Managing Conflict

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Managing Conflict

The quality of our lives depends not on whether we have conflicts but on how we respond to them. With the help of this course, enable your staff to better manage conflict situations.

Endorsed by Highfield

AIMED AT

SKILLS YOU WILL GAIN

About this Course

This course provides the most effective scenario-based techniques and strategies for handling and resolving workplace conflict across a wide range of sectors. You will learn the different types of conflict, how to handle them and prevent the situation from escalating. By the end of this course, you will be able to carry out conflict risk assessments, handle confrontations, and develop coping strategies. It also provides awareness of the potential damage conflicts can cause.

Conflict can occur in any workplace. When handled poorly, it can cause frustration and harm interpersonal relations. Knowing how to diffuse conflict situations reduces the risk of abusive behaviour in the workplace and helps create a more productive workforce.

This course is suitable for all industry sectors and is ideal for all levels of employees within a business. It is particularly beneficial for those working in a customer-facing role. It can be used as part of the induction process for new employees to effectively integrate them into the workplace.

Did you know: Conflict often acts as a catalyst for needed change and can provide an impetus for creative initiatives and solutions.

  • Learn how to effectively deal with conflict situations, reducing the risk of damage to internal and external relationships and reputation

  • Suitable for all employees & managers

  • Perfect as part of an employee induction plan

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After successfully completing the course you will receive an e-certificate that you can download onto your device.

Areas Covered

  • Workplace Conflict

    Learn what is meant by workplace conflict and what can be the downside of not dealing with it in a timely manner.

  • Responses to Conflict

    Learn the three ways in which people may respond when faced with conflict.

  • Cultural Differences

    Recognize your own cultural norms and understand the viewpoints of others to avoid misunderstandings which could lead to conflict.

  • Different Ego Types

    Recognize the three ego types defined by Eric Berne in his theory of transactional analysis to respond appropriately when defusing conflict situations.

  • Breakdowns in Communication

    Learn some common communication barriers.

  • The Behavioural Cycle

    Learn how your attitude affects your behaviour as well as the attitude and behaviour of those around you.

  • The PEACE Model

    Learn how to use the five step PEACE model to resolve conflict.

  • Conflict with Customers

    Recognize potential causes of frustration and conflict and learn how to overcome them through maintaining a positive attitude and approach to customers.

  • Your Behaviour with Customers

    Learn how to behave with customers in order to prevent any potential complaints and conflicts.

  • The HEAT Technique

    Learn how to use the acronym HEAT to handle difficult situations involving customers.

  • Patterns of Behaviour

    Learn how to read patterns of behaviour to recognise how a person’s mood may change during a conflict situation so you can react appropriately before a situation becomes dangerous.

  • Distance Zones

    Learn the difference between the intimate zone, the personal zone and the social zone and learn how to use this knowledge to judge a person’s intentions towards you.

  • Impact Factors

    Learn how to take into account impact factors to successfully deal with a conflict situation.

  • Physical Conflict: The BAP Strategy

    Learn how to use the BAP strategy to avoid a situation escalating into a physical confrontation.

Managing Conflict Training
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FAQ's

Once you have accessed your course for the first time, you have 1 year to complete it.

Our e-learning is available to use on tablets, PCs, and laptops. All you need is a stable internet connection.

A learning management system or LMS is a software application for the administration, tracking, reporting, automation, and delivery of learning content. It is the system that learners will log into, to access their courses, and administrators will use to manage their learners.

The Tutorak LMS has been created with the needs of a business in mind; it reduces the time and effort required to administer training and features detailed reports on training progress. We have worked in partnership with many businesses and organisations and have gained a unique understanding of the challenges they face while delivering training to a workforce. This has allowed us to create a flexible system which can be modified according to the needs of your company.

When you purchase a course, you receive two emails, a payment receipt and login credentials to access the LMS. You can click on the link provided in the email to go to the login page and enter the provided details to log in to your account.

For the purchase of a single course license, you will be given details to access a learner account, where you can take your course directly. Any purchases above a single course license will automatically generate details for an administrator account for you to manage the learners that will be taking the course.