P rogram G uide 2010 2012 by dfsdf224s


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                                                                               Continuing Studies | mala.ca/ccs
Program Guide 20102012

                          Managing Conflict In The Workplace
                                                 Part-time Non-credit Certificate Program
                                                                                             Program Objectives
                                                                                             The overall goal of the program is to develop skills and
                                                                                             tools to effectively resolve conflicts in the workplace. More
                                                                                             specifically, on completion of the program, students will be
                                                                                             able to:

                                                                                             ♦ Understand the major principles and theories of conflict
                                                                                             ♦ Explore beliefs, values, and attitudes present in conflict.
                                                                                             ♦ Describe their own conflict style.
                                                                                             ♦ Demonstrate cooperative communication skills.
                                                                                             ♦ Create a positive climate to resolve conflicts.
                                                                                             ♦ Identify the dynamics of anger.
                                                                                             ♦ Defuse defensive behaviours.
                                                                                             ♦ Develop and maintain constructive working
                          Program Overview                                                   ♦ Understand the difference between interests and
                          Discover constructive ways to resolve disputes in your               positions.
                          work environment by developing skills for effective                ♦ Distinguish between negotiation and mediation.
                          communication. A common cause of conflict in the                   ♦ Demonstrate effective negotiation and mediation skills.
                          workplace results when expectations are not communicated.          ♦ Understand conflict resolution models.
                          The program will focus on an interest-based conflict
                          resolution process. The benefits of gaining a better               ♦ Design a conflict management system.
                          understanding of conflict theory and practical skills will         ♦ Provide closure and write agreements for different types
                          assist you to intervene in conflict situations. This Certificate     of disputes.
                          Program is designed for anyone who would like to improve
                          workplace relationships, as a coworker, supervisor or
                          manager, as well as in dealing with clients and customers.         Program Format
                                                                                             This program is offered on a part-time basis over two
                                                                                             semesters. It consists of a total of 70 hours of instruction
                          Career Opportunities                                               delivered in a workshop format, plus an assessment for
                          With the demands of downsizing and change that are                 those wishing to obtain the Certificate. Workshops are also
                          happening in the workplace today, learning new ways                open on an individual basis for those interested in specific
                          to manage the dynamics of conflict can greatly improve             skills and topics (prerequisites must be met).
                          your career advancement. There is an increased demand
                          for managers and supervisors to understand and address             North Island College has entered into a partnership with
                          conflicts that can seriously affect the work environment.          Vancouver Island University in offering this program.
                          Increased skills to assist yourself and others to resolve          Students completing courses in this program at this location
                          conflict issues constructively will greatly improve your           will receive credit towards the Managing Conflict In The
                          chances for job advancement as an employee, supervisor             Workplace Certificate.
                          or manager. These skills will also be of value to union

