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.
Guide price
£160.00 |
