Airline & Airport Conflict Management

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.

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

Qualifications

On completion of your course, you will receive the dual award:

Award 1 is issued by Stonebridge Associated Colleges: Airline & Airport Conflict Management Certificate

Airline & Airport Conflict Management Certificate issued by Stonebridge Associated Colleges, to view a sample of the college’s award, please click here.

Requirements for Entry

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

Study Options

In order to offer our students the most convenient and flexible distance learning courses, Stonebridge Associated College offers you the option to study for your course via two methods:

• 1. Via the traditional paper-based method.
• 2. Through the online method via ElearnUK.

If you do not have Internet access, or would prefer to study this course via the traditional paper/postal based study method, you can find more information on the course by clicking on the link below.

Stonebridge Prices

Studying by Post. If you would like to pay by instalments, we do offer an affordable interest free payment plan scheme which allows you to spread the cost of your course over a number of months. However, to use this option you will need to study for your course using the traditional paper-based method. For more information on our payment plans please visit our website at www.stonebridge.uk.com

The reason why the course fee is less if you choose to study online, is because with online study there are no costs associated with postage and printing etc. and thus we are able to offer the course at a reduced rate.

The total amount payable over the term's period, is no more than the total cash price of the course.
(APR = 0%). Written quotations are available on request.

Study Hours

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.