Developing Knowledge and Skills for Working with Conflict
Contribution to a Book
Professionalizing Your English Language Teaching
Christine Coombe, Neil J Anderson, Lauren Stephenson
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.
Behavioral styles, Conflict competence, Conflict resolution, Emotional intelligence
Linguistics and Language Development
Mary Ann Christison and Denise E. Murray. "Developing Knowledge and Skills for Working with Conflict" Professionalizing Your English Language Teaching (2020): 151-162. https://doi.org/10.1007/978-3-030-34762-8_12