Conflict Management with Emotional Intelligence

This video gives details about this course on the Udemy platform and ways to get the most from it by using your emotional intelligence.

To make the course more fun, there are details of a specific practical activity - a competition - that will help you to work towards completing the course. Look for the letters that make up the word UDEMY that are hidden in some of the lectures to win a valuable prize. (No, it's not free access or a discount code for another course!)

Before we start the course, here is a practical activity that encourages you to think about a conflict situation that you are working with, why you are taking the course and what you want to get from it.

This lecture looks at some of the learning outcomes covered in this course on conflict management with emotional intelligence.

Giving and receiving feedback is a core competency in conflict management.  If you do it well, it can boost and improve relationships.  Often feedback is not delivered appropriately and can be perceived as just being critical.  

This lesson looks at issues that can arise through giving and receiving feedback.

An example around the issues of feedback is given within this lesson looking at the Udemy rating system.  This course has been attracting low ratings without comments more than my other courses.  I wonder why this is happening?

Here are five questions that you should ask yourself in every challenging situation.  These will help you to develop your emotional intelligence.

Conflict is often viewed negatively but conflict occurs on a very regular basis in work environments with good reason.

This lecture looks at the sources, the costs and the benefits of conflict.

This video looks at some factors and some questions that you need to consider when working with conflict.

This lecture looks at the importance of trust in working with conflict.  It covers the factors that you need to consider that will impact upon the conflict and its resolution.

This lecture investigates Robert Plutchik's Wheel of Emotions which considers trust as an emotion within the wheel which provides some very interesting insights.

Trust can be represented by an equation.  It consists of four interrelated factors - three combine to increase trust whilst one can diminish trust.

This lesson looks at trust in more detail and includes ways of building trust through the idea of an emotional bank account.

This lecture looks at bullying in the workplace.  

Bullying is a BIG issue that lends itself to a full course on the subject.  The lecture gives a brief overview of what bullying is (and what it is not), how it occurs, and what you can do when you believe you are being subjected to bullying. 

This is a practical activity that gets you to look at what you consider the word "conflict" to mean.  It gets you to involve about 4 or 5 other people to find out what they understand the word to mean too.  

The discussion this generates will be very interesting.

This part of the course is looking at assertiveness. The lecture defines what assertiveness is and the learning outcomes by completing this module.

We all have certain rights and responsibilities when it comes to being assertive. This lecture looks at these rights and responsibilities from your viewpoint and from the viewpoint of others.

There are going to be certain situations and circumstances that inhibit our assertiveness according to our upbringing and how we think about ourselves.

In this lecture we look at the choices between assertive, aggressive and passive behaviour and what the implications for these are.

This lecture covers what aggressive behaviour is and its long term impact.

This lecture covers what passive behaviour is and its long term impact.

This lecture covers what assertive behaviour is and its long term impact.

This information sheet gives some expressions of aggressive, passive and assertive behaviours through what is being said and through body language.

This lecture covers some of the methods and techniques you need to be assertive in the right way.

People can find saying "No" to requests quite difficult at times.  Here are some hints and tips that should allow you to say "No" without feeling guilty. 

Some clear rules about how and when to be assertive.

This lecture is a review of this section of the course on assertiveness.

This practical activity gets you to focus on the Rules of Assertion and asks you to focus on how you can use these to develop your assertion.

If you are going to learn about your assertiveness and the impact it has on others, it is important that you complete this practical activity!

(I know that it is very easy to ignore this but you will not develop your assertiveness from just watching the video lectures!)

This lecture covers the learning objectives for this part of the course on Toxic Situations.

This lecture looks at two situations that can easily turn toxic.  

Within this lecture, we look at

• The Caustic Opener
• Mind-Reading

This lecture looks at two situations that can easily turn toxic.  

Within this lecture, we look at

• Everyone. Forever.
• That's You All Over.

This lecture looks at two situations that can easily turn toxic.  

Within this lecture, we look at

• The Blame Game
• Exaggerate? Me?

This lecture looks at two situations that can easily turn toxic.  

Within this lecture, we look at

• You Say Tomato
• Yesterday's Hangover

This lecture looks at two situations that can easily turn toxic.  

Within this lecture, we look at

• What I Mean, Not What I Say 
• Irreconcilable Differences

Here are some ways that you can detoxify conflict situations without using some of the toxins yourself.

This lecture looks at some methods of conflict resolution to cover all of the Toxic Situations.

This lecture reviews the learning objectives for this part of the course on Toxic Situations.

This is a practical activity that gets you to assess which toxins you find yourself using over a period of a few days.

There is a table for you to complete and record your responses.

If you are going to learn about how your behaviour can lead to toxic situations arising, it is important that you complete this practical activity! 

(I know that it is very easy to ignore this but you will not develop your awareness of your toxins from just watching the video lectures!)

This quiz is designed to test your understanding of the types of toxic situations that we have just been looking at in this course.

You will be presented with a range of situations.  Try to determine the toxic situation that is occurring.  This will help you to plan how you can manage the conflict more effectively and in more satisfactory ways.

This lecture looks at how your emotional intelligence is based on an interplay between your environment and your behaviour.

This lecture looks at the basic skills that underpin communication and emotional intelligence.

This lecture looks at how you respond to emotionally intense situations through four types of response. 

This lectures looks at how emotions can easily escalate in conflict situations.

How you handle your emotions depends upon a number of factors.  People fall into three distinctive styles for attending to and dealing with their emotions.  This lecture covers handling emotions by looking at the three distinctive styles.    

This video explores the five levels of conflict as it increases in intensity.

This lecture looks at the cycle of behaviour that occurs when attitude drives behaviour.  There are some insights in how to break this cycle to stop it from escalating.

