Conflict Management Systems

Course Description

This course provides students with both a theoretical and a practical framework for systematically identifying and managing organizational conflict, both internal and external. Topics include assessing and managing workplace conflict; legal and ethical considerations in conflict management system design; negotiation and communication strategies; design of an effective conflict management system; conflict management training and development strategies; and implementing and evaluating an effective conflict management system.

Topics and Objectives

Assessing and Managing Workplace Conflict

  • Identify emotional responses to conflict.
  • Determine individual conflict management styles.
  • Evaluate sources of conflict.
  • Assess the ramifications of anger and violence in the workplace.
  • Distinguish between "conflict management" and "dispute resolution."

Legal and Ethical Considerations in Conflict Management System Design

  • Review the historical context of dispute resolution.
  • Critique the dispute resolution continuum and related resources.
  • Analyze potential legal and ethical limitations in system design.

Negotiation and Communication Strategies

  • Analyze the components of a win-win negotiation.
  • Distinguish between position and interest-based negotiation.
  • Analyze the elements of effective verbal and nonverbal communication and the impact of culture and gender on communication.

Design an Effective Conflict Management System

  • Apply "systems thinking" to conflict management in organizations.
  • Evaluate the existing conflict management system and dispute resolution procedures in an organization (cost-benefit analysis).
  • Develop improvements for an existing conflict management system or design an appropriate system if none currently exists within the organization.

Conflict Management Training and Development Strategies

  • Develop skills for anger management.
  • Analyze and apply the mediation model.

Implementing and Evaluating an Effective Conflict Management System

  • Develop a strategy for the implementation of a new or revised conflict management system.
  • Analyze potential causes of resistance or constraints to a new or revised conflict management system.
  • Develop evaluation criteria to measure the effectiveness of a new or revised conflict management system.

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