                               Certificates & Diplomas ▪ Career Programs ▪ Skills Upgrading
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Program Outline                                                        Plus a choice of elective courses totaling 21 hours,
Students who successfully complete 70 hours of coursework and          which may include:
the assessment will be awarded a Certificate. The program is
comprised of four required core courses (totaling 49 core course
hours), plus a selection of elective courses (total of 21 elective     Defensiveness
hours required), plus the assessment.                                  (1 day) HHMC 014
                                                                       Most conflicts involve defensive behaviours. When people
Note that courses are open to anyone, and may be taken                 feel judged, attacked or falsely accused, barriers usually go up
individually, for those not seeking the full Certificate. (Note that   which can derail constructive communication. When people
the first course is the prerequisite for all other courses.)           are defending their self-image, listening and understanding
                                                                       become confused, and conflict results if these behaviours are
                                                                       left unaddressed. This course will explore the many faces of
The four required core courses are:                                    defensiveness and how to adopt a curious attitude to understand
                                                                       the root of defensive behaviours. Theories of defensiveness will
Essential Communication Skills In Conflict                             be discussed, and integrated with skills learned in previous classes
(2 days) HHMC 011                                                      to manage defensive behaviours and resolve conflict.
This course is the prerequisite for all other courses.This
introductory course explores how we give and receive messages          Moving To Interests
that can create conflict. We’ll discuss the dynamics of anger          (1 day) HHMC 023
in conflict. Students will examine their own listening habits
in conflict situations, and discover the difference between            In conflict situations, individuals often have clear positions or
collaborative, judgmental and defensive responses. Through             outcomes that they want to achieve, and each offers solutions
demonstrations and practice situations, students will develop          based on those positions. When those positions differ, conflict
essential communication skills of acknowledging, probing,              intensifies. Develop skills to explore interests that underlie
asserting, and balancing assertiveness with understanding and          positions. By uncovering these interests, opportunities emerge to
empathy.                                                               find common ground and win-win solutions.
Interest-based Negotiation Skills                                      Get Curious: Effective Questioning
(2 days) HHMC 012                                                      (1 day) HHMC 022
This course will clarify the difference between interest-based         Asking effective, intentional questions can be extremely helpful
exploration and position-based conflict management. Participants       in resolving conflict- “getting curious” rather than forming
will learn how to be effective negotiators, able to gain win-win       judgments and assumptions. Explore different kinds of questions,
results; to develop a neutral agenda of conflict issues; to discover   and use open and closed questions to gather information,
what conflict issues need to be addressed; to understand the basic     explore interests, uncover feelings, create solutions, and reach
pitfalls of conflict and shift away from warrior stances (‘I’m right   agreements. Students will develop effective questioning skills.
and you’re wrong’); and to learn how to deal with aggressive and
competitive negotiators. Power is an important aspect in conflict
and participants will be taught how to understand and assess
this dynamic. Using objective criteria, participants will learn        Plus the Assessment:
how to write agreements that stick and how to follow up on the
                                                                       Skills Assessment For Certification
Mediation Skills                                                       HHMC 020
                                                                       The assessment is required only for those seeking the Certificate.
(2 days) HHMC 013                                                      To be eligible for the assessment, students must have successfully
In mediation, the skill set is the same as negotiation yet the         completed 70 hours of coursework prior to undertaking the
intentions are quite different. Mediation offers a unique process      assessment. Assessment sessions will be scheduled based on
involving the mediator as a neutral or fair witness in the             demand.
proceedings. Mediators must respect two diverging positions
without taking sides and assist two or more people to reach a          The assessment for Managing Conflict In The Workplace is done
mutually agreed upon outcome. This role includes communication         on an individual basis, and will entail a written assignment and
skills as well as an ability to provide a process that is fair and     a demonstration of skills. The written assignment will cover the
equitable for all parties. In this course, we’ll explore different     content of the course material. A workplace case study will be
mediation styles and approaches, ways to manage emotional              used to assess the student’s theoretical learning. Students will also
issues and climates, develop self-awareness; assist people to reach    demonstrate their skill development in a role play situation by
their own solutions; and write successful agreements.                  using a conflict resolution model.
Putting It Together: Coaching And Skill Practice                       Students who are seeking certification will be given a package
(1 day) HHMC 018                                                       of assessment material regarding the assessment process and
This day of applying skills will integrate the theories and practice   expectations. The assessment criteria and material will be
learned in previous courses. Using role-playing scenarios,             reviewed by the students and they will have an opportunity to ask
participants will work in small groups with a coach. Participants      questions from the instructor by telephone.
will have an allotted time to demonstrate their skills by role-        The Assessment may be attempted twice. If unsuccessful after
playing a case study, then receiving constructive feedback from        two attempts, the student will be asked to repeat coursework,
the coach and classmates. This is an opportunity for participants      before being able to attempt the Assessment again.
to reflect on which skills need further practice and development.
This course should be taken last.

