Highfield Managing Conflict

What is Managing Conflict?

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 Managing Conflict Course Suitable For?

This online Highfield Managing Conflict course is suitable for all levels of employee within a business and as part of the induction process for new employees. The course is also ideal for use as part of the on-programme element of the new apprenticeship standards and can support the knowledge, skills and behaviours apprentices need to effectively integrate into the workplace.

What's Included in Highfield's Managing Conflict Course?

The Highfield Managing Conflict course 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
• 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.

Key Elements

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

How It Works

Our e-learning is available to use on multiple platforms such as tablets, PCs and laptops. All you need is an internet connection. Learners simply log on to the Highfield Learner Management System (LMS) and work their way through the course, along with the scenarios that provide them with real-life context. Learners are assessed at the end of the course by multiple-choice questions.

Certification

Learners will receive a Highfield e-learning completion certificate, which is downloadable upon successfully finishing the course.

Why Choose Highfield E-learning?

We make the most complex of subjects easier to digest through media and content-rich exercises that motivate and engage learners. All of our e-learning uses interactive exercises and gaming combined with media-rich content, interactive scenarios, and relevant photography and illustrations. Content is provided by industry-leading experts. What that means for your learners is stimulating and engaging content they’ll respond to and, most importantly, remember.

Pre-requisites

No prior knowledge needed.

For short courses a completion certificate is available at the end of the course. You can screenshot this or print it out to confirm completion of the training.

For accredited courses a certificate will be sent directly to you from the appropriate awarding body.

All you need to complete our e-learning courses is a computer, tablet or smartphone and an internet connection.

For more information visit the Highfield System Requirements page.

E-learning is flexible, efficient, and cost-effective, meaning you can progress through the modules at your own pace, at your own time to fit the training in around your work and personal life.

Short online courses also help employers to demonstrate that they have fulfilled their legal duties to ensure their personnel have been adequately trained.

Once the courses have been completed, a confirmation of results can be saved or printed as evidence. This can then be kept on record as evidence of suitable training.

You will instantly receive a confirmation email with your order details and your course login details will follow within one business working day.

Please note that course bookings can not be processed over weekends or bank holidays and will be processed the next business working day.

Step 1

Click the 'Buy' or 'Add to cart' button and you will be taken to our payment/booking page where you can choose to pay online now using a debit/credit card or you can pay later by invoice.

Step 2

Once you have paid for your course(s), you will receive an email from our team advising how to begin your training.

Step 3

You will be provided with a username and password which will enable you to access the e-learning portal. Login to start your course, once you have completed and passed the course, you will be able to download and print your certificate straight away.

Highfield Qualifications is a global leader in compliance and work-based learning and apprenticeship qualifications and one of the UK’s most recognisable awarding organisations. As such we’re regulated by Ofqual, Qualifications Wales, SQA Accreditation, the Council for the Curriculum, Examinations and Assessment (CCEA), and the Security Industry Authority (SIA). In addition to this, we’re also a government-regulated end-point assessment organisation (EPAO).

As an awarding organisation we've developed 300+ qualifications designed to enhance the career prospects of learners. These qualifications are now delivered by over 39,000 trainers and training providers spread across over 100 countries. They cover multiple sectors such as retail, health and social care, finance, customer service, rail and engineering, hospitality, logistics, aviation and many more.