ECP121 - Communications and Conflict Management

Outline information
Schools offering this subject
Last revision date Apr 5, 2020 9:37:24 PM
Last review date Apr 6, 2020 12:15:00 AM

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 naturally occurring settings with respect to levels of good faith, empathy, mutual goal satisfaction and social propriety
2. Identify and analyze mutual influences between such aspects as 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 such techniques as open-ended questions, paraphrasing and reflecting feelings
4. Identify the emotions of frustration, anger, and aggression and sadness by checking verbal and nonverbal cues
5. Describe and analyze relationship stages and patterns that develop in relationships and formulate communication strategies for discussing and influencing them in work, social and intimate settings
6. Identify personal styles of communication and those of others while enhancing more effective communication/interpersonal communication
7. Identify the traits of a communication cycle and demonstrate its use
8. Formulate and analyze issues and conflicts, including those characterized by differences in perception and/or goals and develop communication strategies for constructive management of these issues and conflicts
9. Integrate psychological insights in the management of interpersonal relations and conflicts
10. Evaluate the importance of communication skills in conflict management while applying various conflict resolution strategies
11. Participate in class activities, discussions and assignments in order to facilitate skill development and improvement

Academic Integrity
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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.

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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.