This course will explore the causes and effects of conflict, and learn how to manage it through effective communication, active listening, and problem solving. Develop your ability to use facilitation, negotiation or mediation in group situations to acheive win-win solutions. Whether you want to improve your ability to handle conflict in your life or to help others manage conflict better, you will find this course very beneficial.

There are 8 lessons in this course:

1. Conflict Management and Anger
2. Listening
3. Negotiation
4. Mediation
5. Facilitation
6. Balance of Power
7. Discussion and Group Work
8. Crisis Analysis and Responses

Each lesson culminates in an assignment which is submitted to the school, marked by the school's tutors and returned to you with any relevant suggestions, comments, and if necessary, extra reading.

• 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.

• Five 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.