TGS-2023036558
Critical Soft Skills Courses
2 Days
Crisis and Conflict Management
Master crisis and conflict management to stand out as a problem-solving leader and pave your path to promotion.
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Rated highly by over
48,526 learners
48,526 learners
Rated 4.9 on 
with over 48,526 reviews
with over 48,526 reviews
Course Summary and Highlights
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.
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.
Skills Acquired
Handle disputes professionally
and resolve internal and external conflicts impacting business operations among stakeholders
Solve underlying issues
by incorporating approaches such as the Root Cause Analysis or PESTLE Analysis to identify appropriate solutions
Effectively address conflicts & crises
with the Service Recovery Framework and enhancing the Service Recovery Strategy with a structured four-step framework
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.
Course Schedule Overview
Day 1
Day 2
Morning Session
Delve into the various categories and sources of challenges, from operational disruptions and personnel issues to customer-related concerns and external factors, and understand their potential impact on your organisation
Learn to utilise powerful analytical frameworks including SWOT and PESTLE to comprehensively analyse challenges and identify underlying causes for effective resolution
Afternoon Session
Uncover the essential components of a robust service recovery framework and understand its critical importance in rebuilding trust, mitigating negative impact, and ensuring customer loyalty
Learn to effectively implement industry-recognised models like the HEART and LEARN frameworks to skillfully navigate and resolve conflicts
Morning Session
Gain a step-by-step understanding of how to design and implement a tailored service recovery framework to equip your organization to respond effectively to challenges
Learn effective strategies for communicating service recovery policies and procedures to both internal teams and external stakeholders to ensure clarity and consistency in times of crisis
Afternoon Session
Learn to objectively assess the impact of your service recovery framework to utilise specific and measurable criteria to gauge its success and identify areas for continuous improvement
Discover practical and actionable steps to continuously refine and improve conflict management strategies to transform challenges into opportunities for strengthened relationships and brand reputation
Written and Case Study Assessment
Entry Requirements:
- Aged 21 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; and
- 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
Frequently Asked Questions
What are the benefits of taking the Crisis and Conflict Management course?
This course equips you with the skills and knowledge to effectively manage and resolve conflicts, both internal and external, that can positively impact business operations.
Who should take this course?
The course is suitable for managers, team leaders, HR professionals, and anyone interested in developing conflict resolution abilities.
What will I learn in the Crisis and Conflict Management course?
You will learn conflict resolution techniques, root cause analysis, developing service recovery frameworks, and evaluating the effectiveness of resolutions strategies.
What certificates will I receive upon completion of the course?
Upon completion of this course, you will receive a Certificate of Completion by FirstCom Academy and a SkillsFuture WSQ Statement of Attainment (SOA).
What is the duration of the Crisis and Conflict Management course?
It takes 2 days to complete this Crisis and Conflict Management course.
What kind of conflicts does the course cover?
The course covers both internal conflicts within an organisation as well as external conflicts with stakeholders like customers, partners, etc.
Which payment methods are accepted?
We accept payments through debit/credit cards and also via PayNow. Please be aware that when using PayNow, the transaction recipient will be listed as 'Omise Payment SG Pte Ltd'.
Crisis and Conflict Management
Learners already enrolled
The course fee will be automatically subsidized during the online enrollment process.
View Full Pricing
Mode of training:
Classroom / Online
Duration:
2 Days
Course Accreditation:
WSQ
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Course Fees & Subsidies
| SMEs | |
| Course Fees | |
| 70% SkillsFuture (SSG) Subsidy | |
| Nett Fee | |
| Non SMEs | |
| Course Fees | |
| 50% SkillsFuture (SSG) Subsidy | |
| Nett Fee | |
| Additional Support | ||||
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Additional Support via Absentee Payroll |
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Up to 90% Additional Subsidy from SkillsFuture Enterprise Credit (SFEC) |
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- Nett Fee is subject to 9% GST charged based on the full course fees before subsidy.
- Absentee payroll is claimable up to $4.50 per hour, capped at $100,000 per enterprise per calendar year.
- Subjected to individual company’s budget availability for the Enterprise Innovation Scheme. Each company can only either the 400% Tax Deduction option OR the 20% Cash Payout option. For more information, please refer to https://www.iras.gov.sg/schemes/disbursement-schemes/enterprise-innovation-scheme-(eis)
- Subjected to individual company’s budget availability for SFEC. For more information, please refer to https://www.enterprisejobskills.gov.sg/content/upgrade-skills/sfec.html
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 | |
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SkillsFuture Credits eligible for Singapore citizens aged 25 & above |
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PSEA eligible for Singapore citizens aged below 30 |
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- Nett Fee are inclusive of GST charged based on the full course fees.
- Subjected to individual’s eligibility and availability of SkillsFuture Credit.