Course Description

Conflict Resolution course (QQI Level 5)

Waterford College of Further Education

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

 Conflict Resolution 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.

College Name Waterford College of Further Education
Course Category Business, Conflict Management
Course Type Classroom Based
Course Location Waterford City, Waterford, Ireland
Course Start Date 6th February 2019
Course End Date 1st May 2019
Course Fee €385
Course Times Wednesday Evening 6.30pm -9.30pm.
Awarding Body QQI
For information about Waterford College of Further Education, please visit our college page on by clicking here.

Course Provider

Waterford College of Further Education

051 870136
Admissions Office, Waterford city Ireland, Waterford, Republic of Ireland

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