and reattempt the question — there is no penalty.

Open book

Refer back to the course content at any time while completing the quizzes.

Instant result

Quizzes are marked automatically. Your Certificate of Completion is issued as soon as the final quiz is passed — no waiting for an assessor.

Certificate of Completion. This is a professional development course, not a nationally recognised unit of competency. Your certificate can be used as evidence of professional development with your employer or industry body.

Duration, Access and Certificate

Approx. 1 hour to complete

Most people finish in a single sitting. Take longer if you like — start, stop and resume at any time and the platform saves your progress.

3 months access

You have 3 months from enrolment to complete the course. We send SMS and email reminders if you haven't logged in for a while.

Certificate issued on completion

Your Certificate of Completion is available in your student portal and emailed to you as soon as you pass the final quiz.

No expiry

Your Certificate of Completion does not expire. Log back in any time to review the latest content.

Need more time? If your access lapses, call 1300 020 615 — one free reactivation (a further 3 months) is available on request.

Easy to Enrol Support Pathways

Easy to Enrol — 3 Simple Steps

  1. Register and pay online. Create your free student account (or log in), choose your state and pay $30.00 + GST by card. Access is immediate.

  2. Complete the course. Work through the modules and quizzes at your own pace — about an hour in total — on your phone, tablet or computer.

  3. Download your certificate. Your Certificate of Completion is issued automatically when you pass the final quiz and is stored in your portal for re-download any time.

Training a team? Employers can buy multiple places and issue codes to staff through a Job Trainer Australia Business Account. Call 1300 020 615 or email info@jta.edu.au to set one up.

Need Help? Contact Our Support Team

Live chat

9am – 3pm Monday to Friday (AWST), via the chat icon on this website.

FAQs and Student Handbook

Quick answers in our FAQs; the Student Handbook is linked in the website header.

This course is completed online and needs basic computer, reading and writing skills. If you are unsure whether you have the skills or equipment, contact us before enrolling and we will help.

Where to Next?

Effective Conflict Resolution is a natural companion to our Anger Management and Customer Service short courses, and to the nationally recognised RSA most hospitality staff need.