Certificate in Conflict Management

Objectives
At the end of the course you will be able to:

• Understand basic concepts of conflict management
• Explore techniques for managing conflict effectively
• Demonstrate five conflict handling styles
• Adopt good listening techniques
• Understand negotiation techniques
• Describe problem solving approaches
• Demonstrate mediation techniques
• Demonstrate how to cope with crises
• Describe the concepts of self-development

Student Profile
This programme is designed for people seeking to understand the nature of conflict and provides a series of techniques to deal effectively with conflict and hostility.  Students can be drawn from any environment where conflict, anger and hostility are encountered either by telephone or in personal contact with clients, customers or the public at large.

Study Method
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 telephone, mail and email.

Accreditation 
The course is accredited at level 2 by ASET, a leading awarding body recognised by the UK Qualifications and Curriculum Authority.

Course Outline
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: Practical Conflict Management Techniques
Practical exercises for developing conflict management skills including
• Anger management
• Listening Skills
• Negotiation
• Joint Problem Solving
• Role Plays
• Adopting good practice
• Things to avoid