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Course Content

Conflict Resolution in the Workplace

Course Overview

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On average this
course contributes
3 hours
towards your CPD

This course has been developed by the National Syllabus for conflict resolution and deals with communication skills, personal safety and 'what if' situations.

After completing this course your learners should be able to:

  • Describe the common causes of conflict
  • Describe the three elements of 'Communication'
  • Give example of how communication can break down
  • Explain 3 examples of communication models that can assist in conflict resolution
  • Describe patterns of behaviour they may encounter during different interactions
  • Give examples of the different warnings and danger signs
  • Give examples of impact factors
  • Describe the use of distance when dealing with conflict
  • Explain the use of 'reasonable force' as it applies to conflict resolution
  • Describe different methods for dealing with possible conflict situations

Course Details

Lesson Plan

This course covers the following subject areas:

  • Welcome and learning objectives
  • Introduction to conflict resolution
  • Communication model 1
  • Communication model 2
  • Communication model 3
  • Dealing with conflict
  • Awareness and impact factors
  • Stress behaviours and summary

Target Audience

This module will be useful to all staff and professionals whose work brings them into contact with members of the public.


With over 130 interactive screens with multiple components, it is anticipated this module will take approximately 3 hours to complete. However, as an e-learning module learners are able to work through at their own pace, breaking off and resuming their study as appropriate.


On completion of this module you will be able to download a Virtual College certificate.

CPD Accreditation

The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines

Entry Requirements

There are no specific entry requirements for this module.

What our customers have said

The visuals, the cartoons, the guidance. Having to click on things helped to keep focus, as it wasn't just reading a long text. Many of the topics were helpful, not only for work but for life also.
26/01/2017 LG
This module should be mandatory for all staff as it would support our students complex needs and help staff to manage some of the behavioural issues they may encounter at Campuses. As someone who has taught at college, I have witnessed staff not taking responsibility to challenge inappropriate behaviour. I believe this to be a training issue as they do not feel fully prepared to deal with some situations.
05/04/2016 TJ
The picture element of the course was simplistic and easy to use and all the visual aids were backed up with a simple phrase to explain the visuals. I feel that this course will assist a wide range of individuals who all have different ways of learning.
11/03/2016 JS
Very clear.
21/10/2015 JR
The module was very clear and everything was fully explained
06/10/2015 JH
Very easy to go back and check each page
29/09/2015 DR
Keeps you engaged and informative
20/09/2015 AS
Easy to use
16/09/2015 PM div>
I liked the interesting format used. really engaging
NY 09/08/2013
Simple 'bite-sized' screens, with the module broken down into smaller sections makes it easier to manage and take in the information
LO 09/08/2013
Easy to use. Relevant to my role
CH 06/08/2013
Very easy to use, good quality information
JT 19/07/2013
The most interesting module out of all I have completed
JT 10/07/2013
The graphics are self explanatory, easy layout
CD 09/07/2013

Cost and Discounts

£30 + VAT - This cost is for a single user.

Discounts are available for multiple users (10 or more) for more information please contact, or telephone UKVC Sales on 01943 885089.

How it Works

The information below is specific to this particular course. If you would like a more general guide to how our purchasing and learning works please visit the Four Easy Steps page which should tell you all you need to know.

Alternatively; if you have a specific question or concern why not contact us directly ?


This is an online course, all the training will be taken through your browser window. There will be no face-to-face sessions with instructors nor will you receive any training material through the post. If you wish you may print out any page of the training material, and may also print the notes you took during the training.

You can also revisit the training material at any time, even after you have completed the course.


The material for this course has been broken down into several smaller lessons, each lesson dealing with a specific area of the overall subject.

The lesson consist of a series of pages in which an instructor will talk you through the lesson material at a pace that suits you. Pages may also include supporting pictures, graphs, animation or extra sounds to help with the learning where appropriate. Some lessons will include challenges/quizzes to help you keep in touch and interested in the material.

Lessons can be taken in any order and each lesson may be PAUSED and RESUMED at any stage. When all lessons in the course have been completed our system will realise and automatically record that you have successfully completed the course


This course is delivered fully online allowing you to learn at your own pace, however an average duration would be 3 hours.

Buy It Now

Click Here buy this course

If you would like to buy this course now please enter details of the learner to be enrolled on the course.

When you click "Submit" you will be transferred to our secure payment system (provided by WorldPay) where you will be able to enter your credit or debit card details.

Start Your Training Today

Once the payment has been accepted you will immediately be allocated an account in our Training Management System, and you will be able start your training right away.

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