Table 3: Summary of information on each course/module

1. Name of Subject CONFLICT MANAGEMENT

2. Subject Code COM 3326
3. Name(s) of NUR HIDAYAH SAFARUDIN
academic staff
4. Rationale for the
inclusion of the The course will enable students to gain an understanding of the underlying theories,
subject in the frameworks and models of conflict. Students will also be exposed to basic interpersonal
programme communication and management skills such as rapport building, emphatic listening,
behaviour modelling, reframing, problem solving and decision making. Eventually, students
will develop improved conflict management skills which are useful to their current personal
life and also their future in organizations.

5. Semester and Year Semester 3, Year 2

offered
6. Total Student Face to Face Total Guided and Independent
Learning Time 42 hours 120 hours
(SLT)
L = Lecture L T P O 120
T = Tutorial
P = Practical 42 78
O= Others
7. Credit Value 3.00 Credit Hours

8. Prerequisite (if any) NIL

9. Objectives The module aims to :-

SA 1 Give an overview of the nature of conflict.

SA 2 Encourage students to reflect upon themselves, their personalities and
reactions to conflict.
SA 3 Develop effective conflict management skills in their personal and
professional lives.
10. Learning Outcomes After completion of the module, the student should be able to:-

SLO 1 Describe the nature of conflict in society, in groups, in organizations and

within the individual.
SLO 2 Explain approaches to address conflict
SLO 3 Discuss about themselves, their personalities and reactions to conflict.
SLO 4 Analyze and resolve conflict in their personal and professional lives.
SLO 5 Formulate conflict management strategies and techniques to manage
conflict more effectively.

11. Transferable Skills Upon completion of this subject, what transferable skills that student can gain. Please put
an X in the Yes or No cell.

Year 3 Yes No
TS 1 X
TS 2 X
TS 3 X
TS 4 X
TS 5 X
TS 6 X
TS7 X
TS8 X
TS9 X
TS10 X

Note : Yes denotes that this subject contributes to the development of the transferable
skills. No indicates that this subject does not contribute to the development of the
transferable skills.

Year 3 Skill Area

TS 1 Analyse and interpret data, and present results in the most appropriate
way
TS 2 To develop numeracy skills
TS 3 Use information technology effectively
TS 4 Use creativity and innovation in problem solving
TS 5 Develop confidence and leadership skills
TS 6 Understand the important of teamwork, leadership skills, and effective
time management
TS7 To develop written and communication skills
TS8 To develop presentation skills
TS9 To have time management skills
TS10 To develop research skills
12. Teaching-learning
and assessment Teaching and Learning Strategy
strategy The teaching and learning strategy is designed to encourage a deep approach to
learning with an emphasis on collaborative and evidence based approach suitable to
industry through the use of teams (working teams) and problem solving. The module will
specifically exploit and explore the issues that arise. The teaching/learning strategy for this
module has been designed to ensure that the program level learning outcomes will be
acquired. Various forms of teaching strategy would be employed to provide stimulation and
participation amongst students. These will either one or combination which include group
work and presentations, exercises, case studies, role plays, informal peer assessment,
videos & experiential tasks.

Teaching and Learning Methods

The module is taught through a series of interactive lectures and tutorial during which the
topics are related to workplace experiences of class members. In addition, videos, slides,
role plays and competitions are incorporated into the sessions so that the material is kept
relevant and interesting. Directed learning will comprise a series of self-assessed end of
topic assignments. Adequate time will be given in class for tutors to discuss any issues that
arise from these.

This module will be taught in a semester and will be supported by directed study of
textbooks and articles. Each teaching session will commence with a short lecture
introducing the topic followed by experiential exercises, role plays and sharing of
experiences. This will be a mix between individual and group tasks. Students will also be
given work to complete outside the normal lectures sessions with some of this involved in
the class based exercises. The student will be encouraged to use the library resources to
seek further examples and applications and to use the computer facilities.

Students will be encouraged to bring into class other articles, project, case studies, reading
texts or share their experiences on the current topic. Intellectual skills such as critical
analysis, synthesis and problem solving will be practiced through active learning
processes within group learning activity. Independent thought and understanding of
intellectual skills will be examined by questioning students in their student-led presentation,
reflection through their personal journal, summary of research papers and written final
semester examinations.

