Crisis And Conflict Management

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

Step 2 (Select Date)

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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

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)

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
SkillsFuture Credits eligible for Singapore citizens aged 25 & above
PSEA eligible for Singapore citizens aged below 30
NTUC UTAP members have up to 50% auto reimbursement on out-of-pocket cost

Additional Support

SkillsFuture Credits eligible for Singapore citizens aged 25 & above

PSEA eligible for Singapore citizens aged below 30

NTUC UTAP members have up to 50% auto 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.

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.

3 Reasons Why We Can Ensure Maximum Skills Transfer Within 24 Hours of Training

Learn from and interact with certified trainers with years of proven training and industry experience

Grace Koh

Grace is an ACTA-certified trainer who brings her strong track record of successfully driving digital transformation into the classroom.

Joshua Judah

Joshua is an ACLP-certified trainer with a varied background in the Service and Digital Marketing Industry. Learners are sure to find his lessons fruitful, fun and interesting.

Gold Poovan

Poovan is a highly experienced, ACTA/ACLP-certified trainer and digital marketing expert with over 20 years of management, customer service, and marketing.

Paul Lim

Paul is a highly experienced Digital Marketing Strategist and Meta Blueprint trainer with a strong passion for adult education.

Qisti Razan Putra

Qisti Razan Putra is a highly passionate and accomplished educator with a wealth of experience in both the Education industry and Info-Comm Technology.

Shawn Yeo

Shawn is a well-versed Social Media Strategist with over 7 years of experience assisting his clients with social media marketing, brand outreach and influencer engagement.

Daryl Kang

With 8+ years in design and 5 years in digital marketing, Daryl combines digital marketing strategy and design aesthetics seamlessly.

Ronald Chua

Eugene Chow

Eugene possesses extensive expertise in cybersecurity, cloud platform development, digital marketing, and tech leadership with over a decade of experience.

Localised syllabus and case studies co-curated with proven subject matter experts

FirstCom Academy partners up with many proven industry experts to develop short and effective courses built upon the Singapore’s landscape, allowing learners to learn based on familiar local context.

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Conveniently located just a short sheltered walk away from Paya Lebar MRT Station, accessing the LLI Training Center is effortless for commuters. For those driving, the institute is easily reachable via PIE and ECP, with ample parking available.

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Strategically located at Woods Square, our Woodlands Training Center is minutes’ walk away from Woodlands, Woodlands North and Woodlands South MRT stations, as well as Woodlands bus interchange.

It is also easily accessible by the SLE, BKE and upcoming NSE. Food choices are plenty at Wood Square too!

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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