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

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

Video: Welcome Video
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 1
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: Communication Problems Lesson 1
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 1
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

Video: End of Course Video
Reading: Message from UCI Extension
Reading: Post-Course Survey

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How It Works

Coursework

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

Help from Your Peers

Connect with thousands of other learners and debate ideas, discuss course material, and get help mastering concepts.

Certificates

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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

	Audit	Purchase Course
Access to course materials	Available	Available
Access to graded materials	Not available	Available
Receive a final grade	Not available	Available
Earn a shareable Course Certificate	Not available	Available

Ratings and Reviews

Rated 4.2 out of 5 of 365 ratings

Some very good honts on how to manage conflicts

hard language, please make some lectures after videos like presentations briefly with all main points

Great course. Provides good information on setting up positive conflict meetings.

Excellent course! Practical strategies that could be used at work, with family and friends. Managers, students, and parents should take this course.