Focus intensively on communication theory and skills that are the building blocks of mediating, negotiating or resolving interpersonal conflict. Skills are demonstrated and then you will have the opportunity to practise in short exercises involving conflict situations. Specific skills include non-defensive listening, questioning, reframing and assertive speaking.
By completion of this course, successful students will be able to:
- Describe the basic principles of communication.
- Describe barriers to communication and identify qualities of effective communication.
- Describe non-verbal communication messages.
- Differentiate between constructive and destructive, supportive and defensive communications in conflict situations.
- Paraphrase, summarize, reflect feelings and respond empathically.
- Ask open questions.
- Reframe messages to promote the resolution of the conflict.
- Differentiate between assertive and aggressive statements/responses.
- Speak using “I” messages and behaviour description.
- Use communication skills to respond to defensiveness.
Recommended: If you have not had previous training in interpersonal communication skills, this elective course is strongly recommended immediately after PDS 001 Foundations of Collaborative Conflict Resolution, or PDS 002 Foundations of Collaborative Conflict Resolution: Workplace Focus.