Conflict Management With Emotional Intelligence

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Tags: Emotional Intelligence , Conflict Management

Discover ways to grow your communication skills to manage conflict and develop emotional intelligence in the workplace

Last updated 2022-01-10 | 4.4

- Recognize why some conflict is to be expected and why it is a part of healthy relationships.
- Compare and contrast the various modes that can be used in conflict resolution.
- Assess your own mode of conflict and how this helps or hinders you in working with conflict.

What you'll learn

Recognize why some conflict is to be expected and why it is a part of healthy relationships.
Compare and contrast the various modes that can be used in conflict resolution.
Assess your own mode of conflict and how this helps or hinders you in working with conflict.
Explain how emotional responses differentiate from rational responses in conflict.
Determine your behavioural preferences around managing and working with time and how they impact upon your flexibility.
Develop strategies for dealing with conflict and have some ideas about how to resolve difficulties.
Discover how emotional intelligence is used to resolve conflict and build emotional bonds.

* Requirements

* You should have an interest and understanding of emotional intelligence but no prior knowledge and experience is needed to benefit from the course.
* A keenness to identify and understand the different causes of conflict.
* An interest in how interactions with other people work and how to build them more effectively.
* You should have a willingness to complete the practical activities to grow and develop your emotional intelligence skills

Description

Conflict and disagreements are a natural part of everyday life as there is not enough of what everyone wants to go around.  Conflict occurs over money, goods, services, power, possessions, time, and much more.

If something exists and more than one person wants or needs it, there is a potential for conflict to occur.

Conflict occurs all the time - at home, at work, between individuals, in teams, in groups, in tribes and between nations.  Where there are people, there is conflict.  This is underpinned by how people are using their emotional intelligence.

Some disagreement and conflict is inevitable as this where learning, creativity, and understanding occurs.  It is not that conflict occurs that is the issue, it is how it is managed. 

This course is about proactively working together with others in ways that will help you to communicate more efficiently as you work with them to understand and work with differences that lead to conflict.  In addition, the skills, processes and tools taught in this course can bring value to other aspects of your life.

Negotiating and resolving conflict requires good use of emotional intelligence - your ability to balance your emotional needs with your thinking.  Managing conflict involves using skills such as rapport, empathy and listening.

Conflict modes and styles are reviewed looking at the strengths and liabilities of each. You get the chance to complete a questionnaire that will give you an insight to the mode / style that you prefer to use in conflict situations.  Completing this practical activity will enable you to identify ways to reframe and defuse conflict, creating more productive outcomes and results.

The course, also, covers flexibility and how you use behavioural preferences around working with time.  Your flexibility and adaptability underpins how you work with change and can have a profound impact on others that could lead to conflict. 

By completing this course, you will be able to

  • Identify what conflict is about and how people react to conflict

  • Recognize why some conflict is to be expected and why it is a part of healthy relationships

  • Compare and contrast the various modes that can be used in conflict resolution

  • Assess your own mode of conflict and how this helps or hinders you in working with conflict

  • Explain how emotional responses differentiate from rational responses in conflict

  • Determine your behavioural preferences around managing and working with time and how they impact upon your flexibility

  • Develop strategies for dealing with conflict and have some ideas about how to resolve difficulties

  • Discover how emotional intelligence is used to resolve conflict and build emotional bonds

This course is a standalone course for anyone interested in understanding how to manage, work with and resolve conflict. It compliments other courses that explore emotional intelligence in more depth.

You'll receive all the information that you need and will be coached using loads of practical hints that you can use straight away.

The course is made up of a series of lectures, quizzes, and contains comprehensive course notes.

There are eight interactive exercises that involve some activity with other people and some reflection.  These are:

  1. Working with Conflict

  2. Exploring Conflict and What it Means

  3. The Rules of Assertiveness

  4. Managing Toxic Situations

  5. Chimp Reactions and Human Emotions

  6. The Thomas-Kilmann Conflict Mode Assessment

  7. Assessing and Focusing on How you Use your Time Preference

  8. Reviewing your Learning

The course material makes up a one to two day workshop so is equivalent to 8 -12 hour's training. It forms part of our advanced emotional intelligence course endorsed by the Institute of Leadership and Management.

PLEASE NOTE - This course is NOT for you if you are not prepared to work through the exercises that make up a fundamental part of the course.  Conflict cannot be managed just by watching the video lectures.  It requires you to do some reflective thinking, to get some feedback and to discuss your development with others.  I'm afraid that you won't get the best from the course unless you are prepared to do this.

There are SEVEN practical activities included within the course that are designed to help you understand conflict management. They will indicate to you how you can improve working with conflict and develop your emotional intelligence in the workplace.  All of them require you to engage with your team and do some work outside of the course.

