The Solution to Workplace Conflict in One Module
Dealing with conflict is a daily occurrence and having the skills to deal with it professionally will assist you in both your career and your personal life. People management skills such as empathy, understanding motivations and handling various personalities will help you when dealing with conflict.
Components in this Module
1 - What is Conflict?
- What is Conflict?
- What Causes Conflict?
- Conflict in the Workplace
- Conflict With a Colleague
- Conflict Between Colleagues Video
- Conflict Between Work Teams
- Conflict Between Work Teams Video
- Conflict Between Staff and Management
- Staff and Management Conflict Video
- Conflict With a Customer
- Conflict Between Customers
- Organisational Conflict
- Conflict is Necessary!
- Dangers of Unresolved Conflict
- Checkpoint 1
- Detecting Conflict
- Stages of Conflict
- Levels of Conflict
- Reactions to Conflict
- Checkpoint 2
2 - Conflict Resolution
- Conflict Resolution
- Conflict Resolution Techniques
- Resolving Workplace Conflict
- Take Responsibility
- Assertive vs Aggressive Behaviour
- Managing Your Emotions
- Checkpoint 3
- Encouraging All Points of View
- Using Empathy
- Minimising the Impact of Conflict
- Using Active Listening
- Non-verbal Communication
- Body Language
- Checkpoint 4
- Establishing and Agreeing on the Problem
- Determining Possible Solutions
- Implementing Conflict Resolution Techniques
- Completing Documentation
- Checkpoint 5
3 - Handling Disgruntled Customers
- Handling Disgruntled Customers
- Complaint and Follow Up Audio
- Dangerous and Threatening Situations
4 - Evaluation of Conflict Situations
- Evaluation of Conflict Situations
5 - Grievances and the Law
- Grievances and the Law
- Checkpoint 6
No previous knowledge or experience is required.
The online courses are made up of a number of learning modules. Each module has an estimated time to complete them (click on the ‘i’ next to the module to get the time).
The time to complete a module can vary based on your existing knowledge of the material.
No need to finish the course in one session. You can log in and out as many times as you like, until the course end date. The course end date is shown when entering the training. The system remembers what you have completed and you can continue on from where you left off.
How does it work?
Once we receive confirmation of your payment (which could take up to 24 hours), you will receive an email with your login details. Go to the login page which will be emailed to you. Enter your details then click on the name of the course when you are ready to start.
How do I pay?
Pay with mastercard or visa through our secure PayPal internet payment facility. You can also select to ‘Generate an Invoice’ or ‘Make An Enquiry’ and we will get back to you with a group pricing as a quote or submission for you to respond to.
Who should do this course?
These courses are for anyone who wants to learn more or wants to extend their resume by becoming more knowledgable in their company.
How will I be assessed?
Each module is broken into sections with checkpoints, interactive challenges and quiz questions throughout. You are required to go through each section and answer every question correctly to be deemed competent. If you answer any questions incorrectly, you will be given feedback on which question you answered incorrectly. You can then correct your response and continue.
Will I receive a certificate?
These are non accredited corporate-based short courses and if successful you will receive a Certificate of Completion.
Steps to proceed with enrolling in a Course
Step 1 – Select a Course(s) by adding it to the Shopping Cart.
Step 2 – Pay for the course (using Paypal).
Step 3 – Once we have received the payment we will send you an email confirming your order.
Step 4 – This email will have instructions for connecting to the course, your login ID and password.
Step 5 – Complete the online course.
Step 6 – Once the course has been successfully completed, you will have access to your certificate.