Managing Conflict Training Online Bundle, 4 Certificate Courses

Resolve Conflicts and Achieve Positive Outcomes

Managing Conflict Training Online Bundle, 4 Certificate Courses

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Learn How To Resolve Conflicts and Achieve Positive Outcomes

Conflict Resolution is a core skill that governs your ability to work through any conflict to achieve a positive solution for all parties involved through negotiation, communication and interpersonal skills.

This comprehensive online bundle includes 4 courses covering topics including Conflict Resolution Training, Negotiation Skills, Dealing with Difficult Customers and Communication Skills. These 4 courses compliment each other and together will allow you to develop a thorough understanding of Conflict Resolution and how you can develop this essential skill to help you achieve success.

Beginning with our Workplace Conflict Resolution Training course you will learn the six-step process to resolve conflicts of any size, in addition to crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.

Next Negotiation Skills will give you an understanding of the phases of negotiation, tools to use during a negotiation, and ways to build win-win solutions for all those involved. You will develop a sense of understanding your opponent and have the confidence to not settle for less than what you feel is fair. You will learn that an atmosphere of respect is essential, as uneven negations could lead to problems in the future.

Increasing Dealing With Difficult Customers does exactly what it says on the tin, you will learn guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.

Finally the Communication Strategies course will help you understand the different methods of communication and how to make the most of each of them.

For a comprehensive list of all courses available and their units of study click the units of study tab above.

This is an incredible opportunity to invest in yourself and your future, Sharpen Your Communication Skills and learn what it takes to create your own success with Courses For Success Today!

Course Fast Facts:

  1. All courses are easy to follow and understand
  2. Only 6 to 8 hours of study is required per course
  3. Unlimited lifetime access to course materials
  4. Study as many courses as you want
  5. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  6. You can study from home or at work, at your own pace, in your own time
  7. Certificates 

Course Delivery

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

Recognition & Accreditation

The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Other Bundle Packages Courses

If you’re hoping to get more bang for your buck, check out the rest of the course bundle packages from the Courses For Success range!

Course 1 - Certificate In Conflict Resolution

  • Introduction to Conflict Resolution
  • Conflict, What Is It?
  • What is Effective Conflict Resolution?
  • Understanding the Effective Conflict Resolution Process
  • Effective Conflict Resolution Styles
  • Collaborating
  • Competing
  • Compromising
  • Accommodating
  • Avoiding
  • Creating an Communicative Atmosphere
  • Defuse Emotions
  • Setting Ground Rules
  • Choosing the Time and Place
  • Mutual Understanding
  • What Do I Want?
  • What Do They Want?
  • What Do We Want?
  • Focusing on Individual and Shared Needs
  • Identify Common Ground
  • Build Positive Energy and Goodwill
  • Analysing to the Root Cause
  • Examining Root Causes
  • Creating a Cause and Effect Diagram
  • Identifying the Benefits of Resolution
  • Create Options
  • Generate, Don’t Evaluate
  • Creating Mutual Gain Options and Multiple Option Solutions
  • Digging Deeper into Your Options
  • Solution Building
  • Creating Criteria
  • Creating a Shortlist
  • Choosing a Solution
  • Building a Plan
  • Additional Tools
  • Stress Management Techniques
  • Anger Management Techniques
  • The Agreement Frame
  • Asking Open Questions

Course 2 - Certificate In Negotiation Skills

  • Understanding Negotiation
  • Types of negotiations
  • The three phases
  • Skills for successful negotiation
  • Getting Prepared
  • Establishing your WATNA and BATNA
  • Identifying your WAP
  • Identifying your ZOPA
  • Personal preparation
  • Laying the Groundwork
  • Setting the time and place
  • Establishing common ground
  • Creating a negotiation framework
  • The negotiation process
  • Exchanging Information
  • Getting off on the right foot
  • What to share
  • What to keep to yourself
  • Bargaining
  • What to expect
  • Techniques to try
  • How to break an impasse
  • About Mutual Gain
  • Three ways to see your options
  • About mutual gain
  • Creating a mutual gain solution
  • What do I want?
  • What do they want?
  • What do we want?
  • Closing
  • Reaching consensus
  • Building an agreement
  • Setting the terms of the agreement
  • Dealing with Difficult Issues
  • Being prepared for environmental tactics
  • Dealing with personal attacks
  • Controlling your emotions
  • Deciding when it's time to walk away
  • Negotiating Outside the Boardroom
  • Adapting the process for smaller negotiations
  • Negotiating via telephone
  • Negotiating via email
  • Negotiating on Behalf of Someone Else
  • Choosing the negotiating team
  • Covering all the bases
  • Dealing with tough questions

