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University System of Maryland

Managing Conflicts on Projects with Cultural and Emotional Intelligence

University System of Maryland and University of Maryland, College Park via edX


Every program and project has a social world. The program managers, project managers, project teams, and stakeholders mutually agree on roles and interact based on those roles.

Great program managers sense, manage, and influence the social worlds across their projects. They bring order and understanding through conflict management and conflict resolution. Success is not guaranteed, and often teams clash as a new social order is established on every project. They heal divides that can grow under the stress of projects and increase the team’s problem solving ability.

Dr. Pearce, the inventor of the Coordinated Management of Meaning (CMM), explains the social world as a “dance between the two faces of the communication process: coordinating actions and making/managing meaning. A social world is the site where speech acts, episodes and forms of communication, selves and forms of consciousness, and relationships and minds are made.”

Our cultural differences and emotions significantly shape our social worlds.

The program and project manager with good emotional intelligence and cultural intelligence (EI/CI) can better understand and navigate the social worlds of the project team and the stakeholders. High EI/CI also aids in creating understanding in program/project management communications. A program manager or project manager with high EI/CI is more adept at creating understanding because they are self-aware while understanding other’s emotions.Thus, the program manager or project manager can test if the recipient of his or her communication has the requisite know-what, know-how, and know-why understanding of the intended messages.

Program managers and project managers with high EI/CI will be perceived as having a high ethos. Team members will see the high emotional intelligence and cultural intelligence even in the manager’s nonverbal communication. Being more aware of our feelings and other people’s feelings helps enhance our connection to others and make us more credible. Program managers and Project managers with high EI/CI can use pathos more effectively and make the logos portion of their communication more effective. The right balance of ethos, pathos, and logos makes the project manager more persuasive.

Along with increasing the program manager or project manager’s EI/CI, this course will aid the manager in using the tools of CMM. Dr. Pearce created Coordinated Management of Meaning (CMM) in the mid-1970s. Over the years, CMM practitioners have created methods and tools to make the communication perspective visible. One such tool is SEAVA, which is an acronym for Storyboarding, Enriching, Analyzing, Visioning, and Acting. You can use the SEAVA tool to examine communication problems among your project team members and to generate a solution.

Understanding the different social worlds of your program and its project team members and stakeholders will help you create persuasive communications, have a positive impact, and increase understanding among the project team members and stakeholders. CMM will help you become a master of communication and persuasion.


Week One - Emotional Intelligence

Module One - Defining Emotional Intelligence (EI)

Module Two - EI Components One and Two - Self-Perception and Self-Expression

Module Three - EI Component Three - Interpersonal

Module Four - EI Component Four - Decision Making

Module Five - EI Components Five - Stress Management

Week Two - Cultural Intelligence

Module One - Defining Cultural Intelligence (CI)

Module Two - CI Component One - Drive

Module Three - CI Component Two - Knowledge

Module Four - CI Component Three - Strategy

Module Five - CI Component Four - Action

Week Three - The Coordinated Management of Meaning

Module One - What is CMM?

Module Two - Taking the Communication Perspective

Module Three - Social Worlds

Module Four - The Tools of CMM

Module Five - Preparing to Use CMM

Week Four - The CMM Tools

Module One - SEAVA - Part One: Storyboarding and Enriching

Module Two - The LUUUTT Tool for Enriching

Module Three - SEAVA - Part Two: Analyzing and Visioning

Module Four - SEAVA - Part Three: Acting Intentionally

Module Five - SEAVA In Action: Diagnosing a Team Conflict

Taught by

Bill Brantley


4.6 rating, based on 170 Class Central reviews

4.6 rating at edX based on 32 ratings

Start your review of Managing Conflicts on Projects with Cultural and Emotional Intelligence

  • I have learned too many things from this course like emotional Intelligence, business , leadership etc . Best animated course
  • Anonymous
    It is indeed a great pleasure to be part of this course. The course content is immensely useful for the current day programme managers to reach the common goal by resolving the conflicts that will erupt among team members, who come from different so…
  • Anonymous
    I really enjoyed the course. It was presented in a simple and understandable manner, with diverse languages, informative videos, and simplified and varied quizzes and tests. You can also attempt them more than once. I am really impressed, especially with the concise final summary of the course. Thank you for that.
  • Anonymous
    The videos and written analysis for this course was great and is useful for students with different styles of learning, I know I benefitted from watching the videos and then rereading the content straight after.

