Join our pool of over
105,977+ learners
4.4/5
Rated 4.4 on Google
with over 11,800 reviews
Course Overview
Whether at work, home, or in social settings, conflict is something that everyone will face, but few are truly prepared to handle conflict when it happens. Unresolved issues can lead to broken trust, miscommunication, and missed opportunities. The ability to manage conflict and navigate crises is no longer a “nice-to-have” - it’s an essential life skill.

This 2-day course is designed for anyone who wants to become more confident, composed, and solution-oriented when faced with challenges. You’ll learn to understand the root causes of conflict, apply structured frameworks to resolve issues effectively, and communicate in a way that diffuses tension and rebuilds trust.

Whether you're mediating a disagreement between colleagues, calming an upset customer, or navigating personal disputes, the techniques you gain from this course will help you handle complex situations with confidence.

Course Highlights

  • Learn to identify and categorise crises arising from internal sources like interdepartmental conflicts, employee dissatisfaction, management issues, and communication gaps, and external sources such as vendor disputes, customer dissatisfaction impacting reputation, stakeholder conflicts, and regulatory challenges.
  • Learn and practise widely recognised conflict resolution models such as the HEART Model (Hear, Empathise, Apologise, Resolve, Thank) and the LEARN Model (Listen, Empathise, Apologise, React, Notify) to handle complaints or difficult conversations
  • Follow a structured approach to assess internal and external disputes, including identifying the nature of the dispute, collecting evidence, interviewing involved parties, analysing information, developing resolutions, and documenting the investigation.
  • Understand the critical importance of engaging various stakeholders (customers, employees, suppliers, regulatory bodies, investors) in the crisis resolution process for enhanced communication, improved relationships, increased efficiency, and risk mitigation.
  • Learn how to measure the effectiveness of your conflict-handling efforts using tangible indicators such as improvement in Key Performance Indicators (KPIs) or increased positive stakeholder feedback.

Learning Outcomes

By the end of this course, you'll be able to:
  • Identify and understand various internal and external crises and why they happen.
  • Recognise the early signs of conflict and defuse them before they escalate.
  • Stay calm and objective under pressure, using structured models to guide your response.
  • Handle emotional or difficult conversations with empathy and professionalism.
  • Develop a strategic approach to conflict resolution, fostering a more harmonious and productive work environment.

Competency Assessment

Written and Case Study Assessment

Stand Out From The Competition With Professional Certificates

Candidates who complete each module with at least 75% attendance and demonstrate competency during assessment will receive a Certificate of Completion by FirstCom Academy and a WSQ Statement of Attainment.
WSQ-certification
certification

Entry Requirements:

  • Aged 18 and above
  • Have basic computer literacy Level 2
  • 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.

Learn from industry leaders who are experts in their fields

Enquire About Our Courses

Ready to Upskill? We’re here to Support You.

    Crisis and Conflict Management
    TGS-2023036558
    Learners already enrolled
    The course fee will be automatically subsidized during the online enrollment process.
    Full Course Fee
    (with 9% GST)
    Fee & Subsidy
    Breakdown
    Traning skills acquired
    Mode of training:
    Classroom / Online
    Traning skills acquired
    Duration:
    2 Days
    Traning skills acquired
    Course Accreditation:
    WSQ
    Loading...
    No Preference
    !
    Select Date
    • Available
    • Selling Fast
    • Full Enrollment
    Please select a course date
    Your training location is at FirstCom Academy
    Course Timing for

    Course Fees & Subsidies

    SMEs
    Course Fees
    70% SkillsFuture (SSG) Subsidy
    Nett Fee
    Non SMEs
    Course Fees
    50% SkillsFuture (SSG) Subsidy
    Nett Fee
    Additional Support

    Additional Support via Absentee Payroll

    Enterprise Innovation Scheme
    Option 1 Up to 400% Tax Deduction
    Option 220% Cash Payout Based On Nett Fee

    Up to 90% Additional Subsidy from SkillsFuture Enterprise Credit (SFEC)

    SME Eligibility Criteria
    • Registered or incorporated in Singapore
    • Employment size of not more than 200 (at group level) or with annual sales turnover (at group level) of not more than $100 million
    Singapore Citizens (40 years and above)
    Course Fees (Before GST)
    9% GST
    70% SkillsFuture (SSG) Subsidy
    Nett Fee
    Singapore Citizens (21-39 years old) & PR
    Course Fees (Before GST)
    9% GST
    50% SkillsFuture (SSG) Subsidy
    Nett Fee
    Additional Support

    SkillsFuture Credits eligible for Singapore citizens aged 25 & above

    PSEA eligible for Singapore citizens aged below 30

    NTUC UTAP members can have up to 50% reimbursement on out-of-pocket cost
    • Nett Fee are inclusive of GST charged based on the full course fees.
    • Subjected to individual’s eligibility and availability of SkillsFuture Credit.
    • NTUC UTAP reimbursement is capped at $250 for members aged below 40 or $500 for members aged 40 & above.
    ENROLL NOW
    View Full Pricing