PC321 Interpersonal Conflict Resolution

for UU 2005

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COURSE TITLE:  Interpersonal Conflict Resolution


INSTRUCTORS: Sharon Hannah, Sandee Gamet, and Diane Kyser

INSTRUCTOR OFFICE: Community Mediation Center, 500 W. Pacific,

                                             Independence, MO 64050. Appointments should be made

                                            by phone or e-mail.

E-MAIL: Sharon Hannah –indep_cmc@yahoo.com

WORK PHONE: 816-833-4300 ext. 227    HOME PHONE: 816-254-4403

TERM DATES: June 6 to July 31, 2005

CLASS DAYS: Tuesday & Thursday

CLASS TIME: 8:00 a.m. –10:30 a.m.





The mission of Park University, an entrepreneurial institution of learning,

is to provide access to academic excellence, which will prepare learners to think critically, communicate effectively and engage in lifelong learning

while serving a global community.



Park University will be a renowned international leader in providing innovative educational opportunities for learners within the global society.



William Wilmot and Joyce Hocker.  Interpersonal Conflict. ISBN 0-07-231253-X

Marshall B. Rosenberg, Nonviolent Communication: A Language of Life

ISBN 1-892005-03-4

Susan Gilmore and Patrick Fraleigh.  Style Profile for Communication at Work.

ISBN 0-938070-11-8   


COURSE DESCRIPTION: Overview of conflict and it’s impact on interpersonal relationships.  Emphasizes the development of conflict management skills: self-awareness, listening, assertiveness, and decision-making.


COURSE GOALS: Equip students to deal with conflict in daily life in healthy and productive ways.



·        Explore the impact of conflict in daily life.

·        Help students understand themselves in the midst of conflict

·        Learn skills for positively addressing conflicts in daily life

·        Explore conflict and communication

·        Learn cooperative decision-making processes.

·        Experience small group dialogue as a tool for conflict management


COURSE ARRANGEMENTS: The approaches to learning we will use in this course include theory presentations, skill demonstrations, skill practice and critique.  The course involves cognitive and behavioral learning.  The course deals with the nature and theories of conflicts--what it is, how and why it occurs, conflict models and the role of power.  The course includes practice in using conflict resolution skills in various settings. Regular attendance and active participation is essential to learning and personalizing the material.



Reading the textbooks is assumed and the attendance policy of the Parkville Campus is followed. Assessment will be based on the following:


1. Full attendance and active participation in class. 5 points will be deducted for each unexcused absence. Arriving late or leaving early will have 2.5 points

      deducted each time. Requests for excused absence should be submitted by

      e-mail no later than the completion of the missed class session.

2. First Paper: Style Profile Assessment  (500-750 words) 

      This paper should include (a) your assessment scores (b) a description of your style in calm and storm,  (c) how you observe your style in interactions with others, (d) elements in the texts’ description of your style that you  DO NOT observe in yourself, and (e) day-to-day examples of how you use your style in calm and storm.   DUE JUNE 9, 2005

3. Quarterly concept evaluations. Four mini-tests will be administered to assess

      student comprehension of texts and lectures. DATES: JUNE 16 & 30, JULY 14 & 26.

4.  Second Paper: Personal Reflection (750 words)

                 Describe a specific interpersonal conflict you have experienced or observed.

                 Reflect on how concepts and skills learned in class can be applied

                 to constructively address the conflict. Include at least 3 of the following:

                 (a) identify the “styles” you believe are preferred by the parties and how they

impact the course of the conflict,  (b) name one or more “key” concepts from the texts and explain how it helped you understand the conflict, (c) evaluate whether the conflict has been constructive or destructive and what brings you to that conclusion, (d) describe what could be done differently to result in a more constructive outcome. DUE JUNE 23, 2005


           5.  Third Paper: The Use of Personal Power  (1000 words)

                 View one of the following films: Green Mile, The Power of One, Shawshank

Redemption or War of the Roses. Analyze the use of personal power by characters in the movie including (a) evaluate whether the use of power was

constructive or destructive and why, (b) name at least 2 “power currencies”

used, (c) describe the “power balance” between the characters, (d) comment on the “power dynamics”, how they change and why.   DUE JULY 7, 2005


           6.  Fourth Paper: Personal Reflection (750 words)

                Choose a conflict in which you are or have been personally involved (must be

    different than that the conflict used for the first personal reflection). Exhibit your

    knowledge of the “TLC Process”  by commenting on (a) the use of a thought

   out and  intentional approach to engage the other party in addressing the

   conflict, (b) the use of good listening skills resulting in a clear  understanding of

the needs and  interests of each party and give examples, (c) the use of collaboration to establish a plan for resolution.  DUE JULY 14, 2005








