Handling Conflict Respectfully
Wherever people work together, there will be disagreements: about shifts, workloads, mistakes, noise, respect and much more. Conflict itself is not the problem. Handled badly, it leads to shouting, sulking, gossip, resignations and sometimes disciplinary action. Handled well, it clears the air, solves problems and makes working relationships stronger. This course teaches you what causes conflict at work, how people tend to respond to it, how to stay calm when you are angry or under attack, how to listen and understand the other side, how to prepare for and hold a difficult conversation, and how to find solutions that work for both sides. It also explains clearly when a conflict is too serious to handle alone, and how to involve your supervisor, HR or a formal process such as a grievance procedure. The course is fully online and self-paced. Each lesson has a short activity in your workbook. You finish with a practical task and a final assessment, and you receive a MetaCo Certificate of Completion that you can add to your CV.
What you will learn
Understand why conflict happens, stay calm, handle difficult conversations well and know when to involve your supervisor or HR.
- Module 1: Introduction
- Module 2: Understanding Conflict
- Module 3: Staying Calm and Listening
- Module 4: Difficult Conversations
- Module 5: When to Involve Others
- Module 6: Putting It into Practice
How it is assessed
Short quizzes as you go, a final assessment with three attempts (fresh questions each time) and a practical task.
Certificate
MetaCo Certificate of Completion, with your own number and a QR code employers can scan. This certificate confirms completion of a MetaCo short course.
Part of the pathway: Customer Service Agent
What you get
- The lessons, quiz and practical task
- A downloadable workbook (PDF)
- The Soft Skills toolkit
- A one-page cheat sheet to keep
- The MetaCo certificate with a QR verification link, and a "Copy to my CV" line
- The Career Starter Kit, free with your first purchase
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