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.

Duration

20 – 40 minutes

Qualifications

Learners will receive an e-learning completion certificate, which is downloadable upon successful finishing the course.

Key Elements

  • interactive exercises/gaming
  • media-rich content
  • interactive 3D scenarios
  • content provided by market leading experts
  • relevant photography and illustrations
  • multi-generational content and style

Suitability

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.

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