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
課程信息
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您將獲得的技能
Active ListeningCommunicationManagementCollaboration
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- Human Resources
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- HR Specialists
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教學大綱 - 您將從這門課程中學到什麼
週
1完成時間為 1 小時
Getting Started
Get started with the course! Begin by reading the Course Overview and completing the Pre-Course Survey.
1 個視頻 （總計 3 分鐘）, 3 個閱讀材料
1 個視頻
3 個閱讀材料
Course Overview10分鐘
About our Guest Speakers10分鐘
Pre-Course Survey10分鐘
完成時間為 1 小時
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 個視頻 （總計 32 分鐘）
9 個視頻
Active Listening Skills Lesson 24分鐘
Case Study: Knowing When to Intervene1分鐘
Case Study: Using Active Listening Skills1分鐘
Case Study: Managing Conflict1分鐘
Book Review: MGMT2分鐘
Interview with Julie Espy6分鐘
Interview with Patrick Gough8分鐘
Active Listening Skills Debrief3分鐘
週
2完成時間為 2 小時
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 個視頻 （總計 27 分鐘）, 1 個測驗
9 個視頻
Solid Communication Lesson 21分鐘
Case Study: Communication Issues1分鐘
Case Study: Getting to Collaboration1分鐘
Case Study: Communicating and Understanding1分鐘
Book Review: Now, Discover Your Strengths3分鐘
Resource: Conflict Mode Instrument1分鐘
Communication Problems and Skills Debrief5分鐘
Interview with Karen Kaye6分鐘
週
3完成時間為 3 小時
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 個視頻 （總計 33 分鐘）, 1 個測驗
9 個視頻
Usable Plan Lesson 23分鐘
Case Study: Tension Between Employees1分鐘
Case Study: Facilitating a Meeting for Resolution2分鐘
Case Study: Establishing Ground Rules2分鐘
Book Review: Leadership: Theory, Application, and Skill Development2分鐘
Resource: Additional Case Studies2分鐘
Interview with Joseph Chatelle8分鐘
Usable Plan Debrief7分鐘
完成時間為 21 分鐘
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 個視頻 （總計 1 分鐘）, 2 個閱讀材料
1 個視頻
2 個閱讀材料
Message from UCI Extension10分鐘
Post-Course Survey10分鐘
4.2
118 個審閱25%
完成這些課程後已開始新的職業生涯
20%
通過此課程獲得實實在在的工作福利
10%
加薪或升職
來自冲突解决的技巧的熱門評論
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.
講師
Najla DeBow
InstructorUniversity of California, Irvine Extension
關於 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.
關於 冲突管理 專項課程
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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