This course is being continually refined and updated to ensure it remains current and relevant.


All PDFs are Section 508 / ADA Accessibility compliant.

All videos are high definition recorded in 1080p.

All videos have grammatically correct English captions.

Latest update - January 2022

Who this course is for:

  • This course will support the development of your emotional intelligence. It will be of interest to you if you are looking to develop an understanding of conflict, the issues involved and ways to resolve conflict effectively.
  • This course will support anyone who is regularly involved in managing or resolving conflict.

Course content

15 sections • 85 lectures

Introduction to Conflict Management with Emotional Intelligence 6 lectures

Introduction to Conflict Management with Emotional Intelligence Preview 02:52

This introduction gives an brief overview of the course on Conflict Management with Emotional Intelligence.

Details about this Course on Udemy Preview 03:47

This lecture gives you details about this course on the Udemy platform.

To make the course more fun, there are details of a specific practical activity - a competition - that will help you to work towards completing the course. Look for the letters that make up the word UDEMY that are hidden in some of the lectures to win a valuable prize. (No, it's not free access or a discount code for another course!)

Practical Activity - Working with Conflict Preview 00:38

Before we start the course, here is a practical activity that encourages you to think about a conflict situation that you are working with, why you are taking the course and what you want to get from it.

The Learning Outcomes of Conflict Management with Emotional Intelligence Preview 02:07

This lecture looks at some of the learning outcomes covered in this course on conflict management with emotional intelligence.

The Principles of Giving and Receiving Feedback Preview 02:48

Giving and receiving feedback is a core competency in conflict management.  If you do it well, it can boost and improve relationships.  Often feedback is not delivered appropriately and can be perceived as just being critical.  

This lesson looks at issues that can arise through giving and receiving feedback.

An example around the issues of feedback is given within this lesson looking at the Udemy rating system.  This course has been attracting low ratings without comments more than my other courses.  I wonder why this is happening?

Tips to Develop your Emotional Intelligence in Challenging Situations Preview 04:37

Here are five questions that you should ask yourself in every challenging situation.  These will help you to develop your emotional intelligence.

What is Conflict? 7 lectures

What is Conflict and Why it Occurs? Preview 03:53

Conflict is often viewed negatively but conflict occurs on a very regular basis in work environments with good reason.

The Issue of Conflict - The Sources, the Costs and the Benefits of Conflict Preview 06:30

This lecture looks at the sources, the costs and the benefits of conflict.

Factors and Questions to Consider in Resolving Conflict Preview 02:48

This video looks at some factors and some questions that you need to consider when working with conflict.

The Importance of Trust in Resolving Conflict Preview 04:00

This lecture looks at the importance of trust in working with conflict.  It covers the factors that you need to consider that will impact upon the conflict and its resolution.

The Trust Equation Preview 03:33

Trust can be represented by an equation.  It consists of four interrelated factors - three combine to increase trust whilst one can diminish trust.

Building Trust using an Emotional Bank Account Preview 04:48

This lesson looks at trust in more detail and includes ways of building trust through the idea of an emotional bank account.

The Issue of Bullying at Work Preview 05:31

This lecture looks at bullying in the workplace.  

Bullying is a BIG issue that lends itself to a full course on the subject.  The lecture gives a brief overview of what bullying is (and what it is not), how it occurs, and what you can do when you believe you are being subjected to bullying. 

Practical Activity - Exploring Conflict 1 lectures

Practical Activity - Exploring Conflict and What it Means Preview 00:24

This is a practical activity that gets you to look at what you consider the word "conflict" to mean.  It gets you to involve about 4 or 5 other people to find out what they understand the word to mean too.  

The discussion this generates will be very interesting.

Assertiveness 12 lectures

Introduction to this Module on Assertiveness and the Learning Outcomes Preview 02:01

This part of the course is looking at assertiveness. The lecture defines what assertiveness is and the learning outcomes by completing this module.

What are your Rights and Responsibilities around Assertiveness? Preview 04:00

We all have certain rights and responsibilities when it comes to being assertive. This lecture looks at these rights and responsibilities from your viewpoint and from the viewpoint of others.


Exploring Some Barriers to Assertiveness Preview 02:06

There are going to be certain situations and circumstances that inhibit our assertiveness according to our upbringing and how we think about ourselves.

The Choices of Behaviour Open to You in Expressing Assertiveness Preview 02:21

In this lecture we look at the choices between assertive, aggressive and passive behaviour and what the implications for these are.

Understanding what Aggressive Behaviour is Preview 01:25

This lecture covers what aggressive behaviour is and its long term impact.

