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Najla DeBow
Resolving conflict in a positive manner is a skill that 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.
Read more
Resolving conflict in a positive manner is a skill that 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.
Read more
Resolving conflict in a positive manner is a skill that 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 listening skills when dealing with conflict
2. Choose appropriate communication tactics when dealing with conflict
3. Create a usable plan for managing conflict
Register for this course and see more details by visiting:
OpenCourser.com/course/vvu5ga/conflict
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What's inside
Syllabus
Getting Started
Get started with the course! Begin by reading the Course Overview and completing the Pre-Course Survey.
Active Listening Skills
Read more
Syllabus
Getting Started
Get started with the course! Begin by reading the Course Overview and completing the Pre-Course Survey.
Active Listening Skills
Read more
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.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Useful for anyone who wants to improve their conflict resolution skills, regardless of their background or experience level
Taught by an experienced instructor who has a strong reputation in the field of conflict resolution
Offers a comprehensive overview of conflict resolution techniques and strategies
Features a variety of learning materials, including videos, readings, and discussion forums
Provides opportunities to practice conflict resolution skills through role-playing and simulations
Requires students to actively participate in discussions and activities
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Save Conflict Resolution Skills to your list so you can find it easily later:
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Reviews summary
Helpful conflict resolution course
Learners say this course provides a strong foundation in conflict resolution skills. It breaks down complex concepts into practical steps, with engaging assignments that test your understanding. The course highlights the importance of active listening, communication, and a collaborative approach to resolving conflicts. Most students highly recommend this course for personal and professional growth.
Interactive class materials include videos, case studies, interviews, and more.
"Design of the course is excellent with videos, book reviews, case studies and interviews with field experts."
Instructor Najla De Bow delivers lessons in a clear and engaging way.
"The way she constructed the lesson plans and the pedagogy sustained the interest in the course."
"good and professionl"
Concepts are presented with real-world examples and assignments help you apply skills.
"This course provides material that is instantly able to be practiced in real life."
Some students found the pace of the course to be too slow or lacking in real-life examples.
"Course is unnecessarily slow paced and an instructor just reading slides is pretty ineffective."
"The Delivery of the course can be improved and be more structured."
Assignments are peer reviewed, which can provide valuable feedback but can also be subjective.
"Peer reviewing of assignments is a bit of a mixed bag but the content was well laid out and explained."
Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Conflict Resolution Skills with these
activities:
Organize Course Materials and Resources
Show steps
Strengthens your understanding by ensuring you have well-organized and easily accessible study resources.
Browse courses on
Note-Taking
Show steps
-
Review and organize lecture notes, readings, and other course materials
-
Create a filing system or digital folder structure to store and categorize materials
-
Highlight and annotate important concepts
-
Create summaries or mind maps to consolidate your understanding
Mentor New Students in Conflict Resolution
Show steps
Reinforces your understanding of conflict resolution principles by sharing them with others.
Browse courses on
Mentorship
Show steps
-
Identify opportunities to assist students new to the field of conflict resolution
-
Share your knowledge and experiences
-
Provide guidance on best practices and resources
-
Offer support and encouragement
-
Monitor their progress and provide ongoing feedback
Peer-Led Active Listening Practice
Show steps
Provides a collaborative environment to improve active listening skills and build confidence.
Browse courses on
Active Listening
Show steps
-
Connect with a classmate or group of peers
-
Take turns presenting different perspectives or scenarios
-
Practice active listening skills, such as paraphrasing, reflecting, and providing empathy
-
Provide constructive feedback and support to each other
Four other activities
Expand to see all activities and additional details
Show all seven activities
Attend a Conflict Resolution Workshop
Show steps
Offers an immersive and interactive environment to learn advanced techniques and gain insights from experts.
Browse courses on
Conflict Resolution
Show steps
-
Research and identify workshops focusing on conflict resolution
-
Register and attend the workshop
-
Actively participate in discussions and activities
-
Take notes and ask questions to enhance your understanding
Explore Skill-Building Tutorial Resources
Show steps
Reinforces concepts covered in the course through practical demonstrations and interactive exercises.
Browse courses on
Conflict Resolution
Show steps
-
Identify knowledge gaps from course syllabus
-
Search online for video tutorials or articles addressing those gaps
-
Follow along with tutorials, taking notes and practicing techniques
Active Listening and Conflict Resolution Simulations
Show steps
Provides an immersive and interactive environment to practice conflict resolution techniques.
Browse courses on
Active Listening
Show steps
-
Familiarize yourself with the five approaches to conflict discussed in the course
-
Identify real-world or fictional conflict scenarios
-
Role-play different communication approaches to resolve the conflicts
-
Reflect on the effectiveness of each approach and identify areas for improvement
Conflict Resolution Case Study Video
Show steps
Promotes a deep understanding of course concepts by applying them to real-world scenarios and sharing insights.
