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Course Information PDF
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| Course Category:
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Hospitality
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| Course Title:
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City & Guilds “International Introductory Award in Conflict Handling” (English)
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| Medium of Instruction:
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English
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| Course Fee:
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Macao Resident:
Non-Macao Resident:
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| Certificate:
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Students who have obtained an overall passing grade of the course and met the attendance requirement will be issued a course certificate by UTM and a certificate by City & Guilds. The passing grade for the course is based on the grading system set by City & Guilds.
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| Course Code | Sub Code | Course Start Date | Course End Date | Class Schedule |
| HO017 | 2301 | 2023/04/18 | 2023/04/27 | View |
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| Objective:
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This course is designed to provide students with the key conflict handling knowledge and techniques, enabling them to use different approaches to handle conflict in different situations.
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| Outline:
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• Nature and scope of conflict
• Sources of conflict
• Differences between internal and external conflict
• Costs and implications of conflict to the organisation
• Recognising the importance of good customer service to avoid conflict
• Understanding the importance of selling message meeting customer expectation
• Communication methods for preventing conflict situations
• Ensuring health and safety requirements are met
• Verbal/face to face communications in conflict situations
• Listening skills in conflict situations
• Uses of written word to handle and resolve conflict
• Non-verbal communication in conflict situations
• Effective ways of handling conflict
• Different models for overcoming conflict
• How to overcome obstacles within conflict
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| Teacher:
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Please refer to the schedule
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