ERP Systems & Business Process Management PT
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Conflict Management & Negotiation Techniques

level of course unit

Master`s course

Learning outcomes of course unit

The graduate, the student:
Conflict management:
* Can distinguish between types of conflict
* Understands causes of conflicts
* Recognizes escalation of conflicts
* Can apply conflict resolution techniques

Negotiation techniques
* Knows communication models
* Knows characteristics of supportive communication
* Can give feedback
* Knows characteristics of solution-oriented negotiations

prerequisites and co-requisites

not applicable

course contents

Conflict management:
* Causes of conflicts
* Methods for dealing with conflicts

Negotiation techniques:
* Solution-focused communication
* Non-violent communication
* Discussion of classic negotiation models

recommended or required reading

Fisher, R., Ury W.L., Patton B.: Getting to Yes: Negotiating Agreement without Giving in. 29th Edition, Penguin Books, New York 2011
Glasl, F.: Konfliktmanagement. 7. Aufl., Stuttgart, 2004.
Patterson, K., Grenny, J., McMillan R., Switzler, A.: Crucial Confrontations: Tools for solve broken promises, violated expectations and bad behavior. McGraw-Hill, New York 2005.
Schrotta, S.: Wie wir klüger entscheiden: einfach - schnell - konfliktlösend, Styria Print, 2011
Rosenberg, M.: Gewaltfreie Kommunikation – Eine Sprache des Lebens., 12. Auflage. Junfermann Verlag, Paderborn, 2016.
Schulz von Thun, F.: Miteinander Reden, Bd. 1: Störungen und Klärungen. Reinbek 1981

assessment methods and criteria


language of instruction


number of ECTS credits allocated


eLearning quota in percent


course-hours-per-week (chw)


planned learning activities and teaching methods

Lecture, group work, presentation and task discussion

semester/trimester when the course unit is delivered


name of lecturer(s)

Robert Summers, MA

year of study


recommended optional program components

not applicable

course unit code


type of course unit

integrated lecture

mode of delivery


work placement(s)

not applicable