Overview

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Master the skills to manage conflict confidently in any setting. This course equips you to recognize conflict mindsets and adapt your response, whether in person, over the phone, or via email. Conflict is inevitable, but it doesn’t have to be unmanageable. Managing Conflict, designed by ASU’s Sandra Day O’Connor College of Law, gives you a comprehensive toolkit to understand, de-escalate and resolve conflicts in professional and personal contexts. You’ll learn to recognize the brain’s instinctive and emotional responses, identify conflict triggers in different communication formats, and respond effectively to improve outcomes. Through hands-on practice and real-world scenarios, you’ll build strategies for managing in-person, written and verbal conflicts with empathy and clarity.

Syllabus

Identifying conflict mindsets

This module delves into the foundational aspects of conflict, helping you understand the various mindsets that contribute to disagreements. You will explore the underlying causes of conflict and learn to recognize different conflict mindsets in yourself and others. By understanding these dynamics, you will be better equipped to approach conflict situations with a more informed and strategic perspective, paving the way for more effective resolution.

Handling conflict in person

Navigating face-to-face conflict requires a unique set of skills. This module focuses on effective strategies for managing disagreements when you are directly interacting with others. You will learn how to maintain composure, communicate clearly, and de-escalate tensions in real-time. By mastering these techniques, you will be able to transform potentially volatile situations into constructive conversations, preserving relationships and achieving positive outcomes.

Handling conflict over email

Email communication, while convenient, can often exacerbate misunderstandings and escalate conflicts due to the absence of non-verbal cues. This module provides essential guidance on how to effectively manage and resolve conflicts that arise through email. You will learn techniques for crafting clear, concise, and empathetic messages, as well as strategies for de-escalating tensions and moving towards resolution in a written format. This will help you prevent misinterpretations and maintain professional relationships even when communicating remotely.

Handling conflict on the phone

Telephone conversations present a unique challenge for conflict resolution, as they lack visual cues but offer immediate vocal feedback. This module equips you with the skills to effectively manage conflicts that arise during phone calls. You will learn how to interpret vocal tones, maintain a calm demeanor, and guide conversations towards a productive resolution. By understanding the nuances of phone communication, you will be able to address disagreements professionally and efficiently, ensuring clear understanding and positive outcomes.

Course conclusion

This concluding module offers the opportunity to provide feedback on the course content and structure, and acknowledge your successful completion of the program. This final stage ensures that you leave with a strong sense of accomplishment and a clear understanding of how to apply your newly acquired skills in your professional life.