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Coursera Conflict Resolution Skills

University of California, Irvine via Coursera

  • Overview
  1. Coursera
    Platform:
    Coursera
    Provider:
    University of California, Irvine
    Length:
    3 weeks
    Effort:
    3-4 hours/week
    Language:
    English
    Credentials:
    Paid Certificate Available
    Part of:
    Conflict Management | Coursera
    Overview
    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

    Syllabus

    Getting Started
    Get started with the course! Begin by reading the Course Overview and completing the 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.

    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.

    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.

    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.

    Taught by
    Najla DeBow

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