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Conflict Management in Tourism

Course Content

Build consensus, maintain the best interests of the organisation and utilise knowledge of conflict management techniques to diffuse tensions and achieve resolutions effectively

  • Identify and resolve conflicts and minimise impact on other colleagues and customers

  • Review the effectiveness of the conflict resolution strategies

  • Take action to prevent the recurrence of conflicts

  • Deal with conflicts sensitively, courteously and discreetly through use of conflict resolution techniques

  • Take responsibility for conflict outcomes

  • Recognise early indicators of conflicts

  • Discuss and resolve conflicts between team members, snalyse and decide on the best resolutions for conflict initiative and enterprise skills to consider and suggest changes to workplace practices to avoid future conflicts

  • Coach team members to resolve conflicts and assess conflict situations to enable selection of the most appropriate resolution approach


Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, role-plays and individual assessments. The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.

Learning Outcome

  1. Identify the common types, causes and indicators of workplace conflicts in the retail industry.

  2. Identify retail manager’s roles and the responsibility to minimise the negative impacts in managing and resolving staff conflicts.

  3. Coach team members to select the most appropriate conflict resolution approach as per organisational policies and legal practices in conflict management

  4. Discuss with team members strategies and techniques use in communicating and negotiating with team members to resolve workplace conflicts

  5. Analyse and review effectiveness of the conflict resolution strategies to select the best solution to prevent recurrence of conflicts

Suitable for

  • Retail Marketing Manager, Brand Manager, Store Manager / Assistant Manager, Supervisor, Team Lead in the marketing activities of retail store.

  • PMEs who have the relevant work experience from other service industries or sectors wanting to enhance their knowledge and skills, wanting to expand their job portfolio or are seeking national certification/qualification in the Retail industry specialising in Marketing.

  • PMEs and career switchers with supervisory or managerial experience, or individuals in other related industries or wanting to join the retail industry specialising in Marketing

  • Applicants must be proficient with digital devices and apps to attend the e-learning session and complete all online assessments independently. 

Course Fee

Funding Source
Course Fees
SkillsFuture Funding
Total Nett Fee
GST (8%)
Total Fee Payable to SCCIOB
SME-sponsored Local Employees (i.e Singapore Citizen & Permanent Residents)
SkillsFuture Enhanced Training Support for SMEs
Employer-sponsored and Self-sponsored Singapore Citizens aged 40 years and above
SkillsFuture Mid-Career Enhanced Subsidy
Singapore Citizens & Permanent Residents
SkillsFuture Funding (Baseline)


In-Classroom Training
Synchronous e-learning
TGS Code
Course Support Period
10 Dec 2021 to 9 Dec 2023
07 Jun 2021 to 06 Jun 2025


On the Phone

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During the development of the profession, we will help you find an internship to consolidate the acquired skills and gain practical experience.

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