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Politecnico di Milano

Managing Conflicts

This edition is closed. To enroll in this course, please go to Find courses and search for the running edition.

How to recognise a conflict? How to best manage it? What role does your personality play? You will find some answers to these questions in this course.

Course description

In any social context, conflicts, as well as being inevitable, are also essential for grasping the potential of diversity and for growing as a person. Learning to deal with conflicts in a constructive way is essential. In reality, however, we give the word ‘conflict’ negative connotations and this is often what makes us react in a dysfunctional manner.

In private it is often easier to express dissent in a discussion or talk about our needs and hurt feelings.
But the more we feel more intimate with the other party (e.g... partner, family member or friend), the more we feel that he/she will be able to understand and forgive us for our emotional spills.

In the professional world, when we are in the midst of a conflict, we feel more restrained in expressing our needs or feelings openly, tending more to hide difficulties, until the conflict explodes in a completely unexpected way for the counter-party. Having complete emotional control is often seen as an ideal professional approach; 'emotional control', however, should not imply a denial of the emotional world.

Conflicts in the private and the professional worlds have the same general characteristics. What changes is our way of dealing with them, depending on the context, situations and interlocutors.

Course Information:

  • The course is structured in 5 weeks, sub-divided into modules.
  • The modules have different lessons within them, consisting of texts, videos, quizzes and individual self-reflection exercises.
  • You can get involved by doing the Role Plays, which allow you to experiment with different reactions to some example conflict situations.
  • We advise you to follow the pathway in a linear manner, but you can freely move between content, if it is more useful for your learning style.
  • It is important that you respect your own pace: the length indications are a rough estimate, but your pace should guide you in the best way for the enjoyment and individual reflection on the topics covered in the proposed pathway.
  • There are also some additional resources, collected in additional material, so you reach a level of detail greater in some topics of your interest and / or tackle some specific tests that can give you some further indication on your attitude.

Further editions of this course will be activated each academic year.

This MOOC is listed under the eLene4work “Orientation Guide”.


There are no prerequisites to take this course, but all of your personal experiences related to change management will be a useful starting point.


The course has several questions, some in the form of quizzes, others as proposals to stimulate your personal reflection. These questions will not be evaluated to complete the course. Instead, the quiz you will find at the end of each week will be evaluated. Scoring for the quiz equals 1 point per question. You can retry the quiz up to a maximum of 3 times. Remember, the system will record the result of your final attempt, not the best of your attempts. The course is considered properly completed if the participant responds correctly to 60 % of the questions in total. The course’s total score will be calculated by averaging the scores of the quizzes for each individual week. After completing the course, if you have surpassed the required score, you can download and print a certificate of participation.

Forum Guidelines

The forum is freely accessible and participation is not guided; you can use it to compare yourself with other students, or to discuss course contents with them. It will not be moderated by the instructor.

ready for your first lesson in conflict resolution?


Course instructor

Ingrid Hollweck

Ingrid Hollweck

Ingrid Hollweck graduated in Economics and Commerce from the Otto Friedrich Universität, Bamberg (Germany) and earned a Master in Business Administration from SDA Bocconi. She has been dealing with the development of people, teams and organizations, first within the companies for which he worked, then as a consultant, for 18 years. Ingrid Hollweck is an I.C.F (International Coach Federation) certified coach. She has been working as an Executive & Corporate Coach for companies for 10 years. Other than that, she is a lecturer and facilitator for seminars on the topics of leadership and organisational behaviour.


How much will it cost to take the course?

Nothing! The course is completely free.

Will I receive a certificate after completing the course?

Yes, at the end of the course, all those who have successfully completed the course (answering at least 60 % of questions correctly) will receive a Certificate of participation.
The Certificate is not recognized as university credits.

How do I obtain the certificate?

All those who have successfully completed the course (answering at least 60 % of questions correctly) will receive the Certificate of participation. You can download your Certificate of participation directly from the portal.
Warning: the certificate will only be generated after the end of the course. In order to view and download it, you will need to wait a few days after the end of the current course.

I could not view all the course materials and complete the quizzes before the end of the course; what should I do?

Course materials will remain accessible for a long time for course participants, even after the end of the current course.
In order to obtain the Certificate of participation, you will need to sign up for an active course and answer the quizzes correctly.

  1. Classes Start

    Dec 12, 2016
  2. Classes End

    Mar 05, 2017
  3. Estimated Effort

    1-3 hours/Week
  4. Language

  5. Course Number

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