Airline & Airport Conflict Management
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The aim of this course is to enable students to understand the nature of conflict and effectively handle conflict situations through deploying appropriate methods.
The units in the course do this through the definition and explanation of varying techniques, schools of thought, and a thorough exploration of the concepts involved.
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Further Details
Conflict and anger
Aims
- understand the sources and nature of conflict
- consider different conflict-handling styles
- learn to understand and deal with anger - as crew and with your passengers
Listening
Aims
- understand the ideal listening process and how to open yourself up to the message
- deal with prejudices which may damage your ability to listen
- beware of traps for listeners
Negotiation
Aims
- understand the nature of passenger versus airline conflicts
- see how these groups approach conflict situations
- understand the joint problem solving approach - learn good negotiating practice
- consider strategies for rescuing difficult situations
Mediation
Aims
- understand the meaning and nature of mediation
- know when mediation is useful
- understand the phases of the mediation process
- deal with problems that can arise during this process
Crisis Mediation
Aims
- know what qualities you need to develop to be an effective mediator
- understand the problem of re-entry
- look at causes of power imbalances in negotiation
- learn to deal with these power imbalances
- understand the importance of establishing a good working relationship with the other party
- deal with the need for mediation in crisis situations
Practical conflict management techniques
Aims
- understand the function of group work in conflict management training
- learn to plan workshop sessions
- learn to facilitate workshops
- know when and how to conduct role-play exercises
Qualifications
Airline & Airport Conflict Management Certificate
On successful completion of any course the Study House Certificate of Achievement will be awarded. Students can then sit the ASET examination. (a QCA approved awarding body) and gain a recognised award.
Study Options
This course is an online course. With online study you have access to your entire course from the start of your studies. You can access your course materials, and submit all of your question papers to your personal tutor, online from anywhere in the World using your unique student account.
If you do not have Internet access, or would prefer to study this course via the traditional paper/postal based study method, you can find more information on the course by clicking on the link below.
Fees
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
