Course 06

Conflict Resolution Skills for the Tourism Industry
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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.


Participants are given a detailed manual which encourages participants to be self-reflective throughout the course.

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(246) 836-6984

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Demonstration of Conflict Resolution Skills

The coaches working with participants demonstrate foundational mediation and negotiation skills which allow participants to interact and ask questions.


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.




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?

Caribbean Centre for Conflict Management Inc.
Level 1, One Welches
Welches, St. Thomas

(246) 836-6984 or
(246) 836-6986