Conflict Management (v.01)

Conflict Management (v.01)

Issued by Eastern Iowa Community Colleges

The ability to diagnose causes and solutions of conflict is an important skill to local employers. To earn this microcredential, the student was observed at a "point in time" performing all of the skills listed below at an Exceptional level by an instructor during a course at Eastern Iowa Community Colleges. Exceptional= Exceeds basic expectations. Consistently demonstrates superior performance and behavior. Serves as a role model for others.

Skills

Earning Criteria

  • Understood key attributes of listening
  • Understood barriers to listening
  • Correctly explained, using examples, the four levels of listening
  • Defined conflict and the implication of the definition
  • Demonstrated a clear understanding of the conflict episode
  • Explained the dynamics of conflict escalation, including distributive and integrative solution paths
  • Used the Neutral Statement method to determine type of conflict
  • Demonstrated a clear understanding of the three types of conflict: Factual, Interest Based and Behavioral
  • Explained conflict de-escalation by using examples of the solution path for each type of conflict
  • Understood the meaning and intent of dialogue
  • Demonstrated use of Humble Inquiry questioning techniques to achieve "listening to understand"
  • Understood and demonstrated using examples of the four behaviors of effective dialogue (listening, respecting, suspending and voicing)
  • Completed oral presentation using a real conflict example, listening and dialogical skills, to explain conflict management and the techniques to maneuver the conflict episode to appropriate solution paths.