MANAGING CONFLICT THROUGH EFFECTIVE COMMUNICATION
Année du cours : 1 année(s)
Etablissement : IÉSEG School of Management
Langue : English
Formation(s) dans laquelle/lesquelles le cours apparait :
Période : S2
No specific prerequisite. The course format will be mostly experiential, therefore students should be prepared to engage and participate actively in class discussions and activities, reflect upon various experiences including their own. Presence and participation will be taken into account for final grading.
At the end of the course, the student should be able to:
Understand the mechanisms of conflict :
• Define different types of conflicts
• Identify components of conflicts and how they arise
• Identify preferred attitudes when dealing with conflict
Approach conflict constructively :
• Use appropriate communication tools to keep conflicts cool : active listening, assertiveness, expressing needs and making requests
• Solve conflict through a collaborative approach (references to T. Gordon’s method and Marshall Rosenberg’s Non-Violent communication approach)
• Adopt other tools to help deal with conflict (ego states, life positions)
Perceive conflict as an opportunity to :
• Develop and use emotional intelligence
• Better understand relational systems
• Build up creative collaboration to solve conflictual situations
• Find out about culturally diverse styles when dealing with conflict
This course is designed to help build interpersonal conflict resolution awareness in terms of preferences and behaviours. The main objectives are also to equip participants with the understanding, knowledge and skills to effectively manage and turn around potentially conflictual situations in a clear, assertive and constructive manner. Practical interpersonal conflict resolution strategies can be achieved through the use of effective communication tools such as active listening, clear expression of needs and the importance of emotions.
