Course Overview
This course has been designed for persons who serve in the hospitality industry. It offers participants the ability to apply their skills in role-playing exercises that are tailor-made to potential conflict scenarios in the tourism industry. In addition, participants will learn to enhance their communication and listening skills, in addition to improve team dynamics.
Methodology
Participants are given a detailed manual which encourages participants to be self-reflective throughout the course.
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01.
Demonstration of Conflict Resolution Skills
The coaches working with participants demonstrate foundational mediation and negotiation skills which allow participants to interact and ask questions.
02.
Video Demonstration
Another tool used by the facilitators is the use of recorded video presentations showing live mediations. These assists participants in applying mediation and negotiation skills. The videos also engage them in understanding and critiquing various approaches used in reaching a settlement.
Curriculum
Programme Outline
Conflict Analysis
Effective Communication Skills
Handling Difficult Emotions in the Workplace
A Principled Approach to Negotiation
Creative Problem Solving in Teams
Improving Team Dynamics for Customer Service
Introduction to Mediation Skills Training
Programme Outcomes
By the end of this session participants will be able to…
• Identify different causes of conflict in the workplace and among team members
Explain personal conflict styles
Demonstrate listening and communication skills
Apply skills for creative problem solving in teams
Improve team dynamics in the work environment
Apply mediation skills to team and workplace conflict
Who should attend
Customer services representatives
Managers and Executives in Tourism
Union representatives
Service Providers
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Need more info?
Location:
Level 1, One Welches
Welches, St. Thomas
BARBADOS BB22025
Telephone:
(246) 836-6984 or
(246) 836-6986
Email: cccminc@gmail.com
