Conflict Resolution

This course describes different communication techniques of resolving a conflict with maturity and sensibility, in order to boost creativity and productivity. It is offered by the State Bank of India (SBI), a financial service group in India. It can be accessed via Coursera, an online education platform.

In this course, various aspects of situational awareness are explained to illustrate the role of self-awareness and emotional Intelligence in understanding people, situations, and interpersonal relationship. It makes use of situational analysis and case studies to explain communication techniques and benefits of motivation in resolving a conflict.

Some of the course outcomes are:

• Emotion management skills to balance emotions
• Positive and negative aspects of a conflict
• Application of motivational techniques leading to a desirable behaviour