Conflict Resolution Skills

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Logo van Coursera (CC)
Opleiderscore: starstarstarstar_borderstar_border 6,3 Coursera (CC) heeft een gemiddelde beoordeling van 6,3 (uit 4 ervaringen)

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Beschrijving

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  • Paid plan: Commit to earning a Certificate—it's a trusted, shareable way to showcase your new skills.

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 conf…

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When you enroll for courses through Coursera you get to choose for a paid plan or for a free plan

  • Free plan: No certicification and/or audit only. You will have access to all course materials except graded items.
  • Paid plan: Commit to earning a Certificate—it's a trusted, shareable way to showcase your new skills.

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 4.2 stars Average User Rating 4.2See what learners said Coursework

Each course is like an interactive textbook, featuring pre-recorded videos, quizzes and projects.

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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.

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 expand


  1. Video: Welcome Video
  2. Reading: Course Overview
  3. Reading: About our Guest Speakers
  4. 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 expand


  1. Video: Active Listening Skills Lesson 1
  2. Video: Active Listening Skills Lesson 2
  3. Video: Case Study: Knowing When to Intervene
  4. Video: Case Study: Using Active Listening Skills
  5. Video: Case Study: Managing Conflict
  6. Video: Book Review: MGMT
  7. Video: Interview with Julie Espy
  8. Video: Interview with Patrick Gough
  9. 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 expand


  1. Video: Communication Problems Lesson 1
  2. Video: Solid Communication Lesson 2
  3. Video: Case Study: Communication Issues
  4. Video: Case Study: Getting to Collaboration
  5. Video: Case Study: Communicating and Understanding
  6. Video: Book Review: Now, Discover Your Strengths
  7. Video: Resource: Conflict Mode Instrument
  8. Video: Communication Problems and Skills Debrief
  9. 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 expand


  1. Video: Usable Plan Lesson 1
  2. Video: Usable Plan Lesson 2
  3. Video: Case Study: Tension Between Employees
  4. Video: Case Study: Facilitating a Meeting for Resolution
  5. Video: Case Study: Establishing Ground Rules
  6. Video: Book Review: Leadership: Theory, Application, and Skill Development
  7. Video: Resource: Additional Case Studies
  8. Video: Interview with Joseph Chatelle
  9. 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 expand


  1. Video: End of Course Video
  2. Reading: Message from UCI Extension
  3. Reading: Post-Course Survey

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