Banking and Insurance Industry

Conflict Management & Mediation

Tutorial, 1.00 ECTS


Course content

This course enables the students in the sense of a conflict- and personality-training to communicate constructively in conflicts and to intervene.

The core contents include:
[1] Negotiation and Intervention Techniques: Interaction Dynamics, Harvard Model
[2] Diagnose and analyze conflicts
[3] Conflict types, conflict processes and forms of conflict escalation
[4] De-escalation, conflict settlement and mediation
[5] Conflict resolution in organizations

Learning outcomes

After completing the Personal Skills & English module, students will be able to use advanced word processing-, presentation- and spreadsheet software,know common programming environments, and create first low-threshold program. They learn soft skills such as presentation skills, negotiation techniques, conflict management, analytical problem solving and the students are able to communicate in German and English at the highest level.
In addition, students learn the techniques of scientific work, are able to raise research questions and to answer them by means of scientific methods and to write them as part of a scientific work.

Recommended or required reading and other learning resources / tools

Literature: Schwarz: Konfliktmanagement: Konflikte erkennen, analysieren, lösen;
Kals, Montada: Mediation: Psychologische Grundlagen und Perspektiven;
Pawelzik: Communication in Business;
Abegg, Benford: Communication for Business;
Business Spotlight Magazine;

Mode of delivery


Prerequisites and co-requisites

Quantiative bascis 1

Assessment methods and criteria

In-lecture assessment