Conflict management and mediation in reception (Level A)

DESCRIPTION

The aim of this module is to provide the necessary knowledge to recognise the signs of tension and the skills to de-escalate and resolve conflict situations and use preventive measures in the context of reception.

This module focuses on the conflicts which occur in a reception centre between residents themselves and between residents and reception officers.

LEARNING OUTCOMES

At the end of this module, the learner will be able to:

1. Identify strategies to prevent reception related conflicts

2. Recognise emerging conflicts based on signs of tension and identify actions to prevent tension from escalating

3. Provide techniques to resolve reception related conflicts

DELIVERY METHOD

The module is delivered through a blended learning methodology (online, face-to-face and independent learning). 

ASSESSMENT STRATEGY

The assessment strategy is based on one assessment at the end of the module where the learner needs to answer open ended questions related to the learning outcomes.