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


course-hours-per-week (chw)


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