KY 3.0 hours Managing Conflicts with Tenants, Clients, and Employees - Course Syllabus
3.0 Elective Hours
Nonverbal communication - like facial expressions, gestures, posture, and intensity and tone of voice plays an important role in conflict resolution. When people are distressed or upset, their words don't always communicate their true feelings, so it is important to pay close attention to the other party's nonverbal cues to determine what is really being said. This allows for a response that reassures and builds trust, which makes it more possible to get to the root of the issue. The ability to accurately read nonverbal signals depends on a person's emotional awareness of their own feelings. Emotional awareness frees up space in the mind because the person isn't preoccupied with his or her own confusing or unclear feelings. This allows him or her to truly listen to what others are saying and accurately observe their body language and tone of voice.
Conflict resolutions and conflict management are sometimes used interchangeably, but they are different concepts. Conflict resolution is a process that involves permanently settling a conflict while conflict management is based on the premise that not every conflict has a permanent solution. Some conflicts are too enduring and complex to "fix," so the goal is to effectively manage the intensity of the conflict.
This course discusses the basic elements of conflict resolution, which involves permanently settling conflict or finding a solution to the problem that caused the conflict. It describes the proper approaches to conflict resolution. Additionally, it also explains how the ability to accurately read people's nonverbal cues can help improve communication during conflicts, which helps with resolving the problem.