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Managing Conflict
Course Overview
In order to reduce the risk of threatening or abusive behaviour in the workplace, it is vital to know how to effectively and confidently diffuse such situations. This e-learning is designed to equip your organisation with the skills and confidence required to effectively handle conflict situations.
Course Content
• 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
Course Duration
20-40 minutes
Acreditations
1/1
£
Course Cost
10
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