Browse courses on
Case study
Show steps
-
Review course materials and choose a specific conflict scenario to analyze
-
Research best practices and theories related to conflict resolution
-
Develop a storyboard and script for a video presentation
-
Record and edit the video, ensuring clear communication and engaging visuals
-
Share the video with peers or instructors for feedback and discussion
Organize Course Materials and Resources
Show steps
Strengthens your understanding by ensuring you have well-organized and easily accessible study resources.
Browse courses on
Note-Taking
Show steps
Show steps
Show steps
- Review and organize lecture notes, readings, and other course materials
- Create a filing system or digital folder structure to store and categorize materials
- Highlight and annotate important concepts
- Create summaries or mind maps to consolidate your understanding
Mentor New Students in Conflict Resolution
Show steps
Reinforces your understanding of conflict resolution principles by sharing them with others.
Browse courses on
Mentorship
Show steps
Show steps
Show steps
- Identify opportunities to assist students new to the field of conflict resolution
- Share your knowledge and experiences
- Provide guidance on best practices and resources
- Offer support and encouragement
- Monitor their progress and provide ongoing feedback
Peer-Led Active Listening Practice
Show steps
Provides a collaborative environment to improve active listening skills and build confidence.
Browse courses on
Active Listening
Show steps
Show steps
Show steps
- Connect with a classmate or group of peers
- Take turns presenting different perspectives or scenarios
- Practice active listening skills, such as paraphrasing, reflecting, and providing empathy
- Provide constructive feedback and support to each other
Four other activities
Expand to see all activities and additional details
Show all seven activities
Attend a Conflict Resolution Workshop
Show steps
Offers an immersive and interactive environment to learn advanced techniques and gain insights from experts.
Browse courses on
Conflict Resolution
Show steps
Show steps
Show steps
- Research and identify workshops focusing on conflict resolution
- Register and attend the workshop
- Actively participate in discussions and activities
- Take notes and ask questions to enhance your understanding
Explore Skill-Building Tutorial Resources
Show steps
Reinforces concepts covered in the course through practical demonstrations and interactive exercises.
Browse courses on
Conflict Resolution
Show steps
Show steps
Show steps
- Identify knowledge gaps from course syllabus
- Search online for video tutorials or articles addressing those gaps
- Follow along with tutorials, taking notes and practicing techniques
Active Listening and Conflict Resolution Simulations
Show steps
Provides an immersive and interactive environment to practice conflict resolution techniques.
Browse courses on
Active Listening
Show steps
Show steps
Show steps
- Familiarize yourself with the five approaches to conflict discussed in the course
- Identify real-world or fictional conflict scenarios
- Role-play different communication approaches to resolve the conflicts
- Reflect on the effectiveness of each approach and identify areas for improvement
Conflict Resolution Case Study Video
Show steps
Promotes a deep understanding of course concepts by applying them to real-world scenarios and sharing insights.
Browse courses on
Case study
Show steps
Show steps
Show steps
- Review course materials and choose a specific conflict scenario to analyze
- Research best practices and theories related to conflict resolution
- Develop a storyboard and script for a video presentation
- Record and edit the video, ensuring clear communication and engaging visuals
- Share the video with peers or instructors for feedback and discussion
Career center
Learners who complete Conflict Resolution Skills will develop knowledge and skills
that may be useful to these careers:
Mediator
Mediator
Mediators facilitate discussions between disputing parties to help them reach a mutually acceptable agreement. This course can help Mediators develop the skills they need to effectively communicate with others, understand their needs, and find mutually acceptable solutions. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Mediators.
Negotiator
Negotiator
Negotiators are responsible for resolving disputes and reaching agreements between two or more parties. This course can help Negotiators develop the skills they need to effectively communicate with others, understand their needs, and find mutually acceptable solutions. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Negotiators.
Arbitrator
Arbitrator
Arbitrators are responsible for making decisions that resolve disputes between two or more parties. This course can help Arbitrators develop the skills they need to effectively communicate with others, understand their needs, and find mutually acceptable solutions. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Arbitrators.
Human Resources Manager
Human Resources Manager
Human Resources Managers are responsible for managing the human resources of an organization, including resolving conflicts between employees. This course can help Human Resources Managers develop the skills they need to effectively communicate with others, understand their needs, and find mutually acceptable solutions. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Human Resources Managers.
Social Worker
Social Worker
Social Workers help people to resolve their problems and improve their lives. This course can help Social Workers develop the skills they need to effectively communicate with others, understand their needs, and find mutually acceptable solutions. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Social Workers.