Understanding what Passive Behaviour is Preview 01:19

This lecture covers what passive behaviour is and its long term impact.

Understanding what Assertive Behaviour is Preview 00:59

This lecture covers what assertive behaviour is and its long term impact.

Recognising the Differences Between Aggressive, Passive and Assertive Behaviour Preview 00:07

This information sheet gives some expressions of aggressive, passive and assertive behaviours through what is being said and through body language.

Some Methods and Techniques for Expressing Assertiveness Preview 06:25

This lecture covers some of the methods and techniques you need to be assertive in the right way.

Ways to Say "No" Assertively and Feel Good About It Preview 02:30

People can find saying "No" to requests quite difficult at times.  Here are some hints and tips that should allow you to say "No" without feeling guilty. 

The Rules of Assertion and Assertive Behaviour Preview 01:45

Some clear rules about how and when to be assertive.

The Review of this Module on Assertiveness Preview 02:20

This lecture is a review of this section of the course on assertiveness.

Practical Activity - Assertiveness 1 lectures

Practical Activity - The Rules of Assertiveness Preview 00:19

This practical activity gets you to focus on the Rules of Assertion and asks you to focus on how you can use these to develop your assertion.

If you are going to learn about your assertiveness and the impact it has on others, it is important that you complete this practical activity!

(I know that it is very easy to ignore this but you will not develop your assertiveness from just watching the video lectures!)

Managing Toxic Situations More Effectively 8 lectures

The Learning Outcomes of this Module on Understanding Toxic Situations Preview 01:06

This lecture covers the learning objectives for this part of the course on Toxic Situations.

Toxic Situations - The Caustic Opener and Mind-Reading Preview 01:44

This lecture looks at two situations that can easily turn toxic.  

Within this lecture, we look at

  • The Caustic Opener
  • Mind-Reading

Toxic Situations - Everyone. Forever. and That's You All Over Preview 02:34

This lecture looks at two situations that can easily turn toxic.  

Within this lecture, we look at

  • Everyone. Forever.
  • That's You All Over.

Toxic Situations - The Blame Game and Exaggerate? Me? Preview 02:18

This lecture looks at two situations that can easily turn toxic.  

Within this lecture, we look at

  • The Blame Game
  • Exaggerate? Me?

Toxic Situations - You Say Tomato and Yesterday's Hangover Preview 01:40

This lecture looks at two situations that can easily turn toxic.  

Within this lecture, we look at

  • You Say Tomato
  • Yesterday's Hangover


Toxic Situations - What I Mean, Not What I Say and Irreconcilable Differences. Preview 02:34

This lecture looks at two situations that can easily turn toxic.  

Within this lecture, we look at

  • What I Mean, Not What I Say 
  • Irreconcilable Differences

Further Methods of Resolving Conflict Preview 03:39

This lecture looks at some methods of conflict resolution to cover all of the Toxic Situations.

Reviewing this Module on Understanding Toxic Situations Preview 02:00

This lecture reviews the learning objectives for this part of the course on Toxic Situations.

Practical Activity - Toxic Situations 2 lectures

Practical Activity - Toxic Situations Preview 00:11

This is a practical activity that gets you to assess which toxins you find yourself using over a period of a few days.

There is a table for you to complete and record your responses.

If you are going to learn about how your behaviour can lead to toxic situations arising, it is important that you complete this practical activity! 

(I know that it is very easy to ignore this but you will not develop your awareness of your toxins from just watching the video lectures!)


Understanding Toxic Situations Case Studies

This quiz is designed to test your understanding of the types of toxic situations that we have just been looking at in this course.

You will be presented with a range of situations.  Try to determine the toxic situation that is occurring.  This will help you to plan how you can manage the conflict more effectively and in more satisfactory ways.


Emotional Intelligence and Conflict 9 lectures

The Emotional Intelligence Cycle - Interrelations of Environment and Behaviour Preview 00:55

This lecture looks at how your emotional intelligence is based on an interplay between your environment and your behaviour.

How Communication Underpins Emotional Intelligence Preview 02:12

This lecture looks at the basic skills that underpin communication and emotional intelligence.

The 4 Ways you can Respond to Emotional Events Preview 02:20

This lecture looks at how you respond to emotionally intense situations through four types of response. 

How Easily Emotions Escalate in Conflict Situations Preview 01:23

This lectures looks at how emotions can easily escalate in conflict situations.

The 3 Distinctive Styles for Handling Emotion Preview 04:24

How you handle your emotions depends upon a number of factors.  People fall into three distinctive styles for attending to and dealing with their emotions.  This lecture covers handling emotions by looking at the three distinctive styles.    

