Conflict Resolution Skills (Coursera)

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.

Conflict Resolution Skills is course 2 of 4 in the Conflict Management Specialization.

Syllabus

WEEK 1

Getting Started

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.

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.

Graded: Reaching a Collaborative Solution – Peer Review

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.

Graded: Conflict Resolution Skills – Peer Review