Certificate in Airline & Airport Conflict Management

Content:
Module A:

Unit 1 Conflict and anger
understand the sources and nature of conflict
consider different conflict-handling styles
learn to understand and deal with anger

Unit 2 Listening skills
understand the ideal listening process
deal with prejudices which may damage your ability to listen
beware of traps for listeners

Module B:
Unit 3 Negotiation
understand the nature of establishment-community conflicts
see how these groups approach conflict situations
understand the joint problem solving approach
learn good negotiating practice consider strategies for rescuing difficult situations

Unit 4 Mediation
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
know what qualities you need to develop to be an effective mediator

Module C:
Unit 5 Crisis mediation
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

Unit 6 Examples of good and poor practice

Format:
The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by mail and email. You can start at any time and plan your studies over a period of up to one year from the time of registration. Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required.

Award: ASET