Counselor
Counselor
Counselors help people to resolve their problems and improve their lives. This course can help Counselors develop the skills they need to effectively communicate with others, understand their needs, and find mutually acceptable solutions. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Counselors.
Customer Service Representative
Customer Service Representative
Customer Service Representatives are responsible for providing support to customers. This course can help Customer Service Representatives develop the skills they need to effectively communicate with customers, understand their needs, and resolve any conflicts that may arise. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Customer Service Representatives.
Teacher
Teacher
Teachers help students to learn and grow. This course can help Teachers develop the skills they need to effectively communicate with students, parents, and colleagues, and to resolve conflicts that may arise. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Teachers.
Salesperson
Salesperson
Salespeople are responsible for selling products or services to customers. This course can help Salespeople develop the skills they need to effectively communicate with customers, understand their needs, and resolve any conflicts that may arise. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Salespeople.
Manager
Manager
Managers are responsible for leading and motivating teams of employees. This course can help Managers develop the skills they need to effectively communicate with employees, understand their needs, and resolve conflicts that may arise. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Managers.
Politician
Politician
Politicians are responsible for representing their constituents and making decisions that affect the lives of their constituents. This course can help Politicians develop the skills they need to effectively communicate with constituents, understand their needs, and resolve any conflicts that may arise. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Politicians.
Lawyer
Lawyer
Lawyers are responsible for representing clients in legal matters. This course can help Lawyers develop the skills they need to effectively communicate with clients, understand their needs, and resolve any conflicts that may arise. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Lawyers.
Police Officer
Police Officer
Police Officers are responsible for protecting the public and enforcing the law. This course can help Police Officers develop the skills they need to effectively communicate with the public, understand their needs, and resolve any conflicts that may arise. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Police Officers.
Firefighter
Firefighter
Firefighters are responsible for protecting the public from fires and other emergencies. This course can help Firefighters develop the skills they need to effectively communicate with the public, understand their needs, and resolve any conflicts that may arise. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Firefighters.
Paramedic
Paramedic
Paramedics are responsible for providing medical care to the public in emergency situations. This course can help Paramedics develop the skills they need to effectively communicate with patients and their families, understand their needs, and resolve any conflicts that may arise. The course covers topics such as active listening, communication tactics, and conflict management planning, all of which are essential skills for Paramedics.
For more career information including salaries, visit:
OpenCourser.com/course/vvu5ga/conflict
Reading list
We've selected 41 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Conflict Resolution Skills.
This classic work on conflict resolution techniques provides excellent, practical advice on how to handle difficult conversations in the workplace and beyond.
Offers a comprehensive overview of conflict resolution theory and practice. It covers a wide range of topics, including the nature of conflict, the different approaches to conflict resolution, and the skills needed to be an effective conflict resolver. It is written in a clear and concise style and is packed with practical examples and exercises.
Provides practical tools and techniques for having difficult conversations in a productive and respectful manner. It is particularly useful for individuals who want to improve their communication skills and navigate conflicts more effectively.
Provides a comprehensive overview of the principles and practices of Nonviolent Communication, a powerful tool for resolving conflicts and building relationships.
Save
This classic book on negotiation provides a framework for reaching mutually acceptable agreements. It valuable resource for individuals who want to develop their negotiation skills and learn how to resolve conflicts through compromise.
Save
This classic book on negotiation provides a framework for reaching agreements that are mutually beneficial. It is particularly helpful for understanding the principles of interest-based bargaining and how to apply them in conflict resolution.
Introduces a communication model that focuses on empathy, understanding, and respectful dialogue. It helpful resource for individuals who want to improve their interpersonal communication skills and resolve conflicts peacefully.
This highly-accessible book offers practical tools for engaging in difficult conversations, which, when applied to conflict resolution, can lead to more productive outcomes.
Provides a practical approach to having difficult conversations in personal and professional settings. It valuable resource for individuals who want to improve their communication skills and navigate conflicts with greater confidence.
Provides a theoretical and practical guide to mediation, which may be relevant to understanding conflict resolution.
Provides a framework for understanding conflict in interpersonal, group, and international relations contexts.
Save
Offering a valuable perspective on the role of conflict resolution in building sustainable peace, this book can help deepen learners' understanding of the significance and impact of conflict resolution.
Provides a research-based approach to building and leading effective teams. It is particularly useful for learning about the different stages of team development, how to create a positive team culture, and how to manage conflict within teams.
A more advanced and theoretical exploration of peacemaking and conflict resolution, this book provides a framework for understanding and addressing conflicts at various levels.
Provides practical guidance on how to facilitate meetings and workshops in a way that is effective and engaging. It is particularly useful for learning about the different roles of a facilitator, how to plan and prepare for a meeting, and how to manage group dynamics.
