Highfield Managing Conflict e-learning Course


Conflict in the workplace is destructive and detrimental to all. It can leave disengaged employees, unhappy customers and reputational damage.

Unfortunately, from time to time, we all find ourselves in a conflict situation. Knowing how to effectively and confidently diffuse such situations is vital to reduce the risk of threatening or abusive behaviour in the workplace.

Effective conflict management can improve engagement amongst employees, ensure that customer experience is not tarnished, and create better relationships, both internally and with customers, that result in a more talented, productive workforce.

Learner details
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Our Highfield Managing Conflict E-learning Course is designed to equip your organisation with the skills and confidence to effectively handle conflict situations.

Learners on the course will understand:

  • what workplace conflict is,
  • suitable responses to conflict,
  • cultural differences, and
  • different ego types.

It will equip learner’s with the knowledge around breakdowns in communication, the behavioural cycle and patterns of behaviour. The course also covers the various models and techniques that can be utilised to effectively manage conflict, and provides learners with an awareness of the potential damage conflict can cause.

Who is this course for?

Our Highfield Managing Conflict e-learning Course is ideal for all levels of employee within a business and as part of the induction process for new employees.

The course is also ideal for use as part of the on-programme element of the new apprenticeship standards and can support the knowledge, skills and behaviours apprentices need to effectively integrate into the workplace.


  • 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 Course Duration

20 – 40 minutes

Course Assessment and Certification

The Highfield Managing Conflict E-learning course is assessed by multiple-choice questions.

This e-learning course will provide you with a Highfield Certificate of completion, which is downloadable upon successfully finishing the course.


Laptop/Desktop PC

Internet Explorer 11,
Microsoft Edge,
Google Chrome,
Mozilla Firefox.

Apple iMacs/Macbooks

Google Chrome,
Mozilla Firefox.


Google Chrome for Tablets,
Android/Windows based tablets,
Google Chrome for Tablets,
Mozilla Firefox,
Microsoft Edge,
Internet Explorer 11.

NOTE: Enabling JavaScript and a stable broadband connection are required.


For technical support with this course, we would advise contacting our partners, Highfield Qualifications:
Tel: 0845 226 0350
Email: support@highfield.co.uk.

For subject support, we would advise that you contact us using our contact details available throughout our website.


EU legislation within a UK context, but is suitable for international businesses that trade with EU and will be subject to the legislation.


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