Develop your understanding of how workplace conflict begins and how responses can influence it. This course explores behaviour, communication and individual differences, alongside approaches to difficult customer situations. It supports calmer, more considered responses while keeping personal safety in mind.
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Managing Conflict
Develop your understanding of how workplace conflict begins and how responses can influence it.
Course highlights
- Recognising workplace conflict
- Differences in perspective
- Communication and behaviour cycles
- The PEACE approach
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Course overview, learning outcomes and assessment
Course overview
What you will learn
01
Recognising workplace conflict
Understand how conflict can arise at work and consider different ways people may respond to a difficult situation.
02
Differences in perspective
Consider cultural differences and the ego states introduced in the course as factors in how people interact.
03
Communication and behaviour cycles
Explore how communication breakdowns and patterns of behaviour can contribute to conflict or make it harder to resolve.
04
The PEACE approach
Learn about the PEACE approach introduced in the course and how it can help structure the handling of conflict.
05
Conflict involving customers
Consider approaches to difficult situations involving customers and the importance of an appropriate response.
06
The HEAT method
Explore the HEAT method and how it is used in the course to consider difficult interactions.
07
Behaviour and personal distance
Recognise behaviour patterns and personal-distance zones that can influence how an interaction develops.
08
Warning and danger signs
Develop awareness of signs that a situation may be moving towards physical conflict.
09
Factors in a confrontation
Consider factors that can affect a confrontation and why these need attention when assessing a situation.
10
The BAP approach
Explore the BAP approach introduced in the course as part of managing a difficult situation.
Who is this course for?
Employees, customer-facing staff, supervisors and team leaders.
Course outcome
After successfully completing the required learning and assessment, the learner will receive the course outcome shown below.
- Certificate
- Downloadable Highfield completion certificate after successfully completing the course.
- Assessment
- Online assessment using multiple-choice questions.
- Course recognition
- Accredited by Highfield Qualifications.
Training several people?
Arrange this course for your team.
Tell us how many learners you need to train and when you would like access to begin. We will provide a clear quotation and learner-detail spreadsheet.
- One quotation and invoice
- Each learner receives individual access
- Immediate or scheduled start date