Airline and Airport Conflict Management

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

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: 120 hrs.