CONFLICT MANAGEMENT BPS201

Distance Learning-Study Conflict Management Techniques

Learn ways to deal with conflict

Conflict handling is an important area in many different situations and careers. From law enforcement, to personnel, human resources, management, teaching, social work, counselling and many more; Conflict is destructive when it:

• diverts energy away from important work or other issues (consider, much scientific and social progress has been made during war times. This is not to say that war is good, but that conflict can encourage progressive thought and action)
• destroys morale
• polarises groups
• deepens differences in values
• produces violence

Conflict is constructive when it:

• opens up and clarifies important issues and helps solve them
• increases involvement of individuals in important issues
• makes communication more authentic
• releases pent-up emotion, stress or anxiety
• helps build group cohesiveness
• helps individual growth, provided there is reflection on the conflict

Duration:  100 hours

COURSE STRUCTURE

There are eight lessons in this course, as follows:

1.         Conflict Management and Anger

• What is Conflict
• Conflict Handling Techniques
• Conflict Handling Styles
• Comparing Strategies to Handle Conflict
• Scope and Nature of Anger
• Approaches to Hanling Anger
• Anger Management Techniques
• Dealing with Anger in Yourself and Others

2.         Listening

• Channels of Communication
• Stages of Listening
• Obstacles to Listening
• Empathic Listening
• Ground Rules for Listening
• Listeners in Control
• Emotions
• Traps for Listeners

   

3.         Negotiation

• Scope and Nature of Negotiating
• The Establishment Group
• The Community Group
• Bargaining in Negotiations
• Win-Win Bargaining or Integrative Bargaining
• Being a Skilled Negotiator
• The Joint Problem Solving Approach
•  Writing a Brief
• Guidelines
• Negotiating Mistakes
• Dealing with Difficult People
• Finding a Solution

4.         Mediation

• What is Mediation
• When is Mediation Called for
• The Mediators Role
• The Mediation Process
• Team Work
• Mediation Model
• Alternative Dispute Resolution

5.         Facilitation

• Scope & Nature of Facilitation
• Preparing the Facilitation Meeting
• Attributes of a Good Facilitator
• Stress and the Fight or Flight Response
• Symptoms and Effect of Stress
• A Stress Management Response Program

6.         Balance of Power

• Problems with Negotiation
• Problem of Re-entry
•  Balance of Power
• Dealing with Power Imbalance
• Verbal Bullying
• Asking Questions
• Information and Experience
• Agenda Setting
• Role Playing
• Needs Exploration
• Ending a Meeting 

7.         Discussion and Group Work

• Group Conflict Management Exercises
• Anger Exercises
• Listening Exercises
• Negotiation and Mediation Exercises
• Joint Problem Solving Exercises
• Role Play Exercises
• Conducting Structured Exercises in Small Groups
• What to Avoid
• Evaluation

8.         Crisis Analysis and Responses

• Nature and Scope of a Crisis
• Response to Crisis
• Guidelines
• Interventions
• Principles and Goals of Crisis Intervention
• Crisis Intervention Techniques
• Debriefing

 Aims

• Describe the nature of human conflict and ways to manage it.
• Explain the importance of listening when dealing with conflict situations, and appreciate different listening techniques.
• Define negotiation and discuss the process of negotiation
• Define mediation and discuss the process of mediation
• Define facilitation and discuss the process of facilitation
• Discuss problems that may arise through negotiation, in particular, balance of power and its connotations
• Explain the importance of working in groups as a means of learning how to deal with group conflicts
• Explain ways of understanding and dealing with different types of crisis.

WHAT YOU MAY DO IN THIS COURSE

Here are just some of the things you may cover:

• Different types of conflict handling styles
• Dealing with Anger
• Controlling listening and Traps for listeners
• Empathic listening
• Negotiation between community and establishment
• Practical suggestions for negotiation, breaking the rules, alternatives
• Responsibilities of a mediator, mediation processes, agreements, team work, settling behaviours
• Factors influencing the balance of power
• Role play
• Conducting structured experiences in small groups

CONFLICT HANDLING TECHNIQUES

In many conflict situations we can choose how to behave and how to respond. It is well worth reflecting on some of the most common ways of handling conflict because this will increase our awareness of possible responses. It will also enable us to check out our usual reactions and consider whether they are appropriate for what we are trying to achieve in a particular situation.

There are five main styles which can be adopted to handle conflict: competing, soothing, avoiding, compromising, or joint problem solving.

Competing is assertive and uncooperative. It involves an individual pursuing their own concerns at another person’s expense. This is a power oriented mode in which one uses whatever power seems appropriate to win one’s own position – one’s ability to argue, one’s rank, or economic sanctions. Competing might mean standing up for your rights, defending a position which you believe is correct, or simply trying to win.

Soothing is unassertive and cooperative; often tantamount to giving in. A soothing individual attempts to preserve the relationship at all costs, emphasising areas of agreement and failing to confront thorny issues.

Avoiding is unassertive and uncooperative. The individual does not immediately pursue his/her own concerns or those of the other person. He/she does not address the conflict. Avoiding might take the form of diplomatically sidestepping the issue, postponing the issue till a later/better time or simply withdrawing from a threatening position.

