312.665.01 CONFLICT MANAGEMENT SKILLS TRAINING
Enhances students' understanding of various types of conflict and corresponding conflict management strategies. Focuses on the use of a diagnostic model for analyzing and managing conflict with special emphasis on the use of mediation and conciliation as conflict resolution tools. Introduces students to the structured process of mediation and develops a working knowledge of what skills and tools are employed by the mediator at each stage in the mediation process. Introduces participants to various conciliation models that serve as informal conflict intervention processes. Assists students in developing skills for using these models in the workplace. Specific topics include: the continuum of dispute resolution alternatives, conflict analysis: diagnosis and conflict management strategies, the politics of agreement -- uncovering hidden conflict, the process of mediation, and the process of conciliation. Teaching methods combine didactic presentations, small and large group exercises and
The goal of the course is to guide student-learners in understanding both the personal and intellectual challenges to becoming effective practitioners of principled negotiation and competent managers of conflict that are typical in today’s health care environment. At the end of the course, student-learners will achieve the following: • Insight into their preferred styles of conflict management, and an appreciation for a variety of approaches and options which are open to them and the basis upon which to select one over another. • Describing a tested model for negotiating differences and conflicts which emphasizes discovering of interests – ours and theirs – and the joint pursuit of mutual gain rather than excessive competitiveness and self absorption. • Skill building resultant from participation in case analysis and role playing within realistic situations of conflict.