Managing Conflict

Who should take this course?

This e-learning Short Course in Managing Conflict is ideal for all levels of employee within a business and as part of the induction process for new employees. The course is also ideal for use as part of the on-programme element of the new apprenticeship standards and can support the knowledge, skills and behaviours apprentices need to effectively integrate into the workplace.

What does it cover?

This e-learning course covers the subject area of conflict management. It enables learners to develop their skills and confidence to effectively deal with conflict situations and reduce the likelihood of abusive and threatening behaviour in the workplace. It can be used to effectively support the off-the-job training delivery of several of the new apprenticeship standards, as well as also being able to support the delivery of several regulated qualifications.

Topics covered on this course include:

• 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

What will learners achieve?

The e-learning Conflict Management Short Course is designed to help your learners develop their skills and confidence to effectively deal with conflict situations and reduce the likelihood of abusive and threatening behaviour in the workplace.

Certification/accreditation

Learners will receive a Highfield e-learning completion certificate, which is downloadable upon successfully finishing the course.