- About conflict
- Causes and identifying conflict
- Stages of conflict
- Understanding our response to conflict
- Developing your assertiveness
- Approaches for dealing with conflict
- Four steps to resolving conflict
- Skills to support effective conflict resolution
- Empathy and emotional intelligence
- De-escalating anger and the HEAT technique
Upon completion, participants will be presented with a Certificate of Completion.
Allow 25 minutes
There are no pre-requisites required for this course.