    I learnt a lot of new communication and emotional/cultural intelligence models and ways to deal with conflict as a manager.

    Was a great course!
  • Gnaneshwar D
    Whenever we manage projects large or small, and programs, we generally focus only on the "technical" aspects of the projects - namely the requirements, the design and construction, the team "structure", the delivery, the tools, the planning and cont…
  • Anonymous
    The topics and discussions from course will surely help me to resolve the differences in our workplace.
  • Anonymous
    It was a great honor to have completed this arduous but important course. The materials presented in this course goes beyond the role of a program manager. The qualitites of Leadership was also presented. Along with the exceptional learning material, the process of absorbing the information was exquisite.

    The leaders of tommorow must face challenges exceding their personal capacity. Thus, the importance of the skills of delegation, communication, and strategic thinking must be mastered. This program has statisfied the presentation of the skills of delegation, communication, and strategic thinking. The leadership skills and outlook that this program had presented was excellent and universal for all students.
  • Anonymous
    Great Course. Provide many tools to navigate some of the most common situations in a corporate or any other environment. Thank you, Bill and Maryland University!
  • Anonymous
    It was a pleasure taking this course, I've learned so much, about emotional intelligence, Analyzing and Enriching, I will recommend this program to anyone.
  • Anonymous
    I found this course very insightful. Packed in quite a lot of information in a short period of time. It was a bit tricky with the videos as the intros didn't always match the modules and the order of components was hard to follow. Overall though, very good.
  • Anonymous
    A nice, slow-paced course that explains its contents thoroughly through multiple forms of media (text, video, quizzes).
  • Anonymous
    I really learned a lot during this course and applied it during the time of taking the course. My management skills improved and the approach already changed the team dynamics. This course is worth taking for any manager or individual running a team or projects
  • Anonymous
    Did I take a different course than the other reviewers??
    This course was mostly definitions of a list of words that somewhat relate to communication in projects without any discussion of real tools, concepts, process, or world class strategies to use. It barely covered conflicts at all, and any of the points they did raise should be common sense to someone who has spent more than a week on a job site.
    This knowledge presented would hardly have improved or prevented any of the conflicts I have experienced on my projects.
  • Anonymous
    The first few lessons from this course focus on some basic but useful concepts about Cultural and Emotional intelligence, which makes latter content easier to grasp and understand, even with few prior knowledge. The tools that this course provides are pretty good too, and they could really help out during problem solving and decision making.

    The quality of the content seen is also very good. There is use of several diagrams and visual aids to help understand concepts and the video lessons are explained thoroughly and with good diction.
  • Anonymous
    I did not find this course much useful. It focuses mostly on the "what" part and "why" part but lacks "how" part. The contents in this course contain basic theoretical parts but lack practical tips. The quizzes are also not challenging enough. Same questions from the ungraded quiz are asked in the graded quiz without any twist. Only the first week contains reference. There are no references in other weeks. It seems that there was not much thought put while designing this course.
  • Anonymous
    It was ok, there were some interesting food for thought, notable for me is considering the various stories people bring and also the social worlds people are a part of. But it was very academic as opposed to based on practical real life examples, much more about the theory of communication than practical approaches to managing conflict. I'm not even sure the word conflict was used once during the whole course. Some interesting points, but I don't feel like it covered what it promised.
  • Anonymous
    The Program structure is well defined, impressive and easy to learn. Recognition of team member emotion, expression of self emotion and process emotion for attaining goals. Also learning to resolve conflicts and making consensus for an agreement is one of important take away of the course. The tools which are used LUUUT , Daisy model, SEAVA model are explained in very practical way.
    Few case studies for reference are suggested to add in the course. This may help further.
  • Anonymous
    I learnt a lot in this course. I am an educator in a boarding school, most educators live inside the institutions premises and that means we spend more than 80% of our time together. Conflict in such an environment is of course guaranteed and it c…
  • Profile image for Austin Edwards
    Austin Edwards
    I recently completed the course "Managing Conflicts on Projects with Cultural and Emotional Intelligence" offered by the University System of Maryland via edX, and I must say it was an incredibly insightful and valuable learning experience. This cou…
  • Anonymous
    This is best animated course full of amazement that tells us about how a business works and how we can avoid conflicts in an organization via project management, leadership skills, communication skills.
    Thankyou for this wonderful opportunity

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