At the end of this session, learners should be able to address questions, understand what drives the behaviours of others in a conflict situation and assess own behaviour to minimise conflict occurrences.

What You’ll Learn

LO1: Determine the signs, stages, and causes of conflicts involving individuals or groups of people LO 2: Describe the conflicts, differences, and contention arising from social and cultural differences and within the legal and ethical considerations LO 3: Define the team and individual roles and accountabilities for resolving conflicting issues. LO 4: Implement organizational policies and procedures to address potential and current areas of conflict among team members LO5: Manage individual viewpoints in conflict resolution within the team LO6: Manage and resolve key issues within a conflict situation

Relevant Job Role(s)

Retail Managers, Supervisors, Colleagues and staffs

Minimum Entry Requirement

• Be able to listen and speak English at a proficiency level equivalent to the Employability Skills Workforce Skills Qualifications (ES WSQ) & Workplace Literacy (WPL) Level 3
• The entry requirement will be ‘N’ level/’O’ level qualification and above and be able to read and write English at a proficiency level equivalent to the ES WSQ WPL level 3/’N’ level.
• Be able to manipulate numbers at a proficiency level equivalent to ES WSQ Workplace Numeracy (WPN) level 3/’N’ level
• Target age group are adults 21 years and above
• Be able to manipulate numbers at a proficiency level equivalent to ES WSQ Workplace Numeracy (WPN) level 3/’N’ level
• At least 2 years of experience in the retail domain as a manger/ supervisor