Conflict Management (e-Learning)

Managing teams, individuals and customers can be both rewarding and challenging, as everyone has different ideas, agendas, and ways of looking at things. At times these difference’s can lead to productivity and the development of new ideas, however, they can also lead to conflict and if left unmanaged, this rift can become problematic.

Conflict can happen between individuals, between staff and a customer or patient, or between larger groups of employees. Damaged relationships can be difficult or impossible to repair and conflicts with customers or patients can damage a business' reputation, harming the business as a whole.

This is why conflict resolution and knowing how to properly intervene is essential. 

Success in dealing with conflict comes from understanding how we behave, as well as how we can influence others. This course will help you recognise the early signs of conflict and give you insights and strategies to effectively deal with it.

Key Topics

• What does conflict mean?
• Causes of conflict
• Your role and responsibility as a mediator and a manager
• Responses to conflict
• Techniques to use when dealing with conflict