ERP Systems & Business Process Management PT
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Conflict Management & Negotiation Techniques (E)

level of course unit

second cycle, Master

Learning outcomes of course unit

Conflict Management:
- know types of conflicts
- can analyze causes of conflicts
- know escalation levels during conflicts
- know procedures to deal with conflicts

Negotiation techniques:
- know communications models
- know features for successful communication
- know negotiation concepts

prerequisites and co-requisites

not applicable

course contents

The goal is to convey practical negotiation techniques,
in which culture-specific features play a
significant role. The course will take place in small
groups to provide individual help through exercises and
role-playing activities. Processes of team development and interaction,
conflict models, causes and origination of conflicts,
process design in teamwork, social competence, conflict management
and mediation, culture-specific and problem-oriented
negotiation techniques.

recommended or required reading

Benien, K.: Schwierige Gespräche führen. Reinbek, 2003. Faure, G.O. (Hrsg.): How People Negotiate: Resolving Disputes in Different Cultures. New York, 2004. Ghauri, P.N. (Hrsg.): International Business Negotiations, Oxford, 1996. Glasl, F.: Konfliktmanagement. 7. Aufl., Stuttgart, 2004. Goldman, A.J.: Negotiation: Theory and Practice. New York, 2002. Hall, E.T., Hall M.R.: Understanding cultural differences. 13. Aufl., Yarmouth, 2003. Hofstede, G.: Culture`s Consequences: Comparing Values, Behaviors, Institutions, and Organizations Across Nations. 2. ed. Thousand Oaks et al., 2001. Malorny, Christian; Langner, Marc A. : Moderationstechniken. Werkzeuge für die Teamarbeit, 2. Aufl.- München; Wien: Hanser Wirtschaft, 2002 Schwarz, G.: Konfliktmanagement, 6. Aufl., Wiesbaden, 2003

assessment methods and criteria

Standardized exam (Multiple choice and short answers), Presentation

language of instruction


number of ECTS credits allocated


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)

Summers Robert , M.A.

year of study

2.year of studies

recommended optional program components

not applicable

course unit code


type of course unit

compulsory (integrated lecture)

mode of delivery

In-class course

work placement(s)

not applicable