Effective conflict management can improve engagement amongst employees, ensure that customer experience is not tarnished, and create better relationships, both internally and with customers, that result in a more talented, productive workforce.
20 – 40 minutes
Learners will receive an e-learning completion certificate, which is downloadable upon successful finishing the course.
- interactive exercises/gaming
- media-rich content
- interactive 3D scenarios
- content provided by market leading experts
- relevant photography and illustrations
- multi-generational content and style
Highfield e-learning’s 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 is covered
- 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
How will I be assessed
Our e-learning is available to use on multiple platforms such as tablets, PCs and laptops. All you need is an internet connection. Learners simply log on to the Highfield Learner Management System (LMS) and work their way through the course, along with the scenarios that provide them with real-life context.
Learners are assessed at the end of the course by multiple-choice questions.