Conflict Management and Business Mediation (E)
Niveau
First Cycle
Learning outcomes of the courses/module
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.
- 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.
Prerequisites for the course
none
Course content
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
• 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
Recommended specialist literature
• 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.
• 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.
Assessment methods and criteria
Submission of group work as assignments, active participation, student presentations and short papers
Language
English
Number of ECTS credits awarded
3
Share of e-learning in %
0
Semester hours per week
2.0
Planned teaching and learning method
Lectures, Group work, Role games, practical application of tools and techniques, student presentations about special topics of business mediation and conflict management
Semester/trimester in which the course/module is offered
2
Name of lecturer
Prof. (FH) Dr. Johannes Lüthi
Academic year
1
Key figure of the course/module
IP_BUS130
Type of course/module
integrated lecture
Type of course
Compulsory
Internship(s)
none