About This Course

Conflict in the workplace can create a negative culture. It can leave employees feeling upset, customers unhappy and it cn be bad for reputation. This short course upskills employees, giving them the confidence in dealing conflict effectively. Learners on the course will understand what workplace conflict is, suitable responses to conflict, cultural differences and different ego types. It will equip learner’s with the knowledge around breakdowns in communication, the behavioural cycle and patterns of behaviour. The course also covers the various models and techniques that can be utilised to effectively manage conflict, and provides learners with an awareness of the potential damage conflict can cause.

Curriculum

• What is Conflict

• Responses to conflict

• Cultural differences

• Breakdown in communication

• The PEACE model

• The HEAT technique

• Dealing with conflict