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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 155 Class Central 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
    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
    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
    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
    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 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
    With over 29 years of project management experience, the subject of managing conflicts from the perspective of the influence and knowledge of cultural and emotional intelligence is highly significant. There were many new insights and the course was helpful in framing a practical methodology for addressing conflicts for both business and in personal relationships. Professor Brantley did a nice job with the presentation of the content. The videos were engaging. The content and quizzes were applicable and promoted a good learning experience. Well done!
  • 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
    First of all I would like to say thank you. I learned so many things and I can say I practiced some of them already especially the LUUUTT tool. The class itself, the content, the video and summary are well organized and delivered.
  • 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
    This course is helpful to know about the emotional and cultural intelligence. The videos and description which are provided are helpful enough to gain the knowledge which can be helpful in workplace. Also, there are various information and knowledge regarding social world which can make us aware about judging other people before knowing their social world. Everything i found good and the teaching was so smooth and clear.
  • Anonymous
    I am grateful to have this course. the course is best animated and helps to improve the communication skill in project management, businesses and leaderships in every aspects.
  • 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 course was very informative. It shared some light in certain aspects of projects and resources that are often overlooked such as judging people's behavior without really understanding them. It further share more on emotional intelligence aspects, stress management and self expression which are required in working with a team.
  • 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 course was very well designed, paced and delivered. It was cohesive and consistent in its structure and not "all over the place". The content was also relevant to any professional experience that involves regular people interactions and skills. I strongly recommend this course to others.
  • Anonymous
    Great course, all student should do this course as this will increase their knowledge. Understanding emotions and Customer views are very important. People should know the Customer point . Understanding emotions and psychology is very difficult but this course will made that easy for everyone
  • Anonymous
    Es un curso interesante, me ayudo a aprender sobre el manejo de conflictos, como ver los conflictos como oportunidades de mejora y manejarlos dentro de un equipo multicultural
  • Anonymous
    Interesting, but I see the storyboard part as not very applicable. The part analyzing emotional intelligence, on the other hand, was very interesting.
  • 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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