Conflict Resolution

This course is for anyone who would like to improve how they handle conflict in the workplace.


To recognise different aspects of conflict that staff may encounter and to understand different methods of resolving such conflicts


By the end of the course, participants will be able to:

  • Describe common causes of conflict
  • Describe two forms of communication, i.e. verbal and non-verbal
  • Give examples of communication breakdown
  • Explain three examples of communication models that can assist conflict in conflict resolution
  • Describe patterns of behaviour they may encounter during different interactions
  • Explain the different warning and danger signs
  • Give examples of impact factors
  • Describe the use of distance when dealing with conflict
  • Describe different methods for dealing with possible conflict situations
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Content includes

Verbal and non-verbal communication skills
Recognising warning signs
Cultural awareness
Techniques to defuse situations