Airline and Airport Conflict Management Certificate
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A Distance Learning Course of 6 Lessons.
Course Description:
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.
Target Audience:
All air industry staff who interface with customers and passengers.
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Further Details
Course Syllabus:
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.
Payment plans are available on request.
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