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.