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
课程信息
16,182 次近期查看
Learner Career Outcomes
25%
完成这些课程后已开始新的职业生涯
20%
通过此课程获得实实在在的工作福利
10%
加薪或升职
您将获得的技能
Active ListeningCommunicationManagementCollaboration
教学大纲 - 您将从这门课程中学到什么
周
1完成时间为 1 小时
Getting Started
Get started with the course! Begin by reading the Course Overview and completing the Pre-Course Survey.
1 个视频 （总计 3 分钟）, 3 个阅读材料
1 个视频
3 个阅读材料
Course Overview10分钟
About our Guest Speakers10分钟
Pre-Course Survey10分钟
完成时间为 1 小时
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 个视频 （总计 32 分钟）
9 个视频
Active Listening Skills Lesson 24分钟
Case Study: Knowing When to Intervene1分钟
Case Study: Using Active Listening Skills1分钟
Case Study: Managing Conflict1分钟
Book Review: MGMT2分钟
Interview with Julie Espy6分钟
Interview with Patrick Gough8分钟
Active Listening Skills Debrief3分钟
周
2完成时间为 2 小时
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 个视频 （总计 27 分钟）, 1 个测验
9 个视频
Solid Communication Lesson 21分钟
Case Study: Communication Issues1分钟
Case Study: Getting to Collaboration1分钟
Case Study: Communicating and Understanding1分钟
Book Review: Now, Discover Your Strengths3分钟
Resource: Conflict Mode Instrument1分钟
Communication Problems and Skills Debrief5分钟
Interview with Karen Kaye6分钟
周
3完成时间为 3 小时
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 个视频 （总计 33 分钟）, 1 个测验
9 个视频
Usable Plan Lesson 23分钟
Case Study: Tension Between Employees1分钟
Case Study: Facilitating a Meeting for Resolution2分钟
Case Study: Establishing Ground Rules2分钟
Book Review: Leadership: Theory, Application, and Skill Development2分钟
Resource: Additional Case Studies2分钟
Interview with Joseph Chatelle8分钟
Usable Plan Debrief7分钟
完成时间为 21 分钟
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 个视频 （总计 1 分钟）, 2 个阅读材料
1 个视频
2 个阅读材料
Message from UCI Extension10分钟
Post-Course Survey10分钟
4.2
122 条评论来自冲突解决的技巧的热门评论
Excellent course and very beneficiary to all type of people. It consists of resolution ways to self conflicts, work conflicts and many others. I advice to enroll
Very good course a lot to learn specially with the globalization and working with different cultures is a really with tool for personal and company improvement.
讲师
Najla DeBow
InstructorUniversity of California, Irvine Extension
关于 加州大学尔湾分校
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.
关于 冲突管理 专项课程
Master the fundamentals of conflict resolution, harness the power of positive conflict, and hone your intercultural communication skills. In this Specialization, you’ll learn to strengthen your personal and professional relationships by constructively addressing conflicts between individuals and within organizations. You’ll build skills specifically aimed at managing intercultural conflicts in today’s global society, and you’ll explore how competing interests and goals, power imbalances, and other factors influence the nature of conflict and management strategies. In the final Capstone Project, you’ll analyze a specific conflict and outline an approach to management and resolution.
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