Managing Conflict eLearning

Managing Conflict eLearning

Managing Conflict eLearning

Conflict in the workplace is destructive and detrimental to all stakeholders. It can leave disengaged employees, unhappy customers and reputational damage. Unfortunately, from time to time, we all find ourselves in a conflict situation. Knowing how to effectively and confidently diffuse such situations is vital to reduce the risk of threatening or abusive behaviour in the workplace.

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.

Who is the Course For?

Ideal for all levels of employee within a business and as part of the induction process for new employees.

Course Syllabus

  • 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 

Awarding Body

N/A – Learners will be able to download a completion certificate on successfully completing the course

Delivery Type


Assessment Methods

Multiple choice questions

Requalification Process

As with all health and safety related courses, it is recommended that staff undergo refresher training on a regular basis, this is normally every 3-years.