This course enables security personnel to assess conflict situation, develop strategies to resolve conflict, negotiate resolution and closure.
Pre-requisites
These are the admission requirements:
- Obtained Advanced Certificate in Security Supervision and at least a “N” level educational qualification
OR
- At least an “O” level educational qualification with at least 2 years of working experience
OR
- Participants with the following competency ratings from the Employability Skills are eligible:
- Listening/Speaking Min. Level 7
- Reading/Writing Min. Level 7
- Numeracy Min. Level 7
AND
- Laptop required for Project work
Course Outline
On completion of this unit, learner shall be able to:
Assess conflict situation
- Define conflict clearly and highlight points of differences/ contention objectively
- Distinguish between facts and interpretation
- Assess conflict situation to determine level of threat
- Identify common concerns and goals in conflict
- Use effective communication techniques to ensure understanding of information received or relayed
- Seek support or advice from appropriate person when needed
Develop strategies to resolve conflict
- Identify types of conflict
- Identify persons involved in conflict
- Identify and develop appropriate strategies to resolve conflict
- Address problem not person
- Identify factors which might impact safety and security of persons involved and formulate and implement appropriate responses or contingency measures following organisational procedures
- Apply appropriate techniques to maintain positive and effective interactions and minimise aggressive behaviour, taking cultural differences into account
Negotiate resolution
- Identify and analyse styles of negotiation
- Identify and analyse signs of agreement
- Identify and analyse signs of disagreement
- Assess sources of power
- Use negotiation techniques to maintain positive interaction and divert and minimise aggressive behaviour
- Communicate in courteous manner which reflect sensitivity to individual social and cultural differences
- Adapt negotiation tactics to counter party’s style
- Evaluate negotiation content to act in decisive manner
Negotiate closure
- Negotiate for mutually acceptable solution by all parties
- Communicate outcome of negotiation to appropriate person
Certificate Obtained and Conferred by
Statement of Attainment (SOA) from SkillsFuture Singapore (SSG) will be issued for each module graded competent. SOA reflected as SSEC-PDV-4002-1.1 Conflict Resolution Management.
Categories
More Information
- NTUC LearningHub
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