Managing Conflict

This e-learning course covers the subject area of conflict management. It enables learners to develop their skills and confidence to effectively deal with conflict situations and reduce the likelihood of abusive and threatening behaviour in the workplace. It can be used to effectively support the off-the-job training delivery of several of the new apprenticeship standards, as well as also being able to support the delivery of several regulated qualifications.

Topics covered on this course include:

  • 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

The apprenticeship standards that this course supports the delivery of include:

  • Level 2 Adult Care Worker
  • Level 2 Commis Chef
  • Level 2 Customer Service Practitioner
  • Level 2 Healthcare Support Worker
  • Level 2 Hospitality Team Member
  • Level 2 Retailer
  • Level 2 Supply Chain Operator
  • Level 2 Supply Chain Warehouse Operative
  • Level 3 Hospitality Supervisor
  • Level 3 Lead Adult Care Worker
  • Level 3 Retail Team Leader
  • Level 3 Senior Healthcare Support Worker
  • Level 3 Team Leader/Supervisor
  • Level 4 Retail Manager
  • Level 5 Healthcare Assistant Practitioner
  • Level 5 Operations/ Departmental Manager

This course also supports the delivery of the following qualifications that have been developed by Highfield Qualifications in line with the new standards:

  • Highfield Level 2 Certificate for Supply Chain Operators (RQF)
  • Highfield Level 2 Certificate for Warehouse Operatives (RQF)
  • Highfield Level 2 Diploma for Customer Service Practitioners (RQF)
  • Highfield Level 2 Diploma for Hospitality Team Members (RQF)
  • Highfield Level 2 Diploma for Retailers (RQF)
  • Highfield Level 2 Diploma in Working as a Commis Chef (RQF)
  • Highfield Level 3 Diploma in Management (RQF)
  • Highfield Level 5 Diploma in Leadership and Management (RQF)

Why choose a Highfield course?

Highfield e-learning makes the most complex of subjects easier to digest through media and content-rich exercises that motivate and engage. What makes us different is that our e-learning uses:

  • interactive exercises/gaming
  • media-rich content
  • interactive 3D scenarios
  • content provided by market-leading experts
  • relevant photography and illustrations
  • multi-generational content and style
  • and much more

Free interactive demonstration

We’re happy to let our course speak for itself by giving you access to a free interactive demonstration right now through our Learning Management System, which will give you the option of ‘learner’ or ‘manager’ to select from – please select ‘learner’. Simply enter the word ‘demo’ in both the username and password fields to access a demonstration of this course and any others you may be interested in.

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Purchasing licences

QTY1+
Price£5

Course licences can be purchased online or over the phone by calling us on 0845 226 0350 / 01302 363277.

To ensure that course licences are sent to the right account, you will need to sign in to your Highfield e-learning account to purchase online.

If you already have an account then please sign in below, if you do not then click on Create new account to set up a new one.

Qualifications and Products

Our courses are endorsed by:

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Further products are available from:

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Contact

Academy House,
Sidings Court,
Lakeside,
Doncaster,
DN4 5NL

Tel: 0845 226 0350
info@highfieldelearning.com

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