ECP121 - Communications and Conflict Management

Outline information
Schools offering this subject
Last revision date Aug 6, 2021 12:30:15 PM
Last review date Aug 6, 2021 12:30:42 PM

Subject Title
Communications and Conflict Management

Subject Description
This course provides an introduction to the basic concepts, theories and practices involved in effective interpersonal relations and conflict management. Good communication skills are a vital component to handling emergency callers and students will acquire a range of key skills to communicate effectively and professionally. Conflict is also an inevitable part of any organization. Information within this course will assist students in understanding the difference between functional and dysfunctional conflict and will provide a useful model of conflict development to diagnose and treat conflicts in the workplace. The goal will be to enable students to become sensitive, skillful and self-assured in dealing with the many difficult interpersonal situations that they will encounter, both personally and professionally

Credit Status
This is a 911 & Emergency Services Communications Program prescribed credit

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1.         Evaluate communication choices in various settings with respect to key elements for a telecommunicator (such as good faith, empathy, mutual goal satisfaction and social propriety)
2.         Describe the interaction of self-concept, social norms, gender and culture in relation to interpersonal communication in various settings.
3.         Demonstrate active involvement and empathy as a listener through techniques such as open-ended questions, paraphrasing and reflection
4.         Identify the emotions of frustration, anger, aggression and sadness as manifested in verbal and nonverbal cues
5.         Describe the stages of relationships and how these influence communication in work and social settings
6. Identify styles of communication that can improve the effectiveness of interpersonal relations in a vocational context.
7.         Identify the elements of a communication cycle and how these are useful for interpersonal communications.
8.         Assess issues and conflicts created by differences in perception and/or goals
9.         Develop communication strategies for constructive management of issues and conflicts
10.       Integrate psychological insights in the management of interpersonal relations and conflicts
11. Evaluate the importance of communication skills in conflict management while applying various conflict resolution strategies

Essential Employability Skills

    •  Communicate clearly, concisely and correctly in the written, spoken and visual form that fulfils the purpose and meets the needs of the audience.

    •  Respond to written, spoken, or visual messages in a manner that ensures effective communication.

    •  Show respect for diverse opinions, values, belief systems, and contributions of others.

    •  Interact with others in groups or teams in ways that contribute to effective working relationships and the achievement of goals.

    •  Take responsibility for one's own actions, decisions, and consequences.

Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.