E-learning - Managing Conflict

Hours: 1.00
Cost (£): 25.00

Course Overview

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.

Course Content

• 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
Learners will receive a Highfield e-learning completion
certificate, which they can download upon successfully
finishing the course.


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