Community Building: Introductions  Group Guidelines (Norms)

“Conflict Is………”  Wilmot/Hocker –   Pgs. 2-25 Pgs. 39-47

Style Profile For Communication At Work – In The Calm



Continuum  Work Styles In Storm

Rosenberg – Chapter 1         HAND IN FIRST PAPER : SYTLE  PROFILE



 Come To My Side

Gender And Power  Issues In Conflict

     Wilmot /Hocker Pgs. 30-37, And Chapter 4



Choice In Dealing With Conflict

-Wilmot/Hocker – Chapter 5

Work Styles/Conflict Styles Grid                FIRST CONCEPTS EXAM



Conflict Activity    Attitudes Helpful In Dealing With Conflict 

Beliefs And Attitudes  About Conflict Rosenberg – Chapters 2 & 3



Change Activity

Intro To Communication

 Communication Activity            HAND IN SECOND PAPER: REFLECTION



Types Of Conflict

      -Wilmot/Hocker  - Pg. 26, Pg. 48-58:



TLC Model

Continued Discussion On Communication.

Intent                                                            SECOND CONCEPTS EXAM




Feelings, Conflict Escalator/De-Escalator , Anger 

Wilmot/Hocker -Pgs 238-247    Rosenberg Chapters 4,5 & 10



“I Messages” , Perspective, Listening Bracketing

Paraphrasing Wilmot/Hocker  Pg. 258, 259

Interests And Goals     -Wilmot/Hocker – Chapter 3   

 Rosenburg – Chapter 7 & 8      HAND IN ESSAY ON PERSONAL POWER



Position And Interests; Commonalities

Decision-Making Process

Negotiating For Mutual Gain

        -Wilmot/Hocker – Chapter 7  Rosenberg – Chapter 6                                                   



Collaborate Wilmot/Hocker

          Pgs. 259-266: Choosing Interaction Formats

Assessing Conflicts

         - Wilmot/Hocker – Chapter 6              THIRD CONCEPTS EXAM



Forgiveness And Reconciliation

           -Wilmot/Hocker – Chapter 10

             Rosenberg – Chapter 9



Third Party Intervention

Wilmot/Hocker – Chapter 9       

 Rosenberg  - Chapter 11 & 12    HAND IN THIRD PAPER: REFLECTION








CLASS POLICIES: The following class policies have been established by Park University, and are available to students to review in the Park University Undergraduate Catalog 2003-2004.

                  Academic Honesty: “Academic Honesty is required of all members of a learning community.  Hence, Park will not tolerate cheating or plagiarism on tests, examinations, papers or other course assignments.  Students who engage in such dishonesty may be given failing grades or expelled from Park.

                  Plagiarism-the appropriation or imitation of the language or ideas of another person and presenting them as one’s original work-sometimes occurs through carelessness or ignorance.  Students who are uncertain about proper documentation of sources should consult their instructors.”

                  Attendance Policy: Students are expected to attend each and every schedule meeting of all courses in which they are enrolled and to be present for the full class period.  Absenteeism and tardiness, regardless of cause, are a threat to academic achievement.  Classes missed for legitimate reasons (e.g., illness, death in the family, work assignments, temporary duty) may be excused at the determination of the instructor; however, “excused” students absent from classes are responsible for all materials covered during the class period.  The student is also subject to appropriate consequences, as described by instructor in the syllabus.  A student who has two consecutive weeks of “unexcused” absences will be administratively withdrawn from class.  To comply with Federal regulations, instructors must keep a written record of attendance for every student.  An incomplete will not be issued to a student who has unexcused or excessive absences recorded for the course.

                  Late Submission of Course Material: All materials due by the final session of the course or as indicated in the syllabus.  Each week late leads to a loss of a grade point.



            Assigned percentages to each course requirement:


·        Full attendance and participation in class.                                   80 pts

·        First Paper: Style Profile Assessment                                         50 pts

·        Four Concept Evaluation Exams                                               50 pts each

·        Second Paper: Personal Reflection                                            50 pts

·        Third Paper: Use of Interpersonal Power Essay             50 pts

·        Fourth Paper: Personal Reflection                                             50 pts


Late papers are docked 1% per day they are late.


       50 pts of Extra Credit can be earned by researching one organization or person (e.g. ACR, VOMA, NAFCM, The Carter Institute, The Joan Kroch Institute, John Paul Lederach, Dorothy Della Noce, Mark Umbreit, Howard Zehr) and writing a 750 word essay about their work with interpersonal conflict resolution. DUE  BY JULY 19, 2005.


Final  grades will be as follows:

Grade A = 430+ (90%)

Grade B = 380-430 (80%)

Grade C = 335-380 (70%)

Grade D = 285-335 (60%)

Grade F  = below 285 (less than 60%)