While not directly about conflict resolution, this book's focus on facilitation techniques can enhance learners' abilities to guide conversations and support effective communication.
Provides a comprehensive guide to conflict resolution, including both theory and practical exercises and case studies in conflict resolution.
Provides a range of tools and techniques for resolving conflicts, with a focus on practical applications.
Explores the benefits of conflict and how to harness its power to achieve positive outcomes. It thought-provoking read for individuals who want to understand the role of conflict in negotiation and collaboration.
Classic in the field of personal development. It offers a set of principles and practices that can help people to become more effective in all areas of their lives. The book covers a wide range of topics, including self-awareness, time management, and leadership. It valuable resource for anyone who wants to improve their personal and professional life.
Save
Provides a beginner-friendly introduction to conflict resolution, with practical tips and advice.
Provides a framework for personal and professional effectiveness. It offers valuable insights on how to improve communication, build relationships, and resolve conflicts effectively.
Save
Provides a comprehensive overview of communication skills. It is particularly useful for learning about the different types of communication, how to communicate effectively in different situations, and how to build strong communication relationships.
Explores the importance of emotional intelligence in personal and professional success. It provides practical strategies for developing emotional intelligence and managing emotions effectively.
Provides a comprehensive overview of communication skills. It is particularly useful for learning about the different types of communication, how to communicate effectively in different situations, and how to build strong communication relationships.
Provides a comprehensive overview of conversation analysis. It is particularly useful for learning about the different methods and techniques of conversation analysis, how to conduct conversation analysis research, and how to use conversation analysis to understand communication in different contexts.
Provides a workbook-style approach to conflict resolution. It is particularly useful for practicing the different skills and techniques of conflict resolution.
Explores the concept of emotional intelligence. Goleman argues that emotional intelligence is essential for success in all areas of life. He offers a set of principles and practices that can help people to develop their emotional intelligence.
This practical guide provides managers with specific strategies and tools for resolving conflicts in the workplace, including case studies and exercises.
This book, written by a leading expert in the field, provides a comprehensive overview of peacemaking practices and theories.
Classic in the field of self-help. Peale argues that positive thinking can lead to success and happiness. He offers a set of principles and practices that can help people to develop a more positive outlook on life.
This scholarly work explores cultural influences on conflict resolution practices, bringing a cross-cultural perspective to the field.
This accessible and user-friendly guide offers a practical and step-by-step approach to conflict resolution.
Save
Simple and powerful guide to personal freedom. Ruiz offers four agreements that can help people to live a more peaceful and fulfilling life. The book is written in a clear and concise style and is packed with practical examples and exercises.
An authoritative reference work, this handbook provides a comprehensive overview of the latest research and theory in conflict resolution.
Save
This classic work of Indian philosophy offers a set of principles and practices that can help people to live a more spiritual and fulfilling life. The book is written in a clear and concise style and is packed with practical examples and exercises.
This classic work of Indian philosophy offers a set of principles and practices that can help people to live a more spiritual and fulfilling life. The book is written in a clear and concise style and is packed with practical examples and exercises.
Save
This classic work of Chinese philosophy offers a set of principles and practices that can help people to live a more harmonious and fulfilling life. The book is written in a clear and concise style and is packed with practical examples and exercises.
Save
This classic work of political philosophy offers a set of principles and practices that can help people to gain and maintain power. The book is written in a clear and concise style and is packed with practical examples and exercises.
This ancient Chinese text classic in the field of military strategy. It offers a set of principles and practices that can help people to win in conflict. The book is written in a clear and concise style and is packed with practical examples and exercises.
Save
This classic work of Stoic philosophy offers a set of principles and practices that can help people to live a more virtuous and fulfilling life. The book is written in a clear and concise style and is packed with practical examples and exercises.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/vvu5ga/conflict
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Effort
3 weeks of study, 3-4 hours/week
Via
Coursera
Institution
University of California, Irvine
Instructor
Najla DeBow
Language
English
Transcripts
Español
Français
Português
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This course belongs to a
collection
called
Conflict Management. It's comprised of four courses:
- Conflict Resolution Skills (viewing)
- Intercultural Communication and Conflict Resolution
- Types of Conflict
- Conflict Management Project
Good to know
Useful for anyone who wants to improve their conflict resolution skills, regardless of their background or experience level
Taught by an experienced instructor who has a strong reputation in the field of conflict resolution
Offers a comprehensive overview of conflict resolution techniques and strategies
Features a variety of learning materials, including videos, readings, and discussion forums
Provides opportunities to practice conflict resolution skills through role-playing and simulations
Requires students to actively participate in discussions and activities
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