Master Conflict Resolution Skills

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Examine listening skills, appropriate and strategic verbal and non-verbal communication skills, and how to assemble a conflict resolution and management plan likely to yield positive resolutions.

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About this Course

Conflict resolution in a positive manner is a skill that 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.

Upon completing this course, you will be able to:

  • Use active listening skills when dealing with conflict
  •  Choose appropriate communication tactics when dealing with conflict
  •  Create a usable plan for managing conflict

Skills You Will Gain

  • Active Listening in conflict resolution
  • Communication
  • Management
  • Collaboration


1 hour to complete

Getting Started
Get started with the course! Begin by reading the Course Overview and completing the Pre-Course Survey.

1 video (Total 3 min), 3 readings
1 hour to complete

Active Listening Skills
In this module we will begin by examining active listening skills as a means of reaching conflict 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 videos (Total 32 min)

1 hour to complete

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 of conflict resolution.

9 videos (Total 27 min)

2 hours to complete

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 videos (Total 33 min)
21 minutes to complete

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 video (Total 1 min), 2 readings

Free Course on Conflict Resolution Skills

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Mass Communication Student, Federal University, Oye Ekiti and Content Creation Specialist. Join me on Twitter.

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