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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
Course Schedule
Step 1 (Select Training Center)
Step 2 (Select Date)
- Select the time slot to enroll the course
- Available
- Selling Fast
- Full Enrollment
Course Fees & Subsidies
SMEs | |
Course Fees | $800.00 |
SkillsFuture Subsidy: Up to 70% of course fee | -$560.00 |
Nett Fee | $240.00 |
Non SMEs | |
Course Fees | $800.00 |
SkillsFuture Subsidy: Up to 50% of course fee | -$400.00 |
Nett Fee | $400.00 |
Additional Support | ||||
Additional Support via Absentee Payroll |
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Up to 90% Additional Subsidy from SkillsFuture Enterprise Credit (SFEC) |
- Nett Fee is subject to 8% 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
- 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) | $800.00 |
8% GST | $64.00 |
SkillsFuture Subsidy: Up to 70% of course fee | -$560.00 |
Nett Fee | $304.00 |
Singapore Citizens(21-39 years old) & PR | |
Course Fees (Before GST) | $800.00 |
8% GST | $64.00 |
SkillsFuture Subsidy: Up to 50% of course fee | -$400.00 |
Nett Fee | $464.00 |
Additional Support | |
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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NTUC UTAP members have up to 50% auto reimbursement on out-of-pocket cost |
- Subjected to individual’s eligibility and availability of SkillsFuture Credit.
- Nett Fee are inclusive of GST charged based on the full course fees.
Certification
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
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.
Unleash Your Potential with In-Person Training at Our Centers of Excellence
Elevate your skills through interactive learning experiences
Paya Lebar Training Center
Our training center at Lifelong Learning Insitute (LLI) makes use of the building’s state-of-the-art facilities and modern amenities to create a conducive environment for learning. As you step into our thematic classrooms centered around aspirational travel locations, you’ll be inspired to grow and empowered to succeed.
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.
Woodlands Training Center
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!
Kallang Way HQ
Situated at Performance Building, our Kallang Way Training Center is easily accessible via a 7-minute walk from Geylang Bahru MRT or by taking a 3-stop bus ride on Bus 125 from Aljunied MRT.
Drivers can also reach Performance Building via PIE or KPE, with a plenty of convenient parking locations nearby.