Waterford College of Further Education

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Home Evening Courses Psychology and Psychotherapy Conflict Resolution QQI Level 5

Conflict Resolution QQI Level 5

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.

Duration:                             6th February 2019 – 1st May 2019


Sessions:                             Wednesday Evening 6.30pm -9.30pm.


Cost:                                      €385


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