 The usual subject delivery methods are outlined as follows:

1. Lectures – used to transmit information, explain theories and concepts, and
illustrate through cases and personal experiences.
2. Tutorials and assignment classes – run for individuals, small groups or a
whole class to help students with their understanding and to resolve
problems in their subject materials.

 Opportunities to demonstrate achievement of the learning outcomes are

normally provided through the following assessment methods:

Knowledge and understanding are primarily assessed in assignment, written tests

and examinations. However, in the later semesters further knowledge and
understanding is gained through some mini project work and assessed in written
reports and oral presentations.

1. Coursework submission – designed to test knowledge and communication skills;

these include personal journal reflection and summary of research papers.
 2. Presentations – most group discussions result in oral presentations in which each
group member plays a part.

 Students are assessed by coursework submission and continual assessment. All

papers are reviewed internally by the faculty staff in Segi College.

Feedback Methods
The continuous feedback shall be given to students throughout the semester for this subject
in the following manner :-

Feedback Given to Students in Response to Assessed Work

Individual written feedback on coursework
Feedback discussed as part of a tutorial
Individual feedback on request
Model answers

Developmental Feedback Generated Through Teaching Activities

Feedback is given at presentations and during tutorial sessions
Results of in-class tests and quizzes
Dialogue between students and staff in tutorials and lectures

The assessment strategy for each Subject Learning Outcomes are as follows:-

Subject Learning Outcomes Summative Formative

Assignment/ Examination
Test
SLO 1 x x x
SLO 2 x x x
SLO 3 x x
SLO 4 x x
SLO 5 x x x

Formative assessment will involve class based group work. Distribution of marks based on
the tasks is shown in Section 15 below.

13. Synopsis
This course is designed to offer students opportunities to enhance and improve their
communication techniques and skills in conflict management. The course teaches students
communication methods to manage productively interpersonal disputes between/among
parties. It emphasizes building partnerships and long-term positive relationships in the
business world and in one’s personal life.

14. Mode of Delivery Lectures, group discussions, presentations

15. Assessment
Methods and Types Assessment Total % Mode
Participation 10 % Individual
Quiz 1 10 % Individual
Quiz 2 10 % Individual
Assignment 1 ( Presentation & Written Report ) 20 % Individual
Assignment 2 ( Presentation & Written Report ) 20 % Group
Final exam 30 % Individual

Note
Coursework has to be completed before Final Examination

Final Semester Examination

Note: Questions MUST encompass a combination of MCQ, T/F, Short Essays, Essay, or
Case Studies for respective courses.

The module will be internally assessed on the basis of a Final Examination (30%), and
Coursework (70%) which includes participation, quizzes/tests, group project, individual
assignment, and individual presentation. Coursework has to be completed before the
examination period. Assessments (formative and summative) are synchronized with
assessment objectives, assessment criteria, and the domains of program learning
outcomes.

16. Mapping of the PA 1 PA 2 PA 3 PA 4 PA 5

subject to the SA 1 X
Programme Aims SA 2 X
SA 3 X X
Note: SA denotes Subject Aim and PA is Programme Aim. SA details are in Section 9 in
this document and the PA details are as follow:-

No Programme Aim
PA 1 To produce graduates who are well-rounded in their knowledge and able
to apply their knowledge in the communication industry.
PA 2 To develop cognitive skills which enable graduates to critically assess and
contribute to contemporary discourse in communication.
PA 3 To inculcate professional attitudes, ethical conduct and a commitment to
contribute to social welfare.
PA 4 To develop graduates with communication, leadership, teamwork and
entrepreneurial skills.
PA 5 To instil an interest in continuing studies in line with the principles of
lifelong learning.

