This course is also
included as part of the
Customer Service - Level 1 Award
Course Overview
This qualification aims to develop an awareness of the key
knowledge and techniques which enable learners to consider the
different approaches to conflict handing within their own and other
organizations.
Learning Outcomes
• Understand the meaning of conflict, what causes it and how it
builds.
• Identify the links between internal and external customer
conflict.
• Appreciate the cost implications of conflict to the organization.
• Examine the alternative approaches to resolving conflict.
• Recognize how to communicate effectively in conflict situations.
• Consider how to avoid conflict through verbal and non-verbal
communications.
• Understand how to avoid conflict across a wide range of industry
sectors.
International
Curriculum
City & Guilds Delegate
Workbook
Qualification Exam
All learners who
successfully complete the assessment exam will be awarded the City &
Guilds International Introductory Award in Conflict Handling.
About City & Guilds
Established 125 years
ago, City & Guilds is the leading vocational awarding body in the
UK, awarding almost 50% of all National Vocational Qualifications,
and awards over 1,000,000 certificates every year. As the only major
awarding body solely dedicated to vocational learning, City & Guilds
offers companies worldwide a recognized skills benchmark.
Course Outline
Section 1 : Understand the Theories of Conflict
1.1 Define conflict and understand the difference between conflict,
indecision, disagreement and stress.
1.2 Consider the different ways in which conflict shows itself with
internal customers ie breakdown of relationships, poor
decision-making, poor performance, poor quality of working life.
1.3 Recognize the different ways in which conflict shows itself with
external customers ie increased number of complaints, loss of
business, loss of income, behavioral issues.
1.4 Examine the effects of conflict – costs, legal implications,
lost time, poor morale, low motivation, recruitment, health and
safety.
At the end of this section candidates should be able to:
• Understand the nature and scope of conflict.
• Gain an insight into the sources of conflict.
• Describe the differences between internal and external conflict.
• Identify the costs and implications of conflict to the
organization.
Section 2 : How to Prevent Conflict
2.1 Use verbal and non-verbal communications and language to create
a positive customer relationship. Don’t walk away. Don’t play games.
Don’t exploit others.
2.2 Ensure the selling message meets expectations – ie does the
selling message realistically reflect the products or services on
sale – appreciating the customer’s focus.
2.3 Examine the importance of good customer service – ie treating
the customer well, understand their needs, deliver on their
expectations, add-value, create a sense of ‘customer delight’.
2.4 Understand health and safety requirements to avoid conflict – ie
creating a safe customer and working environment (local and national
legislation).
At the end of this section candidates should be able to:
• Appreciate the importance of good customer service to avoid
conflict.
• Understand the importance of the selling message meeting customer
expectations.
• Identify various communication methods appropriate to preventing
conflict situations.
• Understand the importance of creating the appropriate physical
environment for customers.
• Ensure health and safety requirements are met in order to avoid
external conflict.
Section 3 : Effective Communication skills for Conflict
Situations
3.1 See how to use a variety of conflict handing skills –
self-confidence, patience, persistence, flexibility, empathy, humor,
assertiveness and conciliatory behavior.
3.2 Demonstrate how to show that you are listening effectively in
conflict situations, including nodding, making notes, verbal and
non-verbal gestures.
3.3 Describe how to use questioning to understand the basis of
conflict – open questions, closed questions, hard and soft
questions.
3.4 Understand how to use non-verbal behavior effectively in
conflict situations and what you should avoid doing.
3.5 Describe the importance of record keeping and informing your
manager of conflict situations.
At the end of this section candidates should be able to:
• Understand the importance of using conflict handling skills to
handle or prevent conflict.
• Describe how to use verbal/face-to-face communications in conflict
situations.
• Explain how to use listening skills in conflict situations.
• Appreciate how to use the written word to handle and resolve
conflict.
• Describe the use of non-verbal communications in conflict
situations.
Section 4 : Resolution of Conflict
4.1 Consider alternative approaches to resolving conflict –
accommodation and compromise, mediation and conciliation.
4.2 Overcome obstacles that cause conflict – culture, limited time,
denial, competitiveness.
4.3 Recognize the possible outcomes of conflict – win / lose,
lose / lose and win / win.
4.4 Demonstrate how to use methods of resolving conflict –
conciliation and mediation.
At the end of this section candidates should be able to:
• Identify possible approaches to dealing with conflict.
• Describe ways of handling conflict effectively.
• Describe different models for overcoming conflict.
• Understand how to overcome obstacles within conflict.