- Etiquette
- Elective Package 1: Restaurant City Challenge
- Elective Package 2: The Secret Art of Barista and Tea Master
- Elective Package 3: Personal Grooming and Etiquette
- International Introductory Award in Conflict Handling
- International Introductory Award in Customer Service (Service Sector)
- International Introductory Award in Hospitality Customer Service
- International Introductory Award in Hospitality Selling
- International Introductory Award in Selling
- Teachers' Profiles
Course Fee |
S$ 500 The course fee is payable upon application and subject to review |
Payment Mode |
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How To Apply |
(1) Via Online Application |
General Enquire |
Administration : Oriton School Pte Ltd |
Office Hour : |
9:00 to 6:00PM (Mon - Fri) |
Withdrawal Deferment & Refund Policy |
No refund of fee will be given upon confirmation of registration and absent from the course. One week's notice must be given in advance to the school for the change of date by the applicant |
International Introductory Award
in Conflict Handling
Summary | The one-day programme aims to develop an awareness of the key knowledge and techniques which enable learners to consider the different approaches to conflict handing within their own and other organisations. |
Learning Outcomes | To be successful in this qualification a learner must have the knowledge to be able to:
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Course Syllabus | 1.Understand the Theories of Conflict. 2.Resolution of Conflict. 3.Effective Communication skills for Conflict Situations. 4.How to Prevent Conflict. |
Expectation of Successful candidates | The qualification is a knowledge-based qualification. Successful candidates will have knowledge of the basic principles of handling conflict situations. The qualification does not develop or assess actual competence in handling conflict. Successful learners will need to practise real-life situations in context under close supervision in the workplace. There should be no assumption of actual competence on completion of this qualification. A statement from City & Guilds has been added into the learner pack (page 7) for the qualification to ensure that it is clear what the learners can expect from the qualification. |
Content | |
Section One - Understand the Theories of Conflict | Aims
1.1 Define conflict and understand the difference between conflict, indecision, disagreement and stress. 1.2 Consider the different ways in which conflict shows itself with internal customer, ie. breakdown of relationships, poor decision-making, poor performance, poor quality of working life. 1.3 Recognise the different ways in which conflict shows itself with external customers ie increased number of complaints, loss of business, loss of income, behavioural issues. 1.4 Examine the effects of conflict – costs, legal implications, lost time, poor morale, low motivation, recruitment, health and safety. |
Section Two – How to Prevent Conflict | Aims At the end of this section candidates should be able to:
Indicative Content |
Section Three - Effective Communication Skills for Conflict Situations | Aims At the end of this section learners should be able to:
Indicative Content |
Section Four – Resolution of Conflict | Aims At the end of this section candidates should be able to:
Indicative Content |
Assessment | Assessment will determine whether learners have achieved the standard required to obtain a City & Guilds International Introductory Award in Conflict Handling. Candidates will undertake a one-hour test that has 40 True/False style questions. The candidate will need to select the correct answers and the passing mark is 80%. The test will be marked by City & Guilds. |
Particular Assessment Requirements | It is important that particular assessment requirements of learners are recognised and provision made for these. Information on the assessment of learners with particular assessment requirements has been provided by City & Guilds and can be accessed on the City & Guilds website in the document:
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Delivery Advice | The total guided learning hours for this qualification are 7 and it is expected that learners will spend this time in a classroom based learning environment. |
To download our International Introductory Award in Conflict Handling brochure, please click here. |
To fill up our International Introductory Award in Conflict Handling course application form, please click here. |