Certificate Program in Conflict Management

Every workplace experiences conflict - how you deal with it affects productivity, health issues and morale. The purpose of this non-degree certificate program is to provide practical skills training for business, labour, education, and community managers to deal more effectively with day-to-day conflict. All instructors are experienced dispute resolution professionals. A maximum class size of 24 ensures individual attention. Courses include:

Alternative Dispute Resolution (ADR)

Level 1: Dispute Resolution Overview

• Conflict resolution styles
• Collaborative communication skills
• Dispute resolution strategies
• Interest-based negotiation
• Mediation principles and processes
• Arbitration principles and processes

Level 2: Mediation Process and Skills

• Mediation process
• Dealing with impasses
• Mediation retainer contracts
• Ethical dilemmas in mediation
• Mandatory mediation in civil cases
• Setting up an ADR practice

Coaching Skills for Effective Managers

Coaching is fundamentally about making change. It focuses on the person and begins by asking, "what do you really want?" You will:

• connect a coaching approach to managing conflict and resolving disputes
• structure an effective coaching conversation and use it within the circle of conflict
• coach for possibility and movement within the mediation process

Dispute Resolution in the Workplace

Effective conflict management has become a core competency in today's fast-paced business environment. You will:

• analyze conflict and design interventions to resolve workplace disputes
• learn and apply a flexible response strategy to conflict
• receive tested tools and precedent materials
• develop effective communication and negotiation skills
• apply dispute resolution strategies to real-world business cases

Negotiation: Practical Skills for Moving from Conflict to Collaboration

Interest-based negotiation training provides an alternative method for resolving conflict. You will:

• enhance your own negotiating position while building a strong business relationship
• uncover your interests and those of the other side
• understand and use the Negotiation Planning Tool
• learn key communication skills for collaboration
• develop core skills to use when face-to-face with the other party

Understanding Conflict: The Key to Change

Understanding conflict is the key to change. You will:

• understand the building blocks that create conflict
• analyze what assists or detracts from conflict's resolution
• consider models for addressing conflict
• build skills for effective speaking and effective listening
• apply conflict resolution principles in different settings

For more information contact:
Certificate Program Manager
Conrad Grebel College
University of Waterloo
Waterloo, ON N2L 3G6

voice: 519-885-0220 ext. 254
fax: 519-885-0014
email: certprog@uwaterloo.ca
http://grebel.uwaterloo.ca/certificate/index.shtml