A Distance Learning Course of 6 Lessons

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.

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

Qualification 1: Airline & Airport Conflict Management Certificate

Airline & Airport Conflict Management Certificate issued by Stonebridge Associated Colleges, entitling you to use the letters SAC Cert after your name.

With this course you will have unlimited access to your own personal tutor who specialises in their field of study. It is your personal tutor's role to ensure that you receive constructive feedback and to deal with any queries you may have. You are more than welcome to telephone, fax or email your personal tutor. You will also have access to a dedicated and friendly team of administrators and course advisors who offer sound and professional guidance and advice when you need it. This ensures that you will never feel neglected and that you will always succeed!

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

This is only an approximate figure and is dependant upon how much time you can dedicate to your studies and how well you grasp the learning concepts in the course material. Furthermore, at the end of each lesson there is a question paper that needs to be completed and returned to your tutor. You should allow at least 1 - 2 hours of study to complete each question paper.

The approximate amount of time required to complete the course is: 60 hrs.

Additional Information

Available in paper or online versions. Please select at bottom of the page.

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