Title

Developing Knowledge and Skills for Working with Conflict

Publication Date

1-1-2020

Document Type

Contribution to a Book

Department

Linguistics and Language Development

Publication Title

Professionalizing Your English Language Teaching

Editor

Christine Coombe, Neil J Anderson, Lauren Stephenson

DOI

10.1007/978-3-030-34762-8_12

First Page

151

Last Page

162

Abstract

While conflict in most areas of life is inevitable, if handled positively, it can lead to reflection and innovation. Learning how to manage conflict efficiently, diffuse anger, and facilitate productive communication is an important skill for all ELT professionals, not just for those individuals in leadership positions. In this chapter, we provide the tools for managing conflict that can lead to more positive outcomes: the knowledge and skills needed by ELT professionals and the step-by-step process for resolving or lessening conflict. The knowledge includes an understanding of the different ways in which individuals respond to conflict. The skills are behavioral, emotional, and cognitive, and mastering them leads to conflict competence. We explore conflict competence, a theory rooted in the dynamic theory of intelligence. When differences cannot be resolved or mitigated informally, a formal process may be necessary. The eight-step process that we describe requires a conflict competent facilitator to manage the process.

Keywords

Behavioral styles, Conflict competence, Conflict resolution, Emotional intelligence

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