Course 3 - Certificate In Dealing with Difficult Customers

  • The Right Attitude Starts with You
  • Be Grateful
  • Make Gratitude a Habit
  • Keep Your Body Healthy
  • Invoke Inner Peace
  • Stress Management (Internal Stressors)
  • Irritability
  • Unhappiness With Your Job
  • Feeling Underappreciated
  • Not Well Rested
  • Stress Management (External Stressors) 
  • Manage Your Work Space
  • Loud Work Environment
  • Co-Worker Relations
  • Demanding Supervisor
  • Transactional Analysis 
  • What is Transactional Analysis
  • Parent
  • Child
  • Adult
  • Why are Some Customers Difficult 
  • They Have Truly Had a Bad Experience and Want to Vent
  • Want Someone to be Held Accountable
  • They Have Truly Had a Bad Experience and Want Resolution
  • They are Generally Unhappy
  • Dealing with the Customer Over the Phone 
  • Listen to the Customer’s Complaint
  • Build Rapport
  • Do Not Respond with Negative Words or Emotion
  • Offer a Verbal Solution to Your Customer
  • Dealing with the Customer In Person 
  • Listen to the Customer’s Concerns
  • Build Rapport
  • Respond with Positive Words and Body Language
  • Aside from Words
  • Sensitivity in Dealing with Customers 
  • Customers who are Angry
  • Customers who are Rude
  • Customers with Different Cultural Values
  • Customers who Cannot be Satisfied
  • Scenarios of Dealing with a Difficult Customer 
  • Angry Customer
  • Rude Customer
  • A Customer from Another Culture
  • An Impossible to Please Customer
  • Following up With a Customer Once You Have Addressed Their Issue
  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Snail-Mail a Handwritten or Typed Letter

Course 4 - Certificate In Communication Strategies

  • The Big Picture
  • What is Communication?
  • How Do We Communicate?
  • Who’s Listening?
  • Barriers to Communication
  • It All Starts with Me
  • Common Barriers to Communication
  • Language Barriers
  • Cultural Barriers
  • Location Barriers
  • Paraverbal Communication Skills
  • The Power of Pitch
  • The Power of Tone
  • Vocal Speed Camera
  • Non-Verbal Communication
  • Your Body Speaks its own Language
  • Speak Like a STAR
  • Using STAR
  • Situation
  • Task
  • Action
  • Response
  • Listening Skills
  • Ten Ways to Listen Better Today
  • Understanding Active Listening
  • Sending Positive Signals to Others
  • Asking Good Questions
  • Asking Open Questions
  • Probing Questions
  • Appreciative Inquiry
  • The Four Stages
  • The Purpose of Appreciative Inquiry
  • The Art of Conversation Using SPEAC
  • Suppose
  • Prepare
  • Enquire
  • Ascertain
  • Change
  • Advanced Communication Skills
  • Precipitating Factors
  • Common Ground


Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet. 

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

Customer Reviews

5 star
45%
4 star
33%
3 star
15%
2 star
4%
1 star
2%
(569)
Average rating 4 out of 5 stars

Cassandra Noel

12 May 2022 11:55:00 PM

n/a

Yezenia Epps

11 May 2022 08:01:07 AM

a lot of information.

David Underdown

31 December 2021 12:19:05 AM

Very good information

Taurus Williams

29 December 2021 03:59:29 AM

This is great. I love this course.

Jonathen Rodriguez

29 November 2021 08:36:37 AM

Very Informative.

Connie ZhangYue

25 November 2021 11:15:31 AM

I was very enjoy the course.

Hannah Martin

16 November 2021 01:58:48 AM

Good

isaiah johnson

3 November 2021 12:30:25 AM

dfg

Nivin Youkhana

13 October 2021 02:52:08 PM

informative course... Love it

Portia Moshwene

13 October 2021 01:56:15 AM

I have enjoyed this course very much and learned a lot. It taught me how to network and make new relationships, hard as it may be to initiate a small talk, I am now able.