This lecture covers ways in which fight and flight behaviour can be managed in situations of conflict.

A freeze attack occurs when the emotional part of your brain takes over so that you are unable to respond rationally to a situation that causes you stress.  It is very difficult to react in the grip of a freeze attack.  

This lecture looks at what you can do to prepare yourself so that a freeze response is less likely to occur.

This video introduces a technique that is very powerful when you are facing an extremely challenging question or someone is bein deliberately provocative.

This lesson contains a set of hints and tips that are useful behaviours for any interaction in the workplace.

The Chimp Paradox, written by Steve Peters a leading UK sports psychologist, is based on simple metaphor for the battle between the rational (Human) and emotional (Chimp) aspects of our minds and the interplay between them which underscores virtually every aspect of our lives.

Watch this one minute observation test to get an insight into emotional responses.

This lecture looks at the Chimp Paradox metaphor that gives some insights into the workings of the brain.

This lecture looks at the structure of the brain with a very simple, but practical overview.  

This lecture looks at some of the basic drives behind your Chimp's behaviour.

This lecture looks at how the Chimp works - why it is so powerful and can be so difficult to manage.

The third part of the Chimp Paradox model.  The computer works with stored information - memories, values and beliefs. 

How accurate is your computer and how do you maintain it?

Recent research is suggesting that what we thought about where emotions are generated in the brain may not be strictly correct.

This is a practical activity that gets you to think about a Chimp response and a Human response to a number of situations.

(I know that it is very easy to ignore this but you will not develop your awareness of how your Chimp and how your Human operates from just watching the video lectures!)

This lesson includes a practical activity that gets you to assess your mode of conflict using a version of the Thomas Kilmann Conflict Mode questionnaire.

The Thomas-Kilmann Conflict Mode tool is a really useful tool for helping people understand how different conflict-handling styles affect interpersonal and group dynamics and for empowering them to choose the appropriate style for any situation.

The Thomas-Kilmann Conflict Mode Model is a really useful tool for helping people understand how different conflict-handling styles affect interpersonal and group dynamics—and for empowering them to choose the appropriate style for any situation.

This lesson gives some background to the model and how it works.

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This lecture covers the Compromising mode of conflict as described by the Thomas-Kilmann Conflict Mode Model.

Having completed the Thomas Kilmann Conflict Mode Assessment, this video gives you some insights into what your scores mean if they are particularity high or particularly low in the Compromising Mode.

This lecture covers the Competing mode of conflict as described by the Thomas-Kilmann Conflict Mode Model.

Having completed the Thomas Kilmann Conflict Mode Assessment, this video gives you some insights into what your scores mean if they are particularity high or particularly low in the Competing Mode.

This lecture covers the Collaborating mode of conflict as described by the Thomas-Kilmann Conflict Mode Model.

Having completed the Thomas Kilmann Conflict Mode Assessment, this video gives you some insights into what your scores mean if they are particularity high or particularly low in the Collaborating Mode.

This lecture covers the Avoiding mode of conflict as described by the Thomas-Kilmann Conflict Mode Model.

Having completed the Thomas Kilmann Conflict Mode Assessment, this video gives you some insights into what your scores mean if they are particularity high or particularly low in the Avoiding Mode.

This lecture covers the Accommodating mode of conflict as described by the Thomas-Kilmann Conflict Mode Model.

Having completed the Thomas Kilmann Conflict Mode Assessment, this video gives you some insights into what your scores mean if they are particularity high or particularly low in the Accommodating Mode.

This lecture covers some basic skills in conflict resolution.

Daphne's departmental meeting is in a couple of weeks to discuss future strategy with a view to putting some recommendations to the Board for consideration.  In order for the recommendations to be seriously considered, budgets have to be determined and presented.

Each part of the department will need to review its contribution to sales, savings, turnover and profitability.  

The meetings are normally well organised but some people are less well prepared than others which can lead to frustration and further meetings.

This quiz tests your knowledge and understanding of the modes of conflict by reviewing how the members of Daphne's team are working together.

This section looks at flexibility and adaptability which can lead to issues leading to differences of opinion around how things are done.  This lecture gives an overview of this section on flexibility and covers the learning outcomes of this module.

This lecture looks at how your personal preferences influence your attitude to flexibility and impacts upon your behaviour.

This lecture looks at the behavioural differences between Planning and Spontaneous Types and what these differences mean.

This lecture explores ways that you can be more flexible irrespective of your preferences.

Change requires flexibility and adaptability. This lecture looks at how to work with, and adapt to, change more effectively.

This lecture reviews this section on flexibility and adaptability and introduces the accompanying practical activity.

This practical activity gets you to assess and focus on how you use your time preference.  This will help you to understand your adaptability under pressure.

If you are going to learn about how flexible you are when working under pressure, it is important that you complete this practical activity! 

(I know that it is very easy to ignore this but you will not develop your awareness of your flexibility from just watching the video lectures!)

The Agreement Box refers to the area of agreement that should be explored to negotiate and agreed when working to manage conflict.  

Within the emotional environment created by conflict, the words used can be very significant.  This lecture looks at how one small word can change the management of conflict quite dramatically.

The way in which the words are expressed through the intonation (the tone) and the inflection (the pitch) can subtly change the meaning.  

This lecture looks at some examples and the way the meaning of some phrases can be altered by inflection and intonation of the words.

The term "third party" refers to a person or team of people who become involved in a conflict to help the disputing parties manage or resolve their disagreement.

This lecture sets out a structure for third party intervention.

This lecture looks at how you can deal with and manage conflict from a personal perspective.  It covers the six stages of conflict management with some wisdom around conflict.

This lecture reviews the learning outcomes covered in this course.