The Conflict Prevention and Management course provides health care professionals and staff with the skills to recognize, prevent, and address conflict constructively and to problem-solve collaboratively. The course offers communication, conflict analysis, and conflict resolution skills in a practice-based approach for administrators, faculty, and staff.
The course is offered in two separate parts. Part 1 is for administrators, faculty, and staff who desire to learn the basics of conflict prevention and management. The content of part 1 will include understanding and recognizing conflict styles, applying effective communication skills, and analyzing the appropriate dispute resolution approach for specific conflict situations.
Part 2 is for administrators, faculty, and staff who already have a basic knowledge of conflict prevention and management and seek to gain practice in the conflict resolution methods of negotiation, coaching, mediation, and arbitration.
- Identify each of the five conflict styles in different settings and preferred styles of self and other(s)
- Describe effective communication processes and give original examples of reflective listening, assertion messages, framing, and reframing.
- Recognize conflict and explain how it arises and escalates
- Identify communication barriers and high-risk responses
- Differentiate effective and constructive communication within the consideration of contextual influences
- Apply communication skills of attending, following, and reflective listening, including assertion statements
- Incorporate effective listening and communication strategies with students, colleagues, administration, and others in academic settings
- Assess the influence of gender, culture, power, and relationships in conflict situations
- Compare how meaning is developed through positive and negative frames in conflict situations
- Propose positive frames that shift the perception of conflict situations towards constructive outcomes
- Define parameters of hostility and initiate change in behavior to defuse anger
- Apply the five styles of conflict management to affect a constructive approach to conflict in scenarios involving students, colleagues, administration, and others in academic settings
- Analyze student advising/supervision situations and the strategies needed to successfully manage those opportunities
- Value collaboration/collegiality as attributes important to functioning within the academic setting
- Integrate and emulate professional and institutional core values (e.g., altruism, accountability, integrity) in all aspects of academic interactions