"Conflict Management Course NCFE Level 2"

COURSE CONTENT

The course is divided up into three modules, as follows:

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