Welcome to the Module 3: Conflict Resolution

It will offer you the necessary knowledge and information to first recognize and then manage conflict situations, bringing some real life examples and providing you with the necessary skills to manage them.

Every unit starts from the theory and moves to the practice, as it include 2 learning activities. It also includes recommendations to manage the different conflict levels.

This modules’ learning objectives are designed for you to:

• Understand and contrast the conflict, with its levels (individual, group, organisational).
• Recognize the conflict management process (stop and think; redirect the conflict; investigate; find solutions) and its styles (avoiding, collaborating, compromising, accommodating, competing).
• Value and select conflict resolution skills (empathy, mediation, assertiveness, active listening, facilitation, etc.).