Course overview
Designed for people who serve in the hospitality industry, this course has participants apply their skills in role-play exercises built around the conflicts that can arise in tourism. Participants also sharpen their communication and listening skills and learn to improve team dynamics.
How it’s taught
Every participant receives a detailed manual that encourages them to reflect on their own approach throughout the course.
- 01
Demonstration of conflict resolution skills
Our coaches demonstrate foundational mediation and negotiation skills, and participants are free to join in and ask questions.
- 02
Video demonstration
Facilitators show recorded videos of live mediations. These help participants apply mediation and negotiation skills, and to understand and critique the approaches used in reaching a settlement.
Curriculum
The programme
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 the course, participants will be able to:
- Identify the 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 at work
- Apply mediation skills to team and workplace conflict
Who should attend
- Customer service representatives
- Managers and executives in tourism
- Union representatives
- Service providers
Register for a course
Fill in your details and we’ll be in touch to confirm your place. Registering colleagues too? Add their names below.
- Caribbean Centre for Conflict Management Inc.Level 1, One Welches, Welches, St. Thomas, Barbados BB22025
- Telephone(246) 836-6984 or (246) 836-6986
- Emailcccminc@gmail.com