Nobody likes conflict, but from time to time it happens. Equip your staff with the skills and confidence to effectively manage conflict situations.
Conflict in the workplace is destructive and detrimental, it can leave disengaged employees, unhappy customers and reputational damage.
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.
Description
The Highfield e-learning Short Course in Managing Conflict is designed to equip your organisation with the skills and confidence to effectively handle conflict situations.
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.
Course Content
- What is workplace conflict?
- Responses to conflict
- Cultural differences
- Different ego types
- Breakdowns in communication
Contents cont
- The behavioural cycle
- The PEACE model
- Conflict with customers
- The HEAT technique
- Patterns of behaviour
Contents cont
- Distance zones
- Physical conflict warning and danger zones
- Impact factors
- The BAP strategy
