ECP121 - Communications and Conflict Management

Outline info
Last revision date 2017-11-21 11:33:55.863
Last review date 2017-11-21 11:34:03.654

Subject Title
Communications and Conflict Management

Subject Description
This course is an introduction to the basic concepts, theories and practices involved in effective interpersonal relations and conflict management. Good communication skills are a vital component to handling emergency callers and students will be given the required skills to communicate effectively and professionally. Conflict is also an inevitable part of any organization. Information within this subject will assist the student in understanding the difference between functional and dysfunctional conflict and will provide a useful model of conflict development to diagnose and treat conflicts in the workplace. Our goal will be to enable students to become more understanding, sensitive, skillful and self-assured in dealing with the many difficult interpersonal situations that they will encounter, both personally and professionally.

Credit Status
This is a 911 & Emergency Services Communications Program prescribed credit

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1. Evaluate communication choices in naturally occurring settings with respect to levels of good faith, empathy, mutual goal satisfaction and social propriety
2. Identify and analyze mutual influences between such aspects as self-concept, social norms, gender and culture in relation to interpersonal communication in various settings
3. Demonstrate active involvement and empathy as a listener through such techniques as open-ended questions, paraphrasing and reflecting feelings
4. Identify the emotions of frustration, anger, and aggression and sadness by checking verbal and nonverbal cues
5. Describe and analyze relationship stages and patterns that develop in relationships and formulate communication strategies for discussing and influencing them in work, social and intimate settings
6. Identify personal styles of communication and those of others while enhancing more effective communication/interpersonal communication
7. Identify the traits of a communication cycle and demonstrate its use
8. Formulate and analyze issues and conflicts, including those characterized by differences in perception and/or goals and develop communication strategies for constructive management of these issues and conflicts
9. Integrate psychological insights in the management of interpersonal relations and conflicts
10. Evaluate the importance of communication skills in conflict management while applying various conflict resolution strategies
11. Participate in class activities, discussions and assignments in order to facilitate skill development and improvement

Cheating and Plagiarism
Each student should be aware of the College's policy regarding Cheating and Plagiarism. Seneca's Academic Policy will be strictly enforced.

To support academic honesty at Seneca College, all work submitted by students may be reviewed for authenticity and originality, utilizing software tools and third party services. Please visit the Academic Honesty site on for further information regarding cheating and plagiarism policies and procedures.

All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Disabilities Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.

Mode of Instruction
This course will offer students the integration of different learning styles for different learners (visual, tactile, auditory, etc...) and balance subjective/objective evaluation techniques. You will be exposed to a variety of teaching methods including lectures, discussions, class exercises, small group work, and role playing assignments. Students will also undertake the assigned readings and prepare reports/essays on assigned topics. Students must be active participants in the learning process in order to be successful in meeting the learning outcomes of the course.
IMPORTANT:  This is a hybrid subject which means that not all classes are held in person (check your timetable for details).  A portion of the class learning will take place ONLINE.  Please note that hybrid subjects require a high degree of independent learning and time management skills.

Prescribed Texts
Interpersonal Communication: Relating to Others,  Seventh Canadian Edition
By Beebee, Beebee, Redmond; Pearson Publishing, ISBN# 9780134276649

Promotion Policy

Grading Policy
A+ 90%  to  100%
A 80%  to  89%
B+ 75%  to  79%
B 70%  to  74%
C+ 65%  to  69%
C 60%  to  64%
D+ 55%  to  59%
D 50%  to  54%
F 0%    to  49% (Not a Pass)
EXC Excellent
SAT Satisfactory
UNSAT Unsatisfactory

For further information, see a copy of the Academic Policy, available online ( or at Seneca's Registrar's Offices.

Modes of Evaluation
Assignments:     45%
Quizzes:               15%
Midterm Exam:   20%                      
Final Exam:         20%

Approved by: Sandra Noble