Conflict Management and Business Mediation (E)

level of course unit

First Cycle

Learning outcomes of course unit

On successful completion of the course, students will
- Have an understanding of what defines a social conflict, be aware of different categories of conflicts and understand models of conflict escalation and conflict solution
- Be able to apply selected tools for conflict diagnosis and visualization
- Have an understanding of alternative conflict resolution approaches such as mediation. They know the phases of a mediation process and selected methods and techniques that can be used in mediation or conflict moderation
- Be trained in selected communication skills that can be applied (not only) in mediation, conflict moderation and resolution such as “active listening”, “rephrasing”, and non-violent communication.

prerequisites and co-requisites


course contents

• Background and definitions
• Escalation models
• Conflict solution models
• Diagnosis tools & diagrams
• Principle approach of mediation
• Phases in a mediation process
• Communication tools & techniques
Non-violent communication (NvC)
• Concept of non-violent communication
• Feelings / observations / needs / requests
• Practical training and application of NvC
• Application: giving feedback with NvC
Special topics in business mediation & conflict management, e.g.
• Application to specific fields
• Additional communication approaches
• Alternative and related approaches

recommended or required reading

• Friedrich Glasl. Confronting Conflict: A first-aid kit for handling conflict. Hawthorn Press, Stroud, 1999; reprinted The Dorset Press, 2016.
• Jennifer E. Beer, Caroline C. Packard, and Elleen Stief. The Mediator´s Handbook. 4th ed., New Society Publishers, 2012.
• Marshall B. Rosenberg. Nonviolent Communication: A language of life. 3rd ed., PuddleDancer Press, 2015.

assessment methods and criteria

Submission of group work as assignments, active participation, student presentations and short papers

language of instruction


number of ECTS credits allocated


eLearning quota in percent


course-hours-per-week (chw)


planned learning activities and teaching methods

Lectures, Group work, Role games, practical application of tools and techniques, student presentations about special topics of business mediation and conflict management

semester/trimester when the course unit is delivered


name of lecturer(s)

Prof. (FH) Dr. Johannes Lüthi

year of study


recommended optional program components


course unit code


type of course unit

integrated lecture

mode of delivery


work placement(s)


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