This course is for you if you work or volunteer with customers and/or you work in a high pressure environment. We explore why conflict may arise when dealing with the public or with colleagues and managers. and how to manage behaviour in challenging workplace situations.
This course could be FREE to you. Take a look at our fees page here
The course examines how we respond to difficult people and situations, and considers strategies for using negotiation effectively to resolve workplace conflict. You will be encouraged to identify skills and practical techniques to use in your workplace/volunteering organisation.
By the end of the course, you will:
- Understand why conflict occurs and how it escalates
- Understand how we and others are affected by conflict.
- Understand negotiation and conflict resolution strategies
You will work with the other students on the course in large and small groups, using discussion and practical activities as well as written tasks. The course will involves use of case studies and research to help us to consider how to identify conflict as it arises, and how negotiation can help to provide positive strategies for managing and resolving conflict.
You must be working at Literacy Level 1, or above