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Conflict Management with Emotional Intelligence

via Skillshare


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This class looks in detail at conflict management; and how you can manage the conflict more effectively.

Understanding how to work with conflict will help you to manage issues arising through conflict and disagreements more effectively.  It won't mean that you never experience conflict again - as conflict is a normal part of life.  It will mean that your understanding will help to to deal with it better.


  • Introduction to Conflict Management
  • What is Conflict and Why it Occurs
  • The Issues Around Conflict
  • Conflict and Trust Factors and Questions to Consider
  • The Importance of Trust
  • Building Trust
  • The Trust Equation
  • Bullying at Work
  • The Basic Anatomy of the Brain
  • The Emotional Intelligence Cycle
  • Components of Communication
  • Responses to Emotional Events
  • Managing Emotions
  • The Cycle of Behaviour
  • How Emotions Escalate in Conflict
  • Managing Fight and Flight Behaviour
  • Tips to Prevent a Freeze Response
  • Ideal Interactions
  • Ways of Working with Conflict
  • The Thomas Kilmann Conflict Mode Model
  • The Compromising Conflict Management Style
  • The Competing Conflict Management Style
  • The Collaborating Conflict Management Style
  • The Avoiding Conflict Management Style
  • The Accommodating Conflict Management Style
  • Basic Skills in Conflict Resolution
  • The Area of Agreement The Agreement Box
  • Working with Third Party Intervention
  • Some Wisdom and Takeaways around Conflict

Taught by

Robin Hills


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