Study Guide

Objectives

The course aims at improving the students’ understanding of conflict management, resolution and communication, in an organizational environment. Furthermore, crisis communication is among the essential topics of the course. The participants will examine the skills, knowledge and understanding to settle internal conflict management disputes that may arise between individuals and groups of individuals due to the pressures of contemporary business. They will also explore external conflict management issues that affect image, brand and stakeholder relations.



After completing the course, participants will be able to:

- plan and implement efficient change and crisis communication
- demonstrate an understanding of the role and importance of communication in leading people and - organizations in demanding circumstances
- prepare communication plans in advance for change and crisis situations
- explain the process of managing and resolving conflicts
- demonstrate an understanding of his/her natural conflict management styles
- Illustrate that they can adapt their conflict management style in accordance with the requirements of various conflict situations

Content

Change communication
Crisis communication
Conflict management
Influencing and lobbying

Assessment criteria, satisfactory (1-2)

The student understands basic concepts of conflict management, change and crisis communication and influencing (lobbying). He/she is able to recognize situations where those are needed.
He/she knows the significance of conflict management, crisis communication and influencing in terms of advocating welfare of the organization he/she represents. The student is modestly able to apply the tools and best practices of conflict management, crisis communication and influencing in simple cases.

Assessment criteria, good (3-4)

The student understands profoundly why conflict management, change and crisis communication and influencing are important for any organization. He/she has the ability to apply conflict management, change and crisis communication and influencing theories in conjunction with real life cases. He/she is able to produce credible and implementable conflict management, change and crisis communication and influencing plans for situations where those are needed. The student is able to act in a sustainable and ethical way in delicate conflict and crisis situations.

Assessment criteria, excellent (5)

The student is able to take initiative in complex conflict and crisis situations, as well as in lobbying for his/her organization. He/she is able to lead the group responsible for prompt action that is often required, in terms of preserving the organization from winding up in further predicament. The student can be entrusted the role of a spokesperson and mediator even in the most demanding conflict and crisis cases.
He/she fully understands the significance of trustworthy appearance while addressing demanding cases on behalf of his/her organization