Managing Conflict

This e-learning module covers the following 14 topics:

  • What is workplace conflict?
  • Responses to conflict
  • Cultural differences
  • Ego types
  • Breakdowns in communication
  • The behavioural cycle
  • The PEACE model of Conflict Management
  • Conflict with customers
  • The HEAT technique
  • Patterns of behaviour
  • Distance zones
  • Physical conflict
  • Warning and danger signs
  • Impact factors
  • The BAP strategy

As part of this course, learners will be required to complete a series of multiple-choice questions.

On the completion of this module, learners will receive a personalised, leading Awarding Body commended certificate, which they will be able to print out.

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