Michelle A Brown

12 September 2021 10:23:32 PM

Yes this is the one you really need I'm glad you touched on the subject

Carolyn Azpiri

7 September 2021 05:11:55 PM

Fun, informative and easy to follow

Rachel M Beacht

14 August 2021 04:17:50 AM

I really enjoyed this material

Penelope Richardson

30 July 2021 08:28:48 PM

Very interesting course with some helpful and useful information.

Deborah Wendorf

23 July 2021 03:28:59 AM

Great content

Naomi Godfrey

15 July 2021 04:19:45 AM

GR8

Ian Douglas

30 June 2021 09:09:00 PM

NA

Paul Jurd

24 June 2021 02:21:15 PM

very useful and relevant content, I will be practising

Stacy James Langdon

26 May 2021 05:39:13 PM

great information in this session

Silvana Bruton

5 April 2021 08:00:26 PM

I think I will be in more in tune with my conversations.

Load more reviews Loading...
About this Course

Learn How To Resolve Conflicts and Achieve Positive Outcomes

Conflict Resolution is a core skill that governs your ability to work through any conflict to achieve a positive solution for all parties involved through negotiation, communication and interpersonal skills.

This comprehensive online bundle includes 4 courses covering topics including Conflict Resolution Training, Negotiation Skills, Dealing with Difficult Customers and Communication Skills. These 4 courses compliment each other and together will allow you to develop a thorough understanding of Conflict Resolution and how you can develop this essential skill to help you achieve success.

Beginning with our Workplace Conflict Resolution Training course you will learn the six-step process to resolve conflicts of any size, in addition to crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.

Next Negotiation Skills will give you an understanding of the phases of negotiation, tools to use during a negotiation, and ways to build win-win solutions for all those involved. You will develop a sense of understanding your opponent and have the confidence to not settle for less than what you feel is fair. You will learn that an atmosphere of respect is essential, as uneven negations could lead to problems in the future.

Increasing Dealing With Difficult Customers does exactly what it says on the tin, you will learn guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.

Finally the Communication Strategies course will help you understand the different methods of communication and how to make the most of each of them.

For a comprehensive list of all courses available and their units of study click the units of study tab above.

This is an incredible opportunity to invest in yourself and your future, Sharpen Your Communication Skills and learn what it takes to create your own success with Courses For Success Today!

Course Fast Facts:

  1. All courses are easy to follow and understand
  2. Only 6 to 8 hours of study is required per course
  3. Unlimited lifetime access to course materials
  4. Study as many courses as you want
  5. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  6. You can study from home or at work, at your own pace, in your own time
  7. Certificates 

Course Delivery

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

Recognition & Accreditation

The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Other Bundle Packages Courses

If you’re hoping to get more bang for your buck, check out the rest of the course bundle packages from the Courses For Success range!

Course 1 - Certificate In Conflict Resolution

  • Introduction to Conflict Resolution
  • Conflict, What Is It?
  • What is Effective Conflict Resolution?
  • Understanding the Effective Conflict Resolution Process
  • Effective Conflict Resolution Styles
  • Collaborating
  • Competing
  • Compromising
  • Accommodating
  • Avoiding
  • Creating an Communicative Atmosphere
  • Defuse Emotions
  • Setting Ground Rules
  • Choosing the Time and Place
  • Mutual Understanding
  • What Do I Want?
  • What Do They Want?
  • What Do We Want?
  • Focusing on Individual and Shared Needs
  • Identify Common Ground
  • Build Positive Energy and Goodwill
  • Analysing to the Root Cause
  • Examining Root Causes
  • Creating a Cause and Effect Diagram
  • Identifying the Benefits of Resolution
  • Create Options
  • Generate, Don’t Evaluate
  • Creating Mutual Gain Options and Multiple Option Solutions
  • Digging Deeper into Your Options
  • Solution Building
  • Creating Criteria
  • Creating a Shortlist
  • Choosing a Solution
  • Building a Plan
  • Additional Tools
  • Stress Management Techniques
  • Anger Management Techniques
  • The Agreement Frame
  • Asking Open Questions

