4/20/2024 3:39:58 AM	BMG 67.4 Course Outline as of Summer 2021	Changed Course
CATALOG INFORMATION
Discipline and Nbr:  BMG 67.4	Title:  CONFLICT MANAGEMENT
Full Title:  Conflict Management
Last Reviewed:8/27/2018

Units		Course Hours per Week			Nbr of Weeks	Course Hours Total
Maximum	1.50	Lecture Scheduled	1.50		17.5 max.	Lecture Scheduled	26.25
Minimum	1.50	Lab Scheduled	0		3 min.	Lab Scheduled	0
		Contact DHR	0			Contact DHR	0
		Contact Total	1.50			Contact Total	26.25
		Non-contact DHR	0			Non-contact DHR Total	0

Total Out of Class Hours:  52.50

Total Student Learning Hours: 78.75

Title 5 Category:  AA Degree Applicable
Grading:  Grade or P/NP
Repeatability:  00 - Two Repeats if Grade was D, F, NC, or NP
Also Listed As: 
Formerly: 

Catalog Description:

Explore mediation strategies as well as communication theory and techniques with the goal of conflict resolution.  Examine contributing causes of conflict. Analyze the management mediation process and the community mediation process for resolving conflicts.

Prerequisites/Corequisites:

Recommended Preparation:
Eligibility for ENGL 100 or ESL 100

Limits on Enrollment:

Schedule of Classes Information
Description:

Explore mediation strategies as well as communication theory and techniques with the goal of conflict resolution.  Examine contributing causes of conflict. Analyze the management mediation process and the community mediation process for resolving conflicts.

(Grade or P/NP)
Prerequisites:
Recommended:Eligibility for ENGL 100 or ESL 100
Limits on Enrollment:
Transfer Credit:CSU;
Repeatability:00 - Two Repeats if Grade was D, F, NC, or NP

ARTICULATION, MAJOR, and CERTIFICATION INFORMATION

Associate Degree:		Effective:		Inactive:
Area:
CSU GE:	Transfer Area			Effective:	Inactive:
IGETC:	Transfer Area			Effective:	Inactive:
CSU Transfer:	Transferable	Effective:	Fall 2012	Inactive:
UC Transfer:		Effective:		Inactive:
C-ID:

Certificate/Major Applicable: Certificate Applicable Course

COURSE CONTENT

Student Learning Outcomes:
At the conclusion of this course, the student should be able to:

1.  Differentiate between arbitration and mediation.

2.  Apply the steps of a mediation process.

 

Objectives:

At the conclusion of this course, the student should be able to:

1.   Distinguish between binding arbitration, managerial arbitration, managerial mediation, and

      community mediation.

2.   Explain communication theory and positive communication techniques.

3.   Complete assessments to determine individual conflict management style.

4.   Examine contributing causes of conflict such as individual differences, workplace behaviors,

      and organizationally induced conflicts.

5.   Recognize clues for identifying misinterpretations, communication barriers, and

      communication breakdowns.

6.   Identify historical considerations that may be contributing to the conflict.

7.   Identify standards of acceptable behavior within the organization to explore settlement of the

      conflict, such as the company or department policies and procedures, company codes, and

      union agreements.

8.   Identify standards of acceptable behavior within the community to explore settlement of the

      conflict, such as OSHA (Occupational Safety and Health Administration), the Health

      Department, and neighborhood associations.

9.   Apply mediation stages with the goal of resolving conflict.

10. Construct a settlement agreement.

Topics and Scope

I. Dispute Resolution Options

    A. Binding arbitration

    B. Managerial arbitration

    C. Managerial mediation

    D. Community mediation

II. Communication Process

    A. Sender/Message/Channel/Receiver

    B. Feedback loop

    C. Positive communication techniques

    D. Communication roles

    E. Assertive behavior techniques

    F. Listening skills

III. Conflict Management Mode Assessment:  Thomas-Kilmann Instrument

    A. Collaborative:  high assertiveness and high cooperativeness

    B. Compromising:  mid assertiveness and mid cooperativeness

    C. Accommodating:  low assertiveness and high cooperativeness

    D. Competing:  high assertive and low cooperativeness

    E. Avoiding:  low assertiveness and low cooperativeness

IV. Contributing Causes of Conflict and Historical Content

    A. Historical considerations contributing to the conflict

    B. Workplace behaviors contributing to the conflict

    C. Individual differences:

          1. High context/low context, generational values,

          2. Work values, personal values, cultural variables

    D. Organizationally Induced Conflicts

V. Organizational Standards for Clarification of Conflict

    A. Organizational mission and vision statements, goals, and values

    B. Organizational or departmental policies and procedures

    C. Organizational codes of safety and codes of conduct

    D. City, State, County, and Federal law

    E. Union contracts and MOUs (Memorandum Of Understanding)

    F. Performance appraisals

VI. Community Standards for Clarification of Conflict

    A. OSHA

    B. Health Department

    C. Police, sheriff, and fire departments

    D. County or state code enforcement agencies

    E. City, State, County, and Federal law

VII. Mediator's Role

    A. Appropriate time and space

    B. Control of external and internal interference

    C. Ground rules

    D. Tasks of the Mediator(s)

         1. Explanation of the process

         2. Recognition of clues of misinterpretation

         3. Recognition of signals of a shift in attitude

         4. Recognition and confirmation of agreements

    E. Techniques for encouraging collaborative communication

VIII. Stages of Mediation

    A. The opening by the mediator

    B. Participants take turns talking to mediator(s)

    C. Participants take turns talking to each other

    D. Working toward resolution

    E. Solutions and agreements

IX. Development of a Plan of Action or Settlement Agreement

X.  Evaluation of the Conflict Resolution Process

Assignments:

1. Reading 50-70 pages

2. Written assignments (8 - 10)

3. Assessments to determine individual conflict management style

4. Participation in classroom activities to include mediation techniques

5. Group and individual activities such as determining ground rules, channels of communication,

    individual differences, and organizational standards for clarifying conflict

6. Listing stages of mediation process

7. Final exam

Methods of Evaluation/Basis of Grade.

Writing: Assessment tools that demonstrate writing skill and/or require students to select, organize and explain ideas in writing.		Writing 30 - 45%
Written assignments
Problem solving: Assessment tools, other than exams, that demonstrate competence in computational or non-computational problem solving skills.		Problem Solving 30 - 55%
Group and individual activities such as determining ground rules, channels of communication, individual differences, and organizational standards for clarifying conflict,, individual conflict style
Skill Demonstrations: All skill-based and physical demonstrations used for assessment purposes including skill performance exams.		Skill Demonstrations 0 - 30%
Listing stages of mediation process
Exams: All forms of formal testing, other than skill performance exams.		Exams 10 - 20%
Final exam
Other: Includes any assessment tools that do not logically fit into the above categories.		Other Category 0 - 20%
Attendance and participation

Representative Textbooks and Materials:

Conflict Management for Managers: Resolving Workplace, Client, and Policy Disputes. Raines, Susan. Jossey-Bass Publishing. 2013 (classic)

 

The Conflict Survival Kit. 2nd ed. Griffith, Daniel and Goodwin, Cliff. Pearson. 2012 (classic)

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