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University of California, Irvine

Conflict Resolution Skills

University of California, Irvine via Coursera

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Overview

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This course is designed for professionals, managers, and individuals seeking to enhance their interpersonal and leadership skills. Resolving conflict in a positive manner is a critical skill that can be developed and practiced. Understanding how to listen effectively and deploy strategic communication tactics is key to achieving positive resolutions. You will examine advanced listening skills, appropriate verbal and non-verbal communication strategies, and learn to assemble a comprehensive conflict management plan. By the end of this course, you will be able to: 1. Apply active listening and strategic communication skills to de-escalate conflicts. 2. Develop effective negotiation and mediation tactics for diverse situations. 3. Create a practical conflict management plan to foster positive outcomes. To be successful in this course, a basic understanding of workplace dynamics is recommended, though no specific prior experience in conflict resolution is required.

Syllabus

  • Foundations of Conflict Resolution and Active Listening
    • In this module, you will be introduced to the fundamentals of conflict resolution and the critical role communication plays in resolving disagreements effectively. You will explore how your personal communication and listening style influences the way you approach conflict situations. The module focuses on developing active listening skills, a key technique for understanding different perspectives and reducing misunderstandings. Through lessons, case studies, and expert interviews, you will learn how to recognize conflict early, determine when intervention is appropriate, and explore different approaches to managing conflict in workplace situations. By the end of this module, you will have a strong foundation in communication strategies and active listening techniques that support constructive and positive conflict resolution.
  • Communication Problems and Skills
    • In this module, we'll dive into the Collaborative Solution, one of the powerful conflict approaches you've already explored. You'll learn how to effectively gather facts and set a constructive stage for collaboration, ensuring all voices are heard. By the end, you'll be able to initiate collaborative discussions with confidence. Tip: Focus on understanding diverse perspectives to maximize your learning!
  • Developing Conflict Management Plans
    • Ready to deepen your conflict resolution expertise? In this module, we'll precisely define 'position' and 'interest' within conflict scenarios, highlighting why shifting from one to the other is crucial for lasting solutions. You'll then learn to craft a robust action plan, guiding you toward mutually agreed-upon outcomes. By the end, you'll be able to design effective strategies for complex disagreements. Tip: Think about a past conflict and how identifying interests could have changed the outcome!
  • Applying Conflict Resolution Skills
    • Congratulations on completing the course! In this final module, we'll reflect on your journey and consolidate the powerful conflict resolution skills you've gained. You'll review key strategies for communication, negotiation, and problem-solving, preparing you to confidently apply them in any setting. By the end, you'll be ready to transform conflicts into opportunities for growth. Tip: Consider how you'll integrate these new skills into your professional and personal life!

Taught by

Najla DeBow

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Reviews

4.0 rating, based on 2 Class Central reviews

4.5 rating at Coursera based on 1196 ratings

Start your review of Conflict Resolution Skills

  • Profile image for Sylvia Amar
    Sylvia Amar @Pimiko
    126
    It is a course about conflict resolution. You learn active listening, different tools to solve a conflict and how to make a plan to solve a conflict.
  • Dingo Flunk
    2
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