When Attitude Drives Behaviour - The Cycle of Behaviour Preview 02:30

This lecture looks at the cycle of behaviour that occurs when attitude drives behaviour.  There are some insights in how to break this cycle to stop it from escalating.

Key Ways to Managing Fight and Flight Behaviour Preview 02:51

This lecture covers ways in which fight and flight behaviour can be managed in situations of conflict.

Tips to Prevent a Freeze Response Preview 06:05

A freeze attack occurs when the emotional part of your brain takes over so that you are unable to respond rationally to a situation that causes you stress.  It is very difficult to react in the grip of a freeze attack.  

This lecture looks at what you can do to prepare yourself so that a freeze response is less likely to occur.

The Ideal Behaviours for Ideal Interactions Preview 01:21

Here are a series of hints and tips for demonstrating ideal behaviours for ideal interactions.

The Chimp Paradox 8 lectures

The Chimp Paradox - A Powerful Mind Management Model Preview 00:33

The Chimp Paradox, written by Steve Peters a leading UK sports psychologist, is based on simple metaphor for the battle between the rational (Human) and emotional (Chimp) aspects of our minds and the interplay between them which underscores virtually every aspect of our lives.

One Minute Observation Test Preview 01:00

Watch this one minute observation test to get an insight into emotional responses.

The Brain and The Chimp Paradox Preview 00:48

This lecture looks at the Chimp Paradox metaphor that gives some insights into the workings of the brain.

The Basic Anatomy of the Brain Covered in about 5 Minutes Preview 05:48

This lecture looks at the structure of the brain with a very simple, but practical overview.  

What Basically Drives the Chimp Preview 01:42

This lecture looks at some of the basic drives behind your Chimp's behaviour.

How the Chimp Works - Why is it so Powerful and Difficult to Manage Preview 02:31

This lecture looks at how the Chimp works - why it is so powerful and can be so difficult to manage.

The Computer Part of the Mind Management Model Preview 03:11

The third part of the Chimp Paradox model.  The computer works with stored information - memories, values and beliefs. 

How accurate is your computer and how do you maintain it?

Interesting Insights into Emotions and Higher Order State Preview 02:15

Recent research is suggesting that what we thought about where emotions are generated in the brain may not be strictly correct.

Practical Activity - Chimp Reactions and Human Emotions 1 lectures

Practical Activity - The Chimp Paradox Preview 00:25

This is a practical activity that gets you to think about a Chimp response and a Human response to a number of situations.

(I know that it is very easy to ignore this but you will not develop your awareness of how your Chimp and how your Human operates from just watching the video lectures!)


The Five Modes of Conflict Management 14 lectures

Assessing the Ways That You Work with Conflict Preview 02:26

This lesson includes a practical activity that gets you to assess your mode of conflict using a version of the Thomas Kilmann Conflict Mode questionnaire.

The Thomas-Kilmann Conflict Mode tool is a really useful tool for helping people understand how different conflict-handling styles affect interpersonal and group dynamics and for empowering them to choose the appropriate style for any situation.

The Thomas Kilmann Conflict Mode Model Explained Preview 04:16

The Thomas-Kilmann Conflict Mode Model is a really useful tool for helping people understand how different conflict-handling styles affect interpersonal and group dynamics—and for empowering them to choose the appropriate style for any situation.

This lesson gives some background to the model and how it works.

The Compromising Mode of Managing Conflict Preview 02:09

This lecture covers the Compromising mode of conflict as described by the Thomas-Kilmann Conflict Mode Model.

Questions to ask Yourself if you have High and Low Compromising Scores Preview 01:20

Having completed the Thomas Kilmann Conflict Mode Assessment, this video gives you some insights into what your scores mean if they are particularity high or particularly low in the Compromising Mode.

The Competing Mode of Managing Conflict Preview 01:53

This lecture covers the Competing mode of conflict as described by the Thomas-Kilmann Conflict Mode Model.

Questions to ask Yourself if you have High and Low Competing Scores Preview 01:40

Having completed the Thomas Kilmann Conflict Mode Assessment, this video gives you some insights into what your scores mean if they are particularity high or particularly low in the Competing Mode.

The Collaborating Mode of Managing Conflict Preview 02:05

This lecture covers the Collaborating mode of conflict as described by the Thomas-Kilmann Conflict Mode Model.

Questions to ask Yourself if you have High and Low Collaborating Scores Preview 02:04

Having completed the Thomas Kilmann Conflict Mode Assessment, this video gives you some insights into what your scores mean if they are particularity high or particularly low in the Collaborating Mode.

