Study Guide

Objectives (course unit)

The course aims at improving the students’ understanding of conflict management, resolution and communication, in a company or organizational environment. Furthermore, crisis communication is among the essential topics of this course. There is an increasing need for settling disputes between individuals and groups of individuals, as a result of internationalization of business and a variety of financial restraints that cause tension among management and personnel of a company (internal conflict management). External conflict management deals with measures a company must take in order to control its brand, image, customer and stakeholder relations, in circumstances of uncertainties and even open conflicts. It is suitable for students who are interested in developing one’s conflict and crisis management abilities, especially in terms of communication.

After completing the course, the student will be able to:
• understand basics of conflict management and resolution in a company.
• understand crisis communication in organizational environment.

Content (course unit)

The contents include the followings:
• demonstrations, examples, creation of conflict and crisis resolution strategy/plans.
• communication rehearsals and analyses.

Prerequisites (course unit)

None.

Further information (course unit)

Implementation plan.

Assessment criteria, satisfactory (1-2) (course unit)

The student can name basic concepts of conflict management, change and crisis communication and the ways of influencing (lobbying). He/she is able to recognise situations where these communication skills are needed. He/she knows the significance of these in terms of advocating welfare of the organisation he/she represents. He/she is able to apply the tools and best practices in simple cases.

Assessment criteria, good (3-4) (course unit)

The student can explain why conflict management, change and crisis communication, and influencing are important for any organisation. He/she has, to some extent, the ability to apply theories on them in conjunction with real life cases. He/she is able to participate in producing credible and implementable plans for situations where these are needed. The student is able to act in a sustainable way ethically in delicate conflict and crisis situations.

Assessment criteria, excellent (5) (course unit)

The student is able to take initiative in complex conflict and crisis situations, as well as in lobbying for his/her organisation. He/she is able to co-lead a group responsibly for prompt action that is often required, in terms of preventing the organisation from finding itself in a further predicament. He/she can be entrusted with the role of a spokesperson and mediator even in demanding conflict and crisis cases. He/she understands the significance of trustworthy appearance while addressing demanding cases on behalf of his/her organisation.

Assessment scale

0-5