Managing Conflict
£20.00 + VAT
Description
In order to reduce the risk of threatening or abusive behaviour in the workplace, it is vital to know how to effectively and confidently diffuse such situations.
This e-learning is designed to equip your organisation with the skills and confidence required to effectively handle conflict situations.
Ideal for all levels of employees within a business and as part of the induction process for new employees. It can also be used 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.
Following completion of the course, you will be sent a downloadable CPD certificate.
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
Following completion of the course, you will be sent a downloadable CPD certificate.
