Airline and Airport Conflict Management

Modules

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

Entry Requirements

There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.

All course fees, inclusive of all payment plans including our Premium Credit Limited option, must be settled before certification can be ordered.

*You will have access to the course for 24 months.

Assessment

Assessment Method

After each lesson there will be a question paper, which needs to be completed and submitted to your personal tutor for marking. This method of continual assessment ensures that your personal tutor can consistently monitor your progress and provide you with assistance throughout the duration of the course.

What's Included

• All study materials
• Study Guide
• Full Tutor and Admin support

Qualifications

On successful completion of your course you will receive the learndirect Certificate of Completion of Training in Airline and Airport Conflict Management.

Your course certificate will also state the number of CPD points/hours the course is eligible for.

View a sample of the certificate (opens in new window)

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