                    Visit our Website ▪ www.viu.ca/ccs
Program Requirements                                                  Program Fees
There are no entry requirements for the program, and there is         Fees are paid for each course when you register. Course fees are:
no application for admission required. Note: The first course,
Essential Communication Skills in Conflict is required as the                  2 day courses: $285
prerequisite for all other courses.                                            1-day courses: $145
                                                                               Assessment for Certification: $360
Course Delivery Format                                                Textbooks are extra and may be purchased through the Vancouver
Students must be prepared to participate in an interactive learning   Island University Bookstore.
environment. The classroom learning will consist of lectures,
group discussion, case studies, and simulated role plays. Students    Note: Fees are subject to change.
will develop self-reflection skills and receive constructive
feedback to enhance their learning. There will also be required
reading and homework. Prior training in the field of conflict         How To Register
resolution is not necessary.                                          There is no admission process for this program. You simply
                                                                      register for the course(s) you wish to take each semester. When
                                                                      you have completed the required 70 hours of coursework, you
Required Texts                                                        will be eligible for the assessment to qualify for the Certificate.
Required for all courses:
                                                                      Note: The first course, Essential Communication Skills In
♦ Stone, D., Patton, B., Heen, S. (1999). Difficult Conversations:    Conflict, is required as the prerequisite for all other courses.
  How to Discuss What Matters Most. New York. Penguin                 There are no other prerequisites or admission requirements for the
  Books.                                                              program.

Required for:                                                         For More Information
♦ Essential Communication Skills In Conflict:                         Free information sessions are held to provide information about the
  Thomas, K. and Kilmann, R. 2002. Thomas-Kilmann Conflict            program and an opportunity to get answers to your questions.
  Mode Instrument. Xicom, Incorp.
♦ Interest-Based Negotiation Skills:                                  Check our website: www.viu.ca/ccs or call the Centre for
  Roger Fisher, William Ury, Bruce Patton, Getting To Yes:            Continuing Studies for dates and details, (250) 740-6160, or
  Negotiating Agreement Without Giving In                             contact the regional campus.
♦ Mediation Skills:                                                   The informaTion conTained in This documenT may be subjecT
  Beer, J and Stief, E. (1997). The Mediator’s Handbook.              To change.
  Gabriola Island, BC. New Society’s Publishers.                                                                   Updated 2010/04/22

                    Visit our Website ▪ www.viu.ca/ccs
                                     Centre for Continuing Studies

                                                                  About the Centre for Continuing Studies
                                                                  The Centre for Continuing Studies at Vancouver Island University
                                                                  serves the education and training needs of thousands of lifelong
                                                                  learners in our region each year. The Centre seeks to expand
                                                                  learning opportunities for adults and to provide a welcome point
                                                                  of contact for business, industry, and individuals interested in
                                                                  accessing extensive educational resources. The Centre links
                                                                  Vancouver Island University with community groups to develop
                                                                  education and training programs for people of all ages for
                                                                  professional, occupational and personal skill development.

                                                                  About Vancouver Island University
                                                                  Vancouver Island University is a comprehensive university for
                                                                  the central Vancouver Island region. The main campus is located
                                                                  in Nanaimo; regional campuses in Duncan, Powell River and
                                                                  the Parksville/Qualicum area. More than 10,500 full-time and
                                                                  part-time students are enrolled in academic, career, technology,
                                                                  applied, and upgrading programs. In addition, 10,500 part-time
                                                                  learners are enrolled in continuing education programs.

Nanaimo Campus                  Parksville/Qualicum Centre       Cowichan Campus                     Powell River Campus
900 Fifth Street                100 Jensen Avenue East, Box 42   222 Cowichan Way                    3960 Selkirk Avenue
Building 310                    Parksville, BC V9P 2G3           Duncan, BC V9L 6P4                  Powell River, BC V8A 3C6
Nanaimo, BC V9R 5S5             Tel: (250) 248-2096              Tel: (250) 746-3519                 Tel: (604) 485-2878
Tel: (250) 740-6160             Toll Free: 1-866-734-6252        Toll Free: 1-888-747-3519           Toll Free: 1-877-888-8890
Toll Free: 1-866-734-6252       Fax: (250) 248-9792              Fax: (250) 746-3584                 Fax: (604) 485-2868
Fax: (250) 740-6452             Email: pqcampus@viu.ca           Email: ccscowichan@viu.ca           Email: julie.clarke@viu.ca
Email: ccs@viu.ca
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