Communication & Conflict Resolution

Resolve workplace conflicts professionally and legally. This online course covers communication techniques, de-escalation, and German employment law: AGG, Works Council Act & Mediation Act. Ideal for HR, managers, and compliance professionals.

Communication & Conflict Resolution

Why Communication & Conflict Resolution is Essential Today

Imagine this: an employee escalates a dispute with their manager all the way to an employment tribunal — simply because no one had the conversation early enough. This is no isolated case. According to a study by the Bitkom Institute, every unresolved workplace conflict costs a German company several thousand euros on average. And the root cause? In most cases: a breakdown in communication.

 

The Communication & Conflict Resolution course gives you exactly what many organisations are missing: a clear understanding of how conflicts arise, how to recognise them early, and how to resolve them professionally — including from a legal standpoint. You won't just learn communication techniques; you'll also understand the legal framework in Germany, from the General Equal Treatment Act (AGG) to the German Mediation Act and the rights of the Works Council.

 

This course is designed to be practical. No jargon, no dry theory — just clear explanations, real-world scenarios and applicable knowledge for everyday professional life in Germany. Whether you're a manager, an HR professional or a career starter, by the end of this course you will handle conflicts with greater confidence, competence and legal security.

 

73 % of German employees experience workplace conflicts on a regular basis (KPMG study) ~€50,000 average cost of an escalating workplace conflict, including loss of productivity 6 practical modules — from communication techniques to the German Mediation Act 100 % online, flexible, in German — learn entirely at your own pace.

 

Communication & Conflict Resolution

Learning Objectives

By the time you complete this course, you will be able to detect conflict early, communicate in a de-escalating way, and make legally sound decisions. Here are your specific learning outcomes:

  • Recognise workplace conflicts early — before they escalate
  • Understand different communication styles and use them intentionally
  • Conduct difficult conversations in a legally compliant and solution-focused way
  • Apply de-escalation techniques practically — even under pressure
  • Understand the AGG, Works Constitution Act and Mediation Act in the context of conflict
  • Legally classify discrimination, harassment and psychological safety obligations
  • Know the full range of resolution pathways: from the Works Council to formal mediation
  • Manage conflict specifically in remote and hybrid team environments
  • Build a sustainable conflict culture within your organisation

Course Curriculum

6 Sections 24 Lectures 6 Hour
  • How Workplace Conflicts Really Begin
  • Communication Styles That Create or Defuse Tension
  • When Disagreements Turn Into Conflicts
  • Early Resolution Without Escalation
  • Lawful Everyday Communication at Work
  • Difficult Conversations Without Legal Risk
  • De-Escalation Techniques That Actually Work
  • Knowing When Informal Resolution Is No Longer Enough
  • Constitutional Limits of Communication in Germany
  • Civil and Criminal Liability in Conflict Situations
  • Discrimination, Harassment, and the AGG
  • Psychological Safety as a Legal Obligation
  • Employee Rights to Raise Complaints
  • The Works Council’s Role in Conflict Resolution
  • Documentation, Evidence, and Legal Accountability
  • Data Protection in Conflict Cases
  • Internal Procedures and Formal Investigations
  • Mediation Under the German Mediation Act
  • Mediation vs. Schlichtung vs. Legal Action
  • Lawful Outcomes and Closure of Conflicts
  • Designing Law-Compliant Conflict Management Systems
  • Managing Conflict in Remote and Hybrid Teams
  • Preventing Recurring Conflicts and Legal Exposure
  • Turning Conflict Into Organizational Strength

Who is this course suitable for?

This course is designed for everyone who deals with communication and conflict in their professional life — whether as a manager, specialist or career starter.

  • HR Professionals – Who handle complaints, conflicts and difficult conversations on a daily basis.
  • Compliance Officers – Who need to ensure communication processes are legally sound at all times.
  • Managers & Team Leaders – Who carry responsibility for team development and effective communication.
  • Works Council Members – Who need to know employee rights and accompany formal conflict procedures.
  • Legal Teams & Lawyers – Who want to classify conflicts legally and prevent escalation before it starts.
  • Career Changers & Starters – Who want to build targeted qualifications in HR, compliance or people management.

