Understanding Conflict
Introduces the meaning, forms, and functions of conflict and explains how disagreement can become either constructive or destructive.
所有培訓課程
Prerequisite
Foundations of Conflict Resolution
A 20-lesson introductory course in practical, ethical conflict analysis, communication, negotiation, mediation, and agreement development.
本頁面以繁體中文介紹課程目錄；教學與課程材料僅提供英文版本。
- 適合對象
- Students, professionals, managers, community members, family-support practitioners, advocates, and anyone seeking a practical foundation for resolving conflict responsibly.
- 形式
- English-language instruction. Group, private, and organizational delivery arrangements are available.
主要主題
Foundations of Conflict Resolution is a 20-lesson introductory course that teaches students how to understand, manage, and resolve interpersonal, workplace, organizational, family, community, and cross-cultural conflicts. Students develop practical skills in conflict analysis, active listening, emotional self-regulation, assertive communication, de-escalation, negotiation, mediation, ethical decision-making, and agreement development. Through case studies, discussions, role-playing exercises, and a final capstone, students learn to identify underlying interests, separate facts from assumptions, manage difficult conversations, recognize power and cultural differences, and develop fair, realistic, and sustainable solutions. By completing the course, students develop a structured approach to conflict based on careful analysis, respectful communication, ethical judgment, practical problem-solving, and human dignity.
- Understanding Conflict
- Sources and Causes of Conflict
- Facts, Perceptions, and Assumptions
- Conflict Styles and Personal Responses
- Emotional Intelligence and Self-Regulation
- Active Listening
- Questions That Clarify Conflict
- Assertive and Respectful Communication
- Positions, Interests, Needs, and Values
- Conflict Escalation and De-escalation
- Preparing for Difficult Conversations
- Introduction to Negotiation
- Power, Authority, and Fairness
- Introduction to Mediation
- Culture, Identity, and Communication Differences
- Workplace and Organizational Conflict
- Family, Community, and Relationship Conflict
- Ethics, Neutrality, and Professional Responsibility
- Developing and Documenting Agreements
- Resolution, Reconciliation, and Long-Term Prevention
課程內容
Sources and Causes of Conflict
Examines the underlying causes of conflict, including competing interests, limited resources, unclear expectations, values, identity, and structural problems.
Facts, Perceptions, and Assumptions
Teaches students to distinguish verified facts from opinions, interpretations, allegations, emotional reactions, and unsupported assumptions.
Conflict Styles and Personal Responses
Explores common conflict responses, including avoidance, accommodation, competition, compromise, and collaboration.
Emotional Intelligence and Self-Regulation
Examines how emotions influence judgment and teaches practical methods for managing anger, fear, defensiveness, and impulsive reactions.
Active Listening
Develops listening skills that help students understand facts, emotions, interests, and concerns without automatically agreeing with the speaker.
Questions That Clarify Conflict
Teaches students to use open, closed, reflective, clarifying, and reality-testing questions to gather information and reduce misunderstanding.
Assertive and Respectful Communication
Shows students how to express needs, concerns, expectations, and boundaries clearly without becoming passive, aggressive, or disrespectful.
Positions, Interests, Needs, and Values
Helps students look beneath stated demands to identify the practical, emotional, cultural, and personal interests involved in a dispute.
Conflict Escalation and De-escalation
Examines how conflicts intensify and introduces techniques for reducing emotional tension, interrupting retaliation, and restoring productive communication.
Preparing for Difficult Conversations
Guides students through preparing objectives, organizing facts, anticipating reactions, establishing boundaries, and choosing an appropriate setting.
Introduction to Negotiation
Introduces negotiation as a structured process for identifying interests, developing options, exchanging concessions, and reaching workable agreements.
Power, Authority, and Fairness
Examines how formal authority, economic resources, expertise, information, dependency, and social influence affect conflict and negotiation.
Introduction to Mediation
Introduces mediation, the role of a neutral facilitator, the stages of the mediation process, and the importance of voluntary participation.
Culture, Identity, and Communication Differences
Explores how culture, language, identity, hierarchy, values, and communication styles influence the way people experience and respond to conflict.
Workplace and Organizational Conflict
Applies conflict-resolution methods to workplace disputes involving roles, workload, supervision, performance, communication, and organizational change.
Family, Community, and Relationship Conflict
Examines emotionally complex conflicts involving families, neighbors, caregivers, community members, and individuals in continuing relationships.
Ethics, Neutrality, and Professional Responsibility
Introduces ethical standards involving confidentiality, impartiality, informed participation, conflicts of interest, competence, and professional referral.
Developing and Documenting Agreements
Teaches students how to create clear, specific, realistic, and measurable agreements with responsibilities, deadlines, review procedures, and contingencies.
Resolution, Reconciliation, and Long-Term Prevention
Distinguishes settlement, resolution, reconciliation, and conflict transformation while emphasizing follow-up, accountability, and future prevention.
學習成果
- Conflict analysis
- Active listening
- Emotional self-regulation
- Assertive communication
- De-escalation
- Negotiation
- Mediation
- Ethical decision-making
- Agreement development
Course Capstone
Students complete a comprehensive conflict-resolution case study involving a workplace, family, community, educational, business, or organizational dispute.
- Prepare a neutral conflict summary.
- Separate confirmed facts from disputed information and assumptions.
- Identify each party’s positions, interests, needs, and concerns.
- Evaluate emotional, cultural, and power-related influences.
- Assess escalation and safety risks.
- Develop a communication, negotiation, or mediation strategy.
- Draft a clear and sustainable agreement.
- Present and defend the proposed resolution.
- Reflect on personal assumptions, ethical concerns, and areas for improvement.