Grad Prereq: QST MO 853.
Conflict is an integral part of human interaction, and the way organizations approach and manage conflict between people impacts employee morale and attrition, and influences productivity and business outcomes. In order to manage conflict effectively, managers need to understand what causes conflict, how people behave in conflict, and how their responses influence outcomes. In this course students will learn how to identify conflict, assess its impact and respond accordingly. Students will compare different systems of dispute resolution and how to best apply them in the workplace. The course seeks to simulate this process by combining conceptual and experiential approaches, involving exercises, case studies, lectures, videos, feedback, and group work. This course qualifies as basic mediation training, consistent with the requirements of the Massachusetts court systems and Mediator's Confidentiality Statute.
[ 3 cr.]