Requirements

This course is deliberately accessible. No legal background is required.

  • German language skills at B2 level or above
  • An interest in communication, conflict management or employment law
  • A computer, tablet or smartphone with internet access
  • No legal prior knowledge needed — everything is explained clearly
  • Professional experience is helpful but not required

Career opportunities

Conflict management and professional communication are in high demand in Germany. Employers are actively looking for professionals who can resolve difficult situations — without escalation or legal consequences.

  • HR Business Partner
    Supports managers with personnel decisions and conflict situations
  • Compliance Officer
    Ensures communication processes meet all legal requirements
  • Mediator / Conflict Adviser
    Provides neutral facilitation in internal or external disputes
  • HR Generalist / Recruiter
    Conducts conversations, manages expectations and handles complaints
  • Manager / Team Lead
    Responsible for team dynamics, communication and escalation prevention
  • Works Council Member
    Represents employee interests and accompanies formal conflict procedures
  • Organisational Developer
    Creates sustainable conflict management systems and communication frameworks

Salary figures are indicative benchmarks based on publicly available market data (e.g. Stepstone, Gehalt.de) and vary by sector, region and company size.

Certification information

Upon successful completion of the course, you will receive a Communication & Conflict Resolution Certificate documenting your knowledge & skills in this area.

Certificate Image

Frequently Asked Questions

01 What does conflict resolution in the German workplace actually mean? +

Workplace conflict resolution refers to all the measures used to end disputes between employees, managers or teams professionally and without legal escalation. In Germany, there is a clear legal framework: the Works Constitution Act (BetrVG) governs the role of the Works Council, the General Equal Treatment Act (AGG) protects against discrimination, and the German Mediation Act provides structured routes to a mutually agreed resolution. This course shows you how to apply all of this in practice.

02 What are the legal obligations of employers when conflicts arise in Germany? +

Employers in Germany have a duty of care towards their employees (§ 241 para. 2 BGB). This means they must maintain a safe and conflict-sensitive working environment. In practical terms: employee complaints must be taken seriously (§ 84 BetrVG), discrimination and harassment are prohibited under the AGG, and psychological safety is increasingly treated as part of health and safety obligations under the Occupational Safety Act (ArbSchG). Employers who ignore conflicts risk liability claims and damages.

03 What is the difference between mediation, conciliation (Schlichtung) and court action in Germany? +

These three terms are frequently confused. Mediation is a voluntary, confidential process in which a neutral mediator helps both parties find their own solution — governed by the German Mediation Act of 2012. Schlichtung (conciliation) ends with a settlement proposal from the conciliator, which both parties must agree to. Legal action (e.g. before the Labour Court) is the formal, public procedure with a binding judgement. Module 5 of this course explains exactly when each path makes sense.

04 How can I resolve conflicts in remote or hybrid teams? +

Conflicts in remote teams are particularly tricky: non-verbal signals are absent, misunderstandings arise more quickly, and escalations often only come to light once they are well advanced. In Module 6 of this course, you learn how to build digital communication structures that prevent conflict. You will understand which conflict patterns are typical in distributed teams — and how to recognise and address them early, even without a face-to-face conversation.

05 Does the AGG also apply to conflicts between colleagues? +

Yes. The General Equal Treatment Act (AGG) protects employees not only from discrimination by the employer, but also from harassment by colleagues. The employer is obliged to act on complaints (§ 13 AGG). If conflicts are not addressed consistently, the employer can be held personally liable. Module 3 of this course explains the AGG in the context of everyday workplace conflicts — clearly and accessibly.

06 Is this course also suitable for career changers with no HR experience? +

Absolutely. The course is designed to be fully understandable without any legal or HR background. The language is clear and grounded in everyday professional life. All legal principles are explained step by step. Whether you are just starting out, retraining or refreshing your knowledge, this course gives you a solid, practical foundation.

07 How long does the course take and when do I receive my certificate? +

The course is entirely self-paced. Most participants complete it in 4 to 8 weeks, investing around 2–3 hours per week. Once you have successfully completed all modules, your digital certificate is available immediately as a downloadable PDF — ready for your job application or LinkedIn profile. Your course access remains permanent, so you can revisit the content at any time.

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