Crisis and Conflict Management

Master crisis and conflict management to stand out as a problem-solving leader and pave your path to promotion.

Conflicts and disputes may emerge from both internal and external factors, and they are delicate matters that require cautious handling and prevention. While basic resolution methods may be derived from identifying the issue, a competent executive takes it a step further by integrating techniques like Root Cause Analysis or PESTLE Analysis to comprehensively investigate the core problem before proposing corrective measures.

In today’s job market, what companies seek are not just skilled executives capable of utilising these methodologies to craft a suitable Service Recovery Framework to tackle the issue. They are looking out for objective individuals who can evaluate the effectiveness of their Service Recovery Framework based on specific and measurable criteria, and ensure that it is aligned with their organisational goals.

Course Outline

• Develop the ability to effectively manage and resolve conflicts, both internal and external, that can affect business operations involving various stakeholders

• Incorporate approaches such as the Root Cause Analysis or PESTLE Analysis to examine and analyse underlying issues

• Derive Service Recovery Framework to address conflicts and crises effectively

• Identify key criteria to evaluate Service Recovery Framework to determine the success and alignment with organisational goals

• Improve on Service Recovery Strategy with a structured four-step framework

Skills Acquired

• Dispute Handling: Manage and resolve internal and external conflicts impacting business operations among stakeholders

• Analytical Techniques: Incorporate approaches like Root Cause Analysis and PESTLE Analysis to examine and analyze 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 organizational 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.

Hands-on Learning Activities

• Drafting Guidelines for Conflict Management: Engage in a group discussion to derive conflict management guidelines based on predetermined scenario

• Interactive Quiz: Assess your comprehension of methods and techniques for managing crises and conflicts concerning both internal and external stakeholders

• Group Discussions: Examine obstacles which organisations encounter as a result of conflicts with internal or external stakeholders, pinpoint strategies for resolving these issues, and evaluate the effectiveness of the solutions

Competency Assessment

Written & Case Study

• Conflict management and resolution methods, frameworks and guidelines to implement

Certification

• Candidates who complete each course with at least 75% attendance and demonstrate competency during assessments will receive a Certificate of Completion by FirstCom Academy and WSQ Statement of Attainment.