In order to reduce the risk of threatening or abusive behaviour in the workplace, it is vital to know how to effectively and confidently diffuse such situations. This e-learning is designed to equip your organisation with the skills and confidence required to effectively handle conflict situations.

What’s covered

• 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

Duration:  20 - 40 minutes

Assessment: Multiple-choice questions