Conflict Management and Business Mediation (E)

First Cycle

On successful completion of the course, students will - Have an understanding of what defines a social conflict, be aware of different categories of conflicts and understand models of conflict escalation and conflict solution - Be able to apply selected tools for conflict diagnosis and visualization - Have an understanding of alternative conflict resolution approaches such as mediation. They know the phases of a mediation process and selected methods and techniques that can be used in mediation or conflict moderation - Be trained in selected communication skills that can be applied (not only) in mediation, conflict moderation and resolution such as “active listening”, “rephrasing”, and non-violent communication.

none

Conflicts • Background and definitions • Escalation models • Conflict solution models • Diagnosis tools & diagrams Mediation • Principle approach of mediation • Phases in a mediation process • Communication tools & techniques Non-violent communication (NvC) • Concept of non-violent communication • Feelings / observations / needs / requests • Practical training and application of NvC • Application: giving feedback with NvC Special topics in business mediation & conflict management, e.g. • Application to specific fields • Additional communication approaches • Alternative and related approaches

• Friedrich Glasl. Confronting Conflict: A first-aid kit for handling conflict. Hawthorn Press, Stroud, 1999; reprinted The Dorset Press, 2016. • Jennifer E. Beer, Caroline C. Packard, and Elleen Stief. The Mediator´s Handbook. 4th ed., New Society Publishers, 2012. • Marshall B. Rosenberg. Nonviolent Communication: A language of life. 3rd ed., PuddleDancer Press, 2015.

Submission of group work as assignments, active participation, student presentations and short papers

English

3

0

2.0

Lectures, Group work, Role games, practical application of tools and techniques, student presentations about special topics of business mediation and conflict management

2

Prof. (FH) Dr. Johannes Lüthi

1

IP_BUS130

integrated lecture

Compulsory

none