Managing Conflict

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This course is designed to ensure you are equipped with the skills to handle conflict situations. The course covers cultural difference, ego, behaviour and the PEACE model. Learnin g outcomes: 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 Typical duration: 30 mins Show more