Navigating Conflict: Building Bridges to Understanding

Conflict is inevitable; how we navigate conflict affects the wellbeing and productivity of ourselves, our teammates, and our practice. In this module, Derek Ahl and Sarah Lawrence of the Daniel Hanley Center for Health Leadership facilitate an exploration of conflict and strategies for managing it in a confident and productive manner. The module examines the characteristics and impact(s) of conflict, as well as its potential value. Different styles of approaching conflict will be discussed, in order to help learners recognize and better understand their own tendencies in response to conflict, as well as those of others. Upon completion of this module, participants will be more aware of their options when it comes to navigating contentious situations and will have increased knowledge and skills to move through these situations with intention.


Learning Objectives:

  • Learn about the nature of conflict
  • Gain understanding of your own tendencies (and those of others) regarding conflict
  • Explore various styles of approaching and managing conflict
  • Identify best practices to navigate conflict successfully

Intended Audience:  Practice providers, practice staff, practice administrators and various other health care related fields.

Module Structure: This learning module is self-paced in structure and you can work through the materials at your own pace. Estimated time to complete will be 1.5 hour.  The module will consist of an introduction and 7 units and will contain the following elements:

  • Video lessons
  • Hyperlinks to readings, videos, web resources and tools
  • Case study
  • Self-study worksheet

Table of Contents:

  • Course Introduction (Orientation)
  • Test Your Knowledge (Pre-Test)
  • Unit 1: Introduction and Overview
  • Unit 2: Conflict 101
  • Unit 3: Awareness Raising
  • Unit 4: Conflict 201
  • Unit 5: How do you want to face conflicts in your work?
  • Unit 6: Seeing conflict lived out
  • Unit 7: Putting it into practice
  • Course Wrap Up (Post-test and Evaluation Survey)

Assessment and Grading:

This learning module begins with a Pre-Test that will test your knowledge and allow you to gauge your baseline understanding of the topics to be covered. Your pre-test score will not count toward your overall grade. At the end of the module, there is a Post-Test that will determine your final grade. A comparison of your Pre-Test score and Post-Test score will help to assess how much knowledge you’ve gained. You will have two attempts to complete the Post-Test. Your score must be 75% or better in order to receive a certificate for CME credit.

Please complete the evaluation survey at the conclusion of the learning module.

To Obtain CME Credits:

  • Complete the entire learning module.
  • Complete the Pre-Test, Post Test, and Evaluation Survey at the end of the module.
  • You must earn a score of 75% or higher on the Post-Test in order to qualify for CME credits. You will have two attempts to complete the Post-Test.
  • After you confirm to completing the entire learning module and have received a score of 75% or higher on the Post-Test, your certificate of completion for CME credits will be generated and available for you for download.
  • Download and print your certificate of completion and CME Documentation Form.

This activity has been planned and implemented in accordance with the Essentials and Standards of the Maine Medical Association Committee on Continuing Medical Education and Accreditation through the partnership of Maine Medical Education Trust and Qualidigm.  The Maine Medical Education Trust is accredited by the Maine Medical Association to provide CME activities for physicians.


The following planners, speakers and authors have indicated that they have no relationships with industry to disclose relative to the content of this activity:

Amy Miller, BSHA/M (Course Designer)
Program Specialist

Sarah Lawrence (Presenter)
Facilitator Trainer
Daniel Hanley Center for Health Leadership

Derek Ahl (Presenter)
Daniel Hanley Center for Health Leadership

Jana Purrell (Faculty)
Senior Director of Physician Practices
MidCoast Hospital

Judiann Smith, Esq
Executive Director
Daniel Hanley Center for Health Leadership

Gricelle Font, MSIO
Administrative Specialist
Daniel Hanley Center for Health Leadership

Contact Information

If you are having technical problems (video freezes or is unplayable, can’t print your certificate of completion, etc.) you can submit a Help Request ( to the QC Learning Lab Team. If you have questions related to CME credit and requirements (Pre and Post-test) or course content, you can contact the Online Support Team at

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  • Course Certificate
 Copyright 2019