Airline & Airport Conflict Management
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Airline & Airport Conflict Management

6 Lessons only £214.49
Online Study
Offline Study
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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