The Avoiding Mode of Managing Conflict Preview 02:22

This lecture covers the Avoiding mode of conflict as described by the Thomas-Kilmann Conflict Mode Model.

Questions to ask Yourself if you have High and Low Avoiding Scores Preview 01:14

Having completed the Thomas Kilmann Conflict Mode Assessment, this video gives you some insights into what your scores mean if they are particularity high or particularly low in the Avoiding Mode.

The Accommodating Mode of Managing Conflict Preview 02:03

This lecture covers the Accommodating mode of conflict as described by the Thomas-Kilmann Conflict Mode Model.

Questions to ask Yourself if you have High and Low Accommodating Scores Preview 01:15

Having completed the Thomas Kilmann Conflict Mode Assessment, this video gives you some insights into what your scores mean if they are particularity high or particularly low in the Accommodating Mode.

Some Basic Skills in Conflict Resolution Reviewed Preview 00:40

This lecture covers some basic skills in conflict resolution.

Understanding Conflict Modes

Daphne's departmental meeting in a couple of weeks to discuss future strategy with a view to putting some recommendations to the Board for consideration.  In order for the recommendations to be seriously considered, budgets have to be determined and presented.

Each part of the department will need to review its contribution to sales, savings, turnover and profitability.  

The meetings are normally well organised but some people are less well prepared than others which can lead to frustration and further meetings.

This quiz tests your knowledge and understanding of the modes of conflict by reviewing how the members of Daphne's team are working together.


The Importance of Flexibility in Conflict 6 lectures

The Learning Outcomes of this Part of the Course on Flexibility Preview 02:27

This section looks at flexibility and adaptability which can lead to issues leading to differences of opinion around how things are done.  This lecture gives an overview of this section on flexibility and covers the learning outcomes of this module.

How your Personal Preferences Influence your Flexibility Preview 05:01

This lecture looks at how your personal preferences influence your attitude to flexibility and impacts upon your behaviour.

The 2 Flexibility Types - Planning and Spontaneous Types Preview 03:22

This lecture looks at the behavioural differences between Planning and Spontaneous Types and what these differences mean.

Ways to be More Flexible Irrespective of your Preferences and Your Type Preview 02:05

This lecture explores ways that you can be more flexible irrespective of your preferences.

How you can Work More Effectively with Change Preview 01:38

Change requires flexibility and adaptability. This lecture looks at how to work with, and adapt to, change more effectively.

Reviewing this Part of the Course on Flexibility Preview 01:53

This lecture reviews this section on flexibility and adaptability and introduces the accompanying practical activity.

Practical Activity - Assess and Focus on How you Use your Time Preference 1 lectures

Practical Activity - Assess and Focus on How you Use your Time Preference Preview 00:14

This practical activity gets you to assess and focus on how you use your time preference.  This will help you to understand your adaptability under pressure.

If you are going to learn about how flexible you are when working under pressure, it is important that you complete this practical activity! 

(I know that it is very easy to ignore this but you will not develop your awareness of your flexibility from just watching the video lectures!)

Some Ways That You Can Work to Resolve Conflict 7 lectures

The Agreement Box - The All Important Area of Agreement Preview 01:55

The Agreement Box refers to the area of agreement that should be explored to negotiate and agreed when working to manage conflict.  

How the Use of Words Can Affect Conflict Preview 02:24

Within the emotional environment created by conflict, the words used can be very significant.  This lecture looks at how one small word can change the management of conflict quite dramatically.

Considering Inflection and Intonation in Your Spoken Communication Preview 05:23

The way in which the words are expressed through the intonation (the tone) and the inflection (the pitch) can subtly change the meaning.  

This lecture looks at some examples and the way the meaning of some phrases can be altered by inflection and intonation of the words.

Working with Third Party Intervention When it Becomes Necessary Preview 03:00

The term "third party" refers to a person or team of people who become involved in a conflict to help the disputing parties manage or resolve their disagreement.

This lecture sets out a structure for third party intervention.

Course Takeaways: Some Wisdom Around Working with Conflict Preview 07:16

This lecture looks at how you can deal with and manage conflict from a personal perspective.  It covers the six stages of conflict management with some wisdom around conflict.

Review of the Learning Outcomes Covered in this Course Preview 01:53

This lecture reviews the learning outcomes covered in this course.

Practical Activity - Review your Learning Preview 00:18

This is a practical activity to conclude the course. It requires you to consider your goals and objectives for taking the course that you set for yourself at the beginning of the course.

Conclusion to the Course 2 lectures

How to Access your Udemy Certificate Preview 04:03

This video will help you if you are having issues accessing your Certificate of Completion.

Bonus Lecture Preview 03:29