Module 3: Communication and Conflict Management

Certificate Module

Copyright: By Natalie Oxford -, CC BY 4.0,

Communication and Conflict Management

The problem with communication is that we are all experts at it – Aren’t we? - because we do it all the time without thinking.  It’s natural to speak out, to assume that everyone understands what we mean, what we intend.  But that’s not always the case.

Communication is critical, even vital in some situations, but particularly in complex and challenging situations.  Especially those in which there are different and competing ideas and opinions about what is happening, what has occurred and why.  At all levels we need to be skilled at communicating clearly, in framing messages correctly taking into account those individuals and groups on the receiving end of our messages.  In fast-moving potentially crisis situations communication is often the first victim as messages get distorted or missed and misinterpreted in the rush and heat of the moment.

This module uses a major case study – the Grenfell Tower Disaster – as the focal point around which exercises, and activities are organised.  It uses interactive exercises, short presentations, discussions and the analyses of situations arising from the central case study.

This module explores

  • The features of effective communication?
  • Different models of communication which explain how it works?
  • How we can develop the ability to communicate clearly and effectively.
  • And how we can shape messages to different audiences?

This module also explores the links between communication, management and leadership – at all levels – both internally to the organisation and externally.

So, what might you get out of this module?

  • A sound understanding of the components and principles of clear and effective communication
  • Framing messages in such a way as to maximise their impact to a range of different groups and stakeholders, whilst remaining accurate and truthful
  • How to manage questions and issues raised – both those anticipated and those which are unexpected and possibly difficult

Assessment Arrangements

Assessment is a two-stage process: first, by means of an individual presentation delivered in class and the second stage requires the participant to assemble a personal toolbox of resources intended to be used in preparation for incidents, accidents and crises.

Listen to overview

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