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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

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4.6 rating, based on 120 reviews

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 social...
  • 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
    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
    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
  • Anonymous
    This course is really constructive training for those who don't have time to attend a full course on project management.
  • 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
    Great high-level overview on useful models and tools to better manage, address, and solve conflicts on projects and programs. There are useful tips for helping us understand ourselves, our perceptions, and how we develop the stories and realities we live...
  • Anonymous
    The Program shape is nicely defined, impressive, and clean to learn. Recognition of group member emotion, expression of self emotion, and method emotion for achieving goals. Also gaining knowledge of to remedy conflicts and making consensus for a settlement is one of the essential removes of the course. The gear that is used LUUUT, Daisy version, SEAVA version are defined in a completely realistic way.

    Few case research for reference is recommended to feature to the course. This might also additionally assist further
  • Anonymous
    The Course is very enriching in learning the concepts of emotional and cultural intelligence which are the need of the hour in today's professional front. You may be academically sound but if you don't know the emotional and cultural intelligence, you can't be successful in your career. The various tools used in the course helps you to learn the concept of emotional and cultural intelligence in a more concise and effective way. This course is highly recommended to be undertaken by working professionals.
  • Anonymous
    it is a very important course to have taken because it gives a proper insight on how to manage people as far as project management is concerned,, how to communicate and understand different individuals within the project team. The tools that this course provides are pretty good too, and they could really help out during problem-solving and decision making.

    There is the use of several diagrams and visual aids to help understand concepts and the video lessons are good enough to grasp the content
  • Anonymous
    This is a very great course. Actually I have learnt some new ideas about how to handle the conflicts between the team members as a program or project managers. Some models about the emotional intelligence as well as cultural intelligence management were introduced, which are new to me. Especially in this course, the difference in individual's social worlds was talked about and its importance to the management of the conflicts on program or project was emphersized. It is very helpful.

  • 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 content of the course starts with a good overview of good characteristics to manage conflicts and later on deep dives in methods and tools to do so. It makes you reflect on your own experiences and behavior constantly, which is always a very good place to start.
    The only negative point is that I would have liked a bit more practical guidance in the emotional intelligence and cultural intelligence lessons, on top of the overview of characteristics and features of these two areas.
  • Anonymous
    It was a useful course to get some ideas on how to manage conflicts at work. We have learned the processes of handling issues of disagreements and how to evaluate the situation to serve for the goal of the project or work. It could have been more useful in the quizzes if rather than the number of stages in a cycle like in CQ, the functions of those stages could be asked. Also more practical /real life examples7videos could have accompanied the stages of conflict resolution.
  • Anonymous
    A good course with some explanations and tools useful in managing conflicts in project/ programs. For a psychological safety in project, how to evaluate and study different emotional and cultural team members.

    The course explained an effective way of communication and decision making depends on different social worlds .

    Professor Bill Brantly has designed this program very well for understanding basics of team dynamics.
  • Anonymous
    Dear Sir/Madam,

    If you are a program manager in a multinational firm or you have just been assigned to work in a new enviroment or teritorry, this course will teach you how to read people in your team and how to detect and solve any problem that might arise during the project and may cause the project to fail.

    I strongly recommend this course if you often see yourself involved in conflicts between your team members.
  • Anonymous
    I appreciated Professor Brentley's organized flow of the course. He was very methodical on how he outlined each section of course and tying together the subthemes. The only suggestion I would like to provide is to have students be allowed to have open-ended opportunities to contextualize their own project examples in relation to some of the tools and strategies. Many thanks for this great online course!
  • Anonymous
    The course gives you an overview using various models to understand people in a better way by knowing how to act based on their culture and behaviors. This helps to solve conflicts that take place or is likely to take place in the workplace and makes you a more informed and self-aware person.

    The Modules were short and easy to grasp as well as the instructor was fluent in conveying the knowledge.

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