Conflict Resolution -QQI Level 5

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This module aims to provide the learner with the personal knowledge, skills and capacity to implement suitable strategies for resolving conflict.

Course Content:

Learners will be able to:

  1. Analyse the existence of conflict in everyday personal and work life, to include reasons for conflict arising, signs and cues of conflict escalating and the distinction between conflict and violence.
  2. Summarise different ways of perceiving conflict, to include positive dimensions of conflict and the importance of self-esteem and personal growth in facilitating conflict resolution.
  3. Explore different approaches to conflict resolution, to include – mediation, arbitration, negotiation, avoidance, compromise, litigation, legislation and the consequences of unresolved conflicts for individuals and organisations.
  4. Communicate clearly with others in social and work-related situations where conflict may arise, to include – use of active listening skills, an ability to ask non-accusatory questions, and appropriate use of ‘you’ and ‘I’ statements.
  5. Assess personal actions and reactions in situations where conflict has arisen, to include – making the distinction between an emotional and intellectual reaction and the impact of personal actions and reactions on others and on the turn of events.
  6. Communicate a wide range of emotions appropriately.
  7. Exchange feedback with others, to include – clear articulation of views and intentions, careful listening, analysis of arguments and underlying values, and the ability to summarise complex statements.
  8. Use language to de-escalate conflict, to include – paraphrasing demands and statements, reframing inflammatory and aggressive statements, making observations without interpretation.
  9. Distinguish between requests, demands, positions, interests and points-of-view.
  10. Summarise the key principles of mediation, to include examples of mediation, issues related to trust, and the importance of confidentiality, neutrality and balance.



Course Information

Course Information
  • Cost €385 PLEASE NOTE: Fees for all courses must be paid prior to starting course. Each module must be paid for before that module will commence. All modules must be paid for with cheque, postal order or bank draft. Cash will not be accepted.
  • Course Length 10 Weeks- ENDS: 2nd May 2018
  • Start date 5th February 2018
  • Time Monday & Wednesday Evening 6:30 pm -9:30 pm.


Conflict Resolution -QQI Level 5
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Conflict Resolution -QQI Level 5
  • By Antonia Splini
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