Executive Certificate in Crisis Management in the Workplace

Overview
Conflict is an unavoidable human phenomenon, arising wherever people interact due to differing personal preferences, ideas, and perspectives. In today’s volatile work environment, crises—whether interpersonal conflicts, organizational disruptions, or high-stakes negotiations—demand swift, strategic responses. This course aims to unlock proven techniques for effective crisis negotiation and conflict resolution, blending psychological insights with real-world tactical frameworks. Participants will learn the Behavioral Change Stairway Model (BCSM), developed by the FBI, alongside active listening and communication strategies. By the end of the session, attendees will gain actionable tools to de-escalate tensions, build consensus, and drive sustainable solutions in high-pressure scenarios.

OBJECTIVES
1. To introduce theories and fundamental principles of crisis management and negotiation
2. To identify personal styles and strengths in communication
3. To foster intrinsic motivation and resilience to navigate and resolve conflicts
4. To cultivate a holistic approach to wellness, integrating physical, mental, social and spiritual aspects
5. To understand and apply the active listening and communication skills in conflictual situations
6. To provide strategies to manage work-related stress, burnout, and other challenges impacting well-being
7. To offer practical tools in managing challenging people, complex negotiations and conflicts

OUTCOMES
On successful completion of the course, participants will be able to:
1. Understand the basic knowledge, attitude and skills in communication
2. Acknowledge the importance of developing holistic wellness in preparing for daily challenges and crisis
3. Identify and critique their own basic communication style, identifying areas of strength and areas for development
4. Identify and demonstrate non-verbal behaviours and skills Indicating attentiveness in relationships.
5. Identify the occurrence of conflict, de-escalate the situation, and facilitate a collaborative and mutually beneficial resolution
6. Demonstrate appropriate use of listening and communication skills in managing conflicts
7. Apply active listening skills in crisis situations in the workplace

DESIGNED FOR
This course is ideal for anyone who encounters conflicts or crises in their professional or personal lives, including:

• Employees & Team Members: Learn to navigate workplace disputes, difficult conversations with colleagues, or challenging client interactions.
• Frontline Workers & Customer Service Professionals: Handle high-pressure situations with agitated customers or stakeholders.
• Managers & Leaders: De-escalate team conflicts, mediate disputes, and foster a collaborative work environment.
• HR & Compliance Officers: Develop skills to manage grievances, workplace tensions, and crisis interventions.
• Entrepreneurs & Small Business Owners: Resolve conflicts with partners, vendors, or clients effectively.
• Community Workers & Volunteers: Manage conflicts in social services, education, or nonprofit settings.
• Individuals Seeking Personal Growth: Improve communication in personal relationships, family dynamics, or everyday disagreements.

LANGUAGE MEDIUM
Cantonese (supplemented with English) Course manuals will be in English

DATES AND TIME
*Monday and Thursday
*13, 16, 23, *27, 30 October 2025 7:00 pm - 10:00 pm

CONTENTS

1: What is Crisis Management?

• Common features of crisis
• Theories of Crisis Management
• Emergency planning, communication and decision-making

2: What is Crisis Negotiation?

• Introduction to Crisis Negotiation
• Understanding the Crisis Negotiation Process
• Strategies and Techniques for Effective Crisis Negotiation

3: Understanding yourself and Holistic Wellness

• Exploring your own communication style, strength and limitations
• Holistic wellness
• Stress management

4: The Art of Listening and Communication

• Active listening and empathetic communication
• Identifying and addressing emotions
• Rapport building and trust establishment
• Behavioral Change Staircase Model

5: Managing Challenging People

• Common types of challenging behaviours
• Developing self-awareness and emotional intelligence
• Effective communication techniques
• Identifying common ground and shared goals
• Setting boundaries and maintaining professionalism

6: Case Study