No Subject Aim
SA 1 Give an overview of the nature of conflict.
SA 2 Encourage students to reflect upon themselves, their personalities and
reactions to conflict
SA 3 Develop effective conflict management skills in their personal and
professional lives.
17. Mapping of the
subject to the PLO PLO PLO PLO PLO PLO PLO PLO
ProgrammeLearnin 1 2 3 4 5 6 7 8
g Outcomes SLO1 X
SLO2
SLO3 X
SLO4 X X
SLO5

Note: SLO denotes Subject Learning Outcome and PLO is Programme Learning Outcome.
SLO details can be referred to Section 10 in this document and the PLO details are as
follow:-

No Programme Learning Outcome (PLO)

PLO1 Graduates will demonstrate sound knowledge and understanding in the
field of communication arts.
PLO2 Graduates will demonstrate the ability to assess and apply a range of
disciplines, techniques and approaches in solving practical problems that
arise in the communication and media industry.
PLO3 Graduates will demonstrate the ability to obtain and critically assess
media and communications data using scientific methods, critical thinking
and problem solving skills.
PLO4 Graduates will apply interpersonal and group communication skills which
enhances leadership skills and resolution of real-life problems.
PLO5 Graduates will demonstrate conduct that is consistent with principles of
ethics, professionalism and respect for humanity and the environment
when handling media and communications issues.
PLO6 Graduates will have confidence and ability to work independently and as a
group member to make intelligent decisions in an increasingly complex
and diverse, media-driven society.
PLO7 Graduates will demonstrate understanding of the importance of
continuous education and lifelong learning as technology is changing the
communication industry rapidly.
PLO8 Graduates will demonstrate and entrepreneurial spirit in their undertakings
as a member of the society.

No Subject Learning Outcome

SLO 1 Describe the nature of conflict in society, in groups, in organizations and
within the individual.
SLO 2 Explain approaches to address conflict
SLO 3 Discuss about themselves, their personalities and reactions to conflict.
SLO 4 Analyze and resolve conflict in their personal and professional lives.
SLO 5 Formulate conflict management strategies and techniques to manage
conflict more effectively.
18. Content outline of the subject and the SLT per topic

Practical/Lab

Assessment/
Course work
Assignment/
Self-Study

Total SLT
Tutorial
Lecture

(hours)
Search
Library

Exam
INTRODUCTION 6 4 2 1 2 15
 The Nature of Conflict

THEORY AND CONTEXT 6 5 3 2 3 19

 Preventing Conflict
 Approaches to Conflict
 Approaches to Overcome Conflict
INTERPERSONAL SKILLS IN RESOLVING CONFLICT 6 4 2 2 2 16
 Relationship Between Communication and Conflict
 Develop Listening Skills for Conflict Resolution
 Responses to Conflict

PREPARATIONS FOR CONFLICT RESOLUTIONS 6 5 3 1 3 18

 The “Self” in Conflict Resolution
 Strategies for Conflict Resolution

APPLICATIONS OF CONFLICT RESOLUTION 6 4 2 2 2 16

 Collaboration
 Negotiation
 Overcoming Barriers to Integrative Negotiation

APPLICATIONS OF DECISION MAKING 6 4 3 2 3 18

 Mediating Conflicts Between Parties
 Decision-Making Choices for the Manager

APPLICATIONS OF CONFLICT IN DIFFICULT TERRAINS 6 4 3 2 3 18

 Conflicts Requiring Direct Confrontation
 Special Situations: "Opportunistic" Employees, Workplace
Violence, Terminations, and Bullying

TOTAL 42 30 18 12 18 120
19. Main references 1. Griffith,D.B.&Goodwin,C. ( 2013) Conflict Survival Kit: Tools for Resolving Conflict
nd
supporting the at Work (2 ed) Boston: Prentice-Hall Pearson
subject
th
Additional 1. Wilmot, W.W. (2014) Interpersonal Conflict (9 ed.) Boston: McGraw-Hill
references
supporting the 2. Lewicki, R. J., Saunders, D. M. and Minton, J.W. (2000) Essentials of Negotiation
nd
subject (2 ed.) Boston: Irwin

3. Barsky, A. E. (2007). Conflict resolution for the helping professions. Belmont, CA:
Brooks Cole
rd
4. Dudley, D.C.& Abigail R.A., (2007) Managing conflict through communication (3
ed.) Boston: Pearson

5. Kellett, P. M. (2007). Conflict dialogue: Working with layers of meaning for

productive relationships. London: Sage Publications

6. Littlejohn, S. W. & Domenici, K. (2000). Engaging communication in conflict:

Systemic practice. London: Sage Publications

Websites
http://www.work911.com/conflict/carticles/conflict.htm
http://www.excelatlife.com/articles/conflict_at_work.htm
http://www.publicvirtues.com/Incivility_Study.html

20. Other additional information