The e-learning short course in Managing Conflict is designed to

equip your organisation with the skills and confidence to

handle conflict situations effectively.

 

Delegates on the course will understand what workplace conflict

is, suitable responses to conflict, cultural differences and

different ego types. It will equip them with knowledge

around breakdowns in communication, the behavioural cycle

and patterns of behaviour. The course also covers the various

models and techniques that can be utilised to

manage conflict effectively, and provides learners with an awareness of the potential damage conflict can cause.

• What is workplace conflict?

• Responses to conflict

• Cultural differences

• Different ego types

• Breakdowns in communication

• The behavioural cycle

• The PEACE model

• Conflict with customers

• The HEAT technique

• Patterns of behaviour

• Distance zones

• Physical conflict warning and danger zones

• Impact factors

• The BAP strategy