Crisis and Conflict Management
About This Course
Conflicts and disputes may emerge from both internal and external factors, and they are delicate matters that require cautious handling and prevention. When encountering conflicts, many executives provide superficial and short-term solutions, by a competent executive will take it a step further by integrating proven techniques to comprehensively investigate the core problem before proposing corrective measures.
In this 2-day course, learn how to create resolution plans for fixing problems using approaches such as the "Root Cause Analysis" or "PESTLE Analysis" to examine and analyse underlying issues, and derive the Service Recovery Framework to address conflicts and crises effectively.
What You'll Learn
- Analytical Techniques: Incorporate approaches like Root Cause Analysis and PESTLE Analysis to examine and analyse the fundamental factors contributing to conflicts and disputes
- Service Recovery Framework Development: Gain the knowledge and skills required to derive a Service Recovery Framework capable of effectively addressing conflicts and crises when they arise
- Service Recovery Framework Evaluation: Identify key criteria for evaluating the effectiveness of the Service Recovery Framework, enabling the assessment of its success and alignment with organisational goals
- Service Recovery Strategy Enhancement: Improve your ability to enhance a Service Recovery Strategy by implementing a structured four-step framework, ensuring a systematic and efficient approach to resolving issues and preventing conflicts
Entry Requirements
Aged 18 and above
Have minimum GCE “N”, “O” or “A” Level / NITEC or a diploma qualification and minimum 2 years of working experience;
Have an English language proficiency equivalent of higher of any of the following - GCSE N/O Levels pass in English / WPLN Level 5 / IELTS 5.5 / TOEFL (internet based total) 46-59.