Course 2 - Certificate In Negotiation Skills

  • Understanding Negotiation
  • Types of negotiations
  • The three phases
  • Skills for successful negotiation
  • Getting Prepared
  • Establishing your WATNA and BATNA
  • Identifying your WAP
  • Identifying your ZOPA
  • Personal preparation
  • Laying the Groundwork
  • Setting the time and place
  • Establishing common ground
  • Creating a negotiation framework
  • The negotiation process
  • Exchanging Information
  • Getting off on the right foot
  • What to share
  • What to keep to yourself
  • Bargaining
  • What to expect
  • Techniques to try
  • How to break an impasse
  • About Mutual Gain
  • Three ways to see your options
  • About mutual gain
  • Creating a mutual gain solution
  • What do I want?
  • What do they want?
  • What do we want?
  • Closing
  • Reaching consensus
  • Building an agreement
  • Setting the terms of the agreement
  • Dealing with Difficult Issues
  • Being prepared for environmental tactics
  • Dealing with personal attacks
  • Controlling your emotions
  • Deciding when it's time to walk away
  • Negotiating Outside the Boardroom
  • Adapting the process for smaller negotiations
  • Negotiating via telephone
  • Negotiating via email
  • Negotiating on Behalf of Someone Else
  • Choosing the negotiating team
  • Covering all the bases
  • Dealing with tough questions

Course 3 - Certificate In Dealing with Difficult Customers

  • The Right Attitude Starts with You
  • Be Grateful
  • Make Gratitude a Habit
  • Keep Your Body Healthy
  • Invoke Inner Peace
  • Stress Management (Internal Stressors)
  • Irritability
  • Unhappiness With Your Job
  • Feeling Underappreciated
  • Not Well Rested
  • Stress Management (External Stressors) 
  • Manage Your Work Space
  • Loud Work Environment
  • Co-Worker Relations
  • Demanding Supervisor
  • Transactional Analysis 
  • What is Transactional Analysis
  • Parent
  • Child
  • Adult
  • Why are Some Customers Difficult 
  • They Have Truly Had a Bad Experience and Want to Vent
  • Want Someone to be Held Accountable
  • They Have Truly Had a Bad Experience and Want Resolution
  • They are Generally Unhappy
  • Dealing with the Customer Over the Phone 
  • Listen to the Customer’s Complaint
  • Build Rapport
  • Do Not Respond with Negative Words or Emotion
  • Offer a Verbal Solution to Your Customer
  • Dealing with the Customer In Person 
  • Listen to the Customer’s Concerns
  • Build Rapport
  • Respond with Positive Words and Body Language
  • Aside from Words
  • Sensitivity in Dealing with Customers 
  • Customers who are Angry
  • Customers who are Rude
  • Customers with Different Cultural Values
  • Customers who Cannot be Satisfied
  • Scenarios of Dealing with a Difficult Customer 
  • Angry Customer
  • Rude Customer
  • A Customer from Another Culture
  • An Impossible to Please Customer
  • Following up With a Customer Once You Have Addressed Their Issue
  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Snail-Mail a Handwritten or Typed Letter

Course 4 - Certificate In Communication Strategies

  • The Big Picture
  • What is Communication?
  • How Do We Communicate?
  • Who’s Listening?
  • Barriers to Communication
  • It All Starts with Me
  • Common Barriers to Communication
  • Language Barriers
  • Cultural Barriers
  • Location Barriers
  • Paraverbal Communication Skills
  • The Power of Pitch
  • The Power of Tone
  • Vocal Speed Camera
  • Non-Verbal Communication
  • Your Body Speaks its own Language
  • Speak Like a STAR
  • Using STAR
  • Situation
  • Task
  • Action
  • Response
  • Listening Skills
  • Ten Ways to Listen Better Today
  • Understanding Active Listening
  • Sending Positive Signals to Others
  • Asking Good Questions
  • Asking Open Questions
  • Probing Questions
  • Appreciative Inquiry
  • The Four Stages
  • The Purpose of Appreciative Inquiry
  • The Art of Conversation Using SPEAC
  • Suppose
  • Prepare
  • Enquire
  • Ascertain
  • Change
  • Advanced Communication Skills
  • Precipitating Factors
  • Common Ground


Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet. 

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

(569)
Average rating 4 out of 5 stars
5 star
45%
4 star
33%
3 star
15%
2 star
4%
1 star
2%

Cassandra Noel

12 May 2022 11:55:00 PM

n/a

Yezenia Epps

11 May 2022 08:01:07 AM

a lot of information.

David Underdown

31 December 2021 12:19:05 AM

Very good information

Taurus Williams

29 December 2021 03:59:29 AM

This is great. I love this course.

Jonathen Rodriguez

29 November 2021 08:36:37 AM

Very Informative.

Connie ZhangYue

25 November 2021 11:15:31 AM

I was very enjoy the course.