Compromising is intermediate between assertiveness and cooperativeness. The objective is to find expedient, mutually acceptable solutions which partially satisfy both parties, it falls in the middle ground between competing and accommodating. It addresses issues more directly than avoiding, but it doesn't explore it in as much depth as in joint problem solving. Compromising might mean "splitting the difference", exchanging concessions, or speaking a quick middle ground position.

Joint Problem Solving is both assertive and cooperative - the opposite of avoiding. It involves an attempt to work with the other person to find some mutually satisfying solution. It means digging into an issue to identify the underlying concerns of the two individuals and to find an alternative which meets both sets of concerns. Joint problem solving might take the form of exploring a disagreement, in order to learn from each other’s insights.

Frequiently Asked Questions

What qualification will I achieve for completing this course?

This is an individual module course. The individual module courses are 100 hour long usually and can be taken on their own or as part of a larger program of study.

If you wish to take an individual module course as a stand alone course, you can elect to sit an optional exam at the end of it.

If you successfully pass the exam and all assignments, you will receive a Statement of Attainment. You can take examinations at a time and location to suit you. If you enrol, you will be sent further information on how to arrange examinations at the end of the course.

If you do not wish to take the exam, you will receive a Course Completion letter when you have passed all assignments.

There is an assignment at the end of each lesson. So for example, if an individual module course contains ten lessons, you will need to complete ten assignments. Assignments can be sent to us via email, post or fax.

Other qualifications, such as certificates, diplomas etc may require examinations to be taken as part of the overall assessment process.

You can find further information on the examinations process by clicking on the “Enrolment” link above.

You can find further information on other courses by clicking on the “Courses” link above.

Where Can I Learn More?

Other courses that may interest you are –

http://www.acsedu.co.uk/Courses/Psychology/ABNORMAL-PSYCHOLOGY-BPS307-509.aspx Abnormal psychology

http://www.acsedu.co.uk/Courses/Business-and-Management/INDUSTRIAL-PSYCHOLOGY-BPS103-444.aspx Industrial Psychology

http://www.acsedu.co.uk/Courses/Business-and-Management/MARKETING-PSYCHOLOGY-BPS107-399.aspx Marketing Psychology

If you would like to see our range of psychology books, please visit - http://www.acsbookshop.com/books_productcategory.aspx?id=14

For more information on the range of careers available in psychology, have a look at - http://www.thecareersguide.com/articles.aspx?category=14

We have some interesting articles on psychology and counseling at - http://www.acs.edu.au/psychol/

Who are our tutors?

Our tutors are all highly experienced and professional, knowledgeable in their field of study. We have staff from around the world, enabling us to gain a wide variety of perspectives. We have a school in the UK and in Australia. If you would like to have a look at our tutors, then click on the “The School” in the boxes above and choose “The Staff” option.

Can I see Sample Course Notes?

Our courses are all written by highly qualified tutors and writers, who also teach on the courses, so know them well. We strive to update our courses and improve them with new information, methods and knowledge on an ongoing basis. If you would like to see examples of some of our courses, then choose the “Enrolment” option above, and then click on “Sample Course Notes”.

What learning method should I choose?

We offer three learning methods – e-learning, correspondence and online. If you are not sure which is the right choose for you, then click on the “Enrolment” box above, then “Learning Methods.”

How Long will it take to complete the course?

This obviously varies from student to student. Some students will have more time for study than others. Some students may work quicker than others, so it is an individual thing. We estimate that most students will take, for example, 4 – 6 months to complete a 100 hour individual module, but we allow up to 12 months for you to complete it.

Longer courses will obviously take longer. You can find more information on the length of time required and so on the “Enrolment” box, then selecting “Terms and Conditions of Enrolment.”

What Do Our Students think of us?

If you would like to read comments from our previous students, then choose the “Enrolment” option above, then “Student Testimonials”.

Is this the right course for me?

If you’re not sure about this course, then why not look at our wide range of other courses. Click on the “Courses” box above.

You may also wish to design your own course to fit in with exactly what YOU want. To do so, click on the “Enrolment” box, then “Design your Own Course”.

If you would like more advice on a course, then you can contact us and ask a tutor about the courses. You can contact us by calling 0800 328 4723 or +44(0) 384 442752 or emailing info@acsedu.co.uk

What About Recognition and Accreditation

For more information on our recognition and accreditation, click on “The School”, then “Recognition”.

Who is ACS Distance Education?

If you want to know more about ACS and our history, then please click on “The School”, then “About us.”

Online Study-Conflict Management

Learn ways to deal with conflict

Learn the theory behind conflict management.

Understand and use techniques to resolve conflict in a range of settings.

Study in your own time and at your own pace.

Learn from our highly experienced and qualified tutors.

 This course will provide you with a range of conflict management techniques. You will gain an understanding of conflict and how we can work to avoid conflict.  Learn a wide variety of things, through a combination of reading, interacting with tutors, undertaking research, practical tasks, etc. Develop your ability to manage conflict situations, as a counsellor, manager, supervisor, or simply a concerned person.