Course Overview

The Diploma in Workplace Dispute Resolution is designed for anybody with people management responsibilities as well as those working within, or seeking to enter, the HR profession and persons with a general interest in the area.



Course Modules

Week 1           Introduction to the course and workplace conflict

  • Types of Conflict
  • Causes of Conflict
  • Conflict Styles

Week 2           The Psychology of Conflict

  • The role Power plays in conflict
  • Meeting Human Needs to prevent conflict occurring
  • The role of Bias in conflict

Week 3           Personality and Conflict

  • Differing motivations in the workplace
  • Conflicting Personalities
  • The role of personality in improving collaboration

Week 4           Managing Change

  • Models of Change Management
  • Common mistakes in change management
  • Creating change without conflict

Week 5           Managing Performance

  • Causes of poor performance
  • Having Difficult conversations
  • Giving Feedback

Week 6           Negotiation, Persuasion and Coaching

  • The Pillars of Persuasion
  • Using negotiation to resolve workplace disputes
  • Coaching for positive work relationships

Week 7           Interpersonal Workplace Disputes

  • Bullying and Harassment
  • Psychological Safety
  • Company Culture and workplace disputes

Week 8           Managing Workplace Grievances and Disciplinary Issues

  • Managing Workplace disputes through the Grievance Procedure
  • Disciplinary Management
  • Managing Terminations of employment

Week 9           Legal issues in Workplace Dispute Resolution

  • Relevant Employment Law
  • Relevant Case Law
  • Workplace Relations Commission and the Labour Court
  • Managing Protected Disclosures


Week 10         Mediation

  • The use of mediation
  • The Mediation process
  • Facilitated conversations


Mode of delivery:  Online

30 hours over a period of ten weeks

Course Award

City Colleges Diploma


A pass grade on the written assignment will be required for awarding of the Diploma in Workplace Dispute Resolution. A fail grade will result in a Certificate of Attendance for the course but without the Diploma being awarded.


Tracy O’Brien

Tracy O’Brien is Managing Director of The People Password Ltd., a business which focuses on unlocking the potential in people through business strategy and management solutions, training, coaching, mentoring, mediation and positive HR Solutions.

A former HR Director, Tracy established this business to bring her passion for and experience in delivering business results through people to CEOs, Business Owners, HR Departments and Individuals.

A Psychologist with over 20 years board level and generalist HR and business leadership experience, Tracy works with senior teams to develop business strategy and improve the effectiveness of the team. Her career in business and HR saw her lead a Company to international accreditation as best employers under her strategic and operational vison and execution. Tracy’s training programmes have been shortlisted for awards by the IITD and The Education Awards.

Tracy holds a number of non-executive director positions and has experience in successfully managing simultaneous and varied multi-million-euro projects to achieve immediate and

long-term positive impact on revenue, profit and overall corporate value. Tracy is also a Lecturer with UCD Professional Academy and IT Carlow.

Tracy is a Fellow of the CIPD (Chartered Institute of Personnel and Development) and is an active member of the MII (Mediation Institute of Ireland) and EAWOP (European Association of Work & Organisation Psychology ). Tracy is also a member of the judging panel for the European Business Awards and a member of the Advisory Council of Digital Business Ireland as well as Chairperson of its HR Committee.


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live online
Live online training with real-time instructor-student interaction.
  • Live & fully online
  • Archived for review
January 2023
10 weeks, 1 evening per week from 6.30 to 9.30pm GMT

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