About this course: Resolving conflict in a positive manner is a skill than can be developed and practiced. Being heard can be one of the most important goals of someone engaged in conflict. Knowing how to listen and deploy appropriate communication tactics is determinative of whether a conflict will have a positive or negative resolution. Examine listening skills, appropriate and strategic verbal and non-verbal communication skills, and how to assemble a conflict management plan likely to yield positive resolutions. Upon completing this course, you will be able to: 1. Use active learning skills when dealing with conflict 2. Choose appropriate communication tactics when dealing with conflict 3. Create a usable plan for managing conflict
Created by: University of California, Irvine
Taught by: Najla DeBow, Instructor
University of California, Irvine Extension
| Basic Info | Course 2 of 4 in the Conflict Management Specialization |
| Commitment | 3 weeks of study, 3-4 hours/week |
| Language | English, Subtitles: Vietnamese, Spanish |
| How To Pass | Pass all graded assignments to complete the course. |
| User Ratings |
Syllabus
WEEK 1
Getting Started
Get started with the course! Begin by reading the Course Overview and completing the Pre-Course Survey.
1 video, 3 readings
- Reading: Course Overview
- Reading: About our Guest Speakers
- Reading: Pre-Course Survey
Active Listening Skills
In this module we will begin by examining active listening skills as a means of reaching a resolution. We will then shift our attention to recognizing conflict and knowing when to intervene. Lastly, we will discuss the five approaches to conflict.
9 videos
- Video: Active Listening Skills Lesson 2
- Video: Case Study: Knowing When to Intervene
- Video: Case Study: Using Active Listening Skills
- Video: Case Study: Managing Conflict
- Video: Book Review: MGMT
- Video: Interview with Julie Espy
- Video: Interview with Patrick Gough
- Video: Active Listening Skills Debrief
WEEK 2
Communication Problems and Skills
In this module we will discuss one of the approaches to conflict discussed in the previous module, the Collaborative Solution. Specifically, we will focus on how to get to the facts and how to set the collaborative stage.
9 videos
- Video: Solid Communication Lesson 2
- Video: Case Study: Communication Issues
- Video: Case Study: Getting to Collaboration
- Video: Case Study: Communicating and Understanding
- Video: Book Review: Now, Discover Your Strengths
- Video: Resource: Conflict Mode Instrument
- Video: Communication Problems and Skills Debrief
- Video: Interview with Karen Kaye
Graded: Reaching a Collaborative Solution
WEEK 3
Usable Plan
In this module we will define "position" and "interest," as they pertain to conflict resolution. In doing so we will underscore the importance of moving from position to interest. Furthermore, we will examine how to create an action plan with the end goal of producing an agreed upon solution.
9 videos
- Video: Usable Plan Lesson 2
- Video: Case Study: Tension Between Employees
- Video: Case Study: Facilitating a Meeting for Resolution
- Video: Case Study: Establishing Ground Rules
- Video: Book Review: Leadership: Theory, Application, and Skill Development
- Video: Resource: Additional Case Studies
- Video: Interview with Joseph Chatelle
- Video: Usable Plan Debrief
Graded: Conflict Resolution Skills
Course Wrap-up
Congratulations! You've made it to the end of the course. Please watch the end of course video, read the message from UCI Extension, and complete the post-course survey.
1 video, 2 readings
- Reading: Message from UCI Extension
- Reading: Post-Course Survey
FAQs
How It Works
Coursework
Each course is like an interactive textbook, featuring pre-recorded videos, quizzes and projects.
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Creators
University of California, Irvine
Since 1965, the University of California, Irvine has combined the strengths of a major research university with the bounty of an incomparable Southern California location. UCI’s unyielding commitment to rigorous academics, cutting-edge research, and leadership and character development makes the campus a driving force for innovation and discovery that serves our local, national and global communities in many ways.
Pricing
| Purchase Course | |
|---|---|
| Access to course materials | Available |
| Access to graded materials | Available |
| Receive a final grade | Available |
| Earn a shareable Course Certificate | Available |
Ratings and Reviews
Muy buen curso.
Excellent! I liked the information and skills of this module so much.
Thank you for the opportunity.
I enjoyed the course and found it very helpful.
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Great content and real world examples. Definitely a must take class for anyone interested in solving problems effectively.