Managing Conflict in the Travel and Tourism Sector

This unit is expiring
The expiry date of this unit is 31/07/2028.

Overview

Framework:
Access to HE
Level:
Level 3
Unit No:
QU032488
Credits:
3
Guided learning hours:
Not available

Qualification Grading Type

Graded

Grade Descriptors

  • GD1-Understanding the subject
  • GD5-Communication and presentation
  • GD7-Quality

Unit Learning Outcomes

1

Understand legislation and other relevant guidance related to managing conflict.

Assessment Criteria

  • 1.1

    Identify UK legislation, organisational requirements, national guidelines and personal responsibilities that relate to managing conflict.

    Legislation including Health and Safety at Work Act, Human Rights, Equality Act
    National guidelines including Safeguarding issues, duty of care, welfare

  • 1.2

    Explain potential ethical issues that might arise in managing conflict in the workplace.

2

Know how to apply conflict management skills and techniques.

Assessment Criteria

  • 2.1

    Explain how to analyse risk to self and others in a conflict situation.

  • 2.2

    Evaluate conflict management techniques and when to use them.

    For example: Betaris Box, TKI assessment, de-escalation techniques

  • 2.3

    Communicate with people effectively using verbal and non-verbal communication.

    Communication should be used in a way that:

    • shows respect for them, their property and their rights
    • is appropriate to them
    • is free from discrimination and oppressive behaviour
    • uses actions and words that signal non-aggression at the appropriate times
    • remains alert to verbal and non-verbal communication pertaining to danger cues
    • uses language and speech, actions, gestures and body language, space and position appropriately.