Students are able to provide conflict diagnosis, to name a definition of conflict and to explain the possible escalation stages in a conflict; they can explain the most important aspects of moderation and mediation; they are able to assist in the explication of the causes of conflict and can reproduce the different positions and viewpoints - (phase 2 of the mediation). Students are able to reflect on their own role and their own behavior, can give and receive feedback through the evaluation and interpretation of reciprocal presentations. Transaction analyses can be compiled and Egograms (own and third-party) developed; students are able to observe and analyse group dynamics and reflect on their own role in these processes and put themselves into the three roles of the Drama Triangle; Students know about the basic principles and tools of communication and conflict management and are able to apply them, they are aware of the constraints of conflict intervention; they are able to develop various questioning techniques and employ these in an employee appraisal scenario; Negotiation techniques can be analysed and implemented. Phase 3 of the mediation - translate the positions into needs; Phase 4 and 5 of mediation - to guide the search for solutions to problems and assist with a solution agreement.

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Konfliktdefinition und Eskalationsstufen; Die Transaktionsanalyse; Egogramme; Die 3 Rollen im Dramadreieck; Fragetechnik und MitarbeiterInnen Gespräch; Verhandlungstechnik; Moderation/ Mediation; Phase 2 der Mediation; Phase 3, 4 und 5 der Mediation.

Klappenbach, Doris: Mediative Kommunikation. Paderborn, Junfermann Verlag 2006

Weisbach, Christian R.: Professionelle Gesprächsführung. München, Verlag Beck, 2003

Birkenbihl, Vera F.: Psycho-Logisch richtig verhandeln. Landsberg a.L., mvg-Verlag 2001

Hagehülsmann Ute /Hagehülsmann Heinrich: Der Mensch im Spannungsfeld seiner Organisation. Paderborn, Junfermann Verlag 2001

Dehner, Renate u. Ulrich: Schluss mit diesen Spielchen. Frankfurt, Campus Verlag 2007

Oboth Monika /Seils Gabriele: Mediation in Gruppen und Teams. Paderborn, Junfermann Verlag 2006

Wehner, L. (2010). Kreatives Konfliktmanagement im Gesundheits- und Krankenpflegebereich. Gesunde Zwischenmenschlichkeit. Wien.

Glasl, F. (2004). Konfliktmanagement: ein Handbuch für Führungskräfte, Beraterinnen und Berater. Bern.

Glasl, F. (2011). Selbsthilfe in Konflikten. Konzepte, Übungen, praktische Methoden. Stuttgart.

Mahlmann, R. (2009). Konfliktmanagement und Mediation. Schwierige Situationen souverän meistern. Weinheim.

Hertel, A. (2009). Professionelle Konfliktlösung. Führen mit Mediationskompetenz. Frankfurt am Main.

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