Managing conflict and effective dispute resolution in higher education

Graduation

Certificate
ECTS-Points

24
Learning format

Blended Learning
Duration

2 semesters, part time
Start

Winter semester 2026/27
Costs

EUR 4.200,--
Admission requirements

According to curriculum
Language

English
Study location

Krems (AT)
Curriculum

Curriculum (PDF | 104 KB)

Higher education institutions are places of dialogue, participation and diverse interests. Where different perspectives, expectations and responsibilities meet, conflicts may arise that require professional processes and skilled practitioners.
The Certificate Program “Managing Conflict and Effective Dispute Resolution in Higher Education” provides participants with a solid foundation and practice-oriented approaches for dealing with conflicts, complaints and disputes in higher education settings. The programme focuses on conflict management, ombuds practice, complaint handling, alternative dispute resolution (ADR), and the organisational, legal and ethical frameworks that shape higher education institutions and research organisations.
Participants develop the competencies required to analyse and manage conflicts, design fair procedures, and contribute to institutional learning and development. Developed in cooperation with the European Network of Ombuds in Higher Education (ENOHE), the programme is designed for professionals working with conflict and complaint cases across higher education and research institutions.

Target Group

Benefits and Learning Outcomes

future-oriented
networking
practice-oriented

Curriculum

ECTS

Contents

Module 1 provides a foundational understanding of governance structures and legal frameworks relevant to ombudspersons in higher education and others working in similar areas. Participants will analyze organisational and stakeholder dynamics within higher education institutions and the larger European Higher Education Area and develop the competencies to address legal and ethical challenges in their work, with particular focus on confidentiality, privacy, whistleblowing, and non-discrimination.
Contents

Module 2 develops advanced communication and negotiation skills tailored to the university context, enabling participants to navigate difficult conversations and stakeholder dynamics. The module emphasizes empathetic listening, strategic dialogue, and interest-based negotiation approaches. It is designed for those managing complex interactions and aiming to build trust in institutional environments.
Contents

This module focuses specifically on dispute settling and conflict resolution in the context of higher education as the core responsibility of ombuds. Learners will analyse conflict sources, understand conflict management systems and recognise cultural and contextual differences. The module provides learners with concrete ADR techniques they can apply in their work; participants will learn how to support stakeholders effectively, how to encourage proactive conflict management and how to promote institutional learning.
Contents

In the CP’s concluding module, participants will apply the learning outcomes of the previous modules to work together on actual cases and devise solutions. Moreover, the module aims to foster the reflective, emotional, and interpersonal competencies essential for ombuds in higher education. Participants will develop strategies for stress management and self-care while enhancing their own resilience and empathy. Leveraging peer-learning and collaboration, the module emphasizes the importance of peer-support net-works in sustaining professional effectiveness in high-pressure environments. Through interactive workshops and case-based group work, participants will analyze complex real-world challenges from their own backgrounds, reflect on critical incidents, and develop collective solutions to systemic and interpersonal issues in higher education