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
Este curso faz parte do Programa de cursos integrados Gerenciamento de conflitosGerenciamento de Conflito
Habilidades em Resolução de Conflitos
oferecido por
Programa de cursos integrados Gerenciamento de conflitosGerenciamento de ConflitoUniversidade da Califórnia, Irvine
Informações sobre o curso
4.2
463 classificações
Habilidades que você terá
Active ListeningCommunicationManagementCollaboration
Programa - O que você aprenderá com este curso
Semana
1Getting Started
Get started with the course! Begin by reading the Course Overview and completing the Pre-Course Survey.
1 vídeo (total de (Total 3 mín.) min), 3 leituras
1 vídeos
Welcome Video2min
3 leituras
Course Overview10min
About our Guest Speakers10min
Pre-Course Survey10min
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 vídeos (total de (Total 32 mín.) min)
9 videos
Active Listening Skills Lesson 24min
Case Study: Knowing When to Intervene1min
Case Study: Using Active Listening Skills1min
Case Study: Managing Conflict1min
Book Review: MGMT2min
Interview with Julie Espy6min
Interview with Patrick Gough8min
Active Listening Skills Debrief3min
Semana
2Communication 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 vídeos (total de (Total 27 mín.) min), 1 teste
9 videos
Solid Communication Lesson 21min
Case Study: Communication Issues1min
Case Study: Getting to Collaboration1min
Case Study: Communicating and Understanding1min
Book Review: Now, Discover Your Strengths3min
Resource: Conflict Mode Instrument1min
Communication Problems and Skills Debrief5min
Interview with Karen Kaye6min
Semana
3Usable 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 vídeos (total de (Total 33 mín.) min), 1 teste
9 videos
Usable Plan Lesson 23min
Case Study: Tension Between Employees1min
Case Study: Facilitating a Meeting for Resolution2min
Case Study: Establishing Ground Rules2min
Book Review: Leadership: Theory, Application, and Skill Development2min
Resource: Additional Case Studies2min
Interview with Joseph Chatelle8min
Usable Plan Debrief7min
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 vídeo (total de (Total 1 mín.) min), 2 leituras
1 vídeos
2 leituras
Message from UCI Extension10min
Post-Course Survey10min
25%
comecei uma nova carreira após concluir estes cursos
20%
consegui um benefício significativo de carreira com este curso
10%
recebi um aumento ou promoção
Melhores avaliações
por SS•Dec 1st 2017
Excellent course and very beneficiary to all type of people. It consists of resolution ways to self conflicts, work conflicts and many others. I advice to enroll
por LB•Nov 14th 2016
Very good course a lot to learn specially with the globalization and working with different cultures is a really with tool for personal and company improvement.
Instrutores
Najla DeBow
InstructorUniversity of California, Irvine Extension
Sobre Universidade da Califórnia, 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.
Sobre o Programa de cursos integrados Gerenciamento de conflitosGerenciamento de Conflito
Master the fundamentals of conflict resolution, harness the power of positive conflict, and hone your intercultural communication skills. In this Specialization, you’ll learn to strengthen your personal and professional relationships by constructively addressing conflicts between individuals and within organizations. You’ll build skills specifically aimed at managing intercultural conflicts in today’s global society, and you’ll explore how competing interests and goals, power imbalances, and other factors influence the nature of conflict and management strategies. In the final Capstone Project, you’ll analyze a specific conflict and outline an approach to management and resolution.
Perguntas Frequentes – FAQ
Quando terei acesso às palestras e às tarefas?
Ao se inscrever para um Certificado, você terá acesso a todos os vídeos, testes e tarefas de programação (se aplicável). Tarefas avaliadas pelos colegas apenas podem ser enviadas e avaliadas após o início da sessão. Caso escolha explorar o curso sem adquiri-lo, talvez você não consiga acessar certas tarefas.
O que recebo ao me inscrever nesta Especialização?
Quando você se inscreve no curso, tem acesso a todos os cursos na Especialização e pode obter um certificado quando concluir o trabalho. Seu Certificado eletrônico será adicionado à sua página de Participações e você poderá imprimi-lo ou adicioná-lo ao seu perfil no LinkedIn. Se quiser apenas ler e assistir o conteúdo do curso, você poderá frequentá-lo como ouvinte sem custo.
Qual é a política de reembolso?
Existe algum auxílio financeiro disponível?
Mais dúvidas? Visite o Central de Ajuda ao Aprendiz.
O Coursera proporciona acesso universal à melhor educação do mundo fazendo parcerias com as melhores universidades e organizações para oferecer cursos on-line.
© 2019 Coursera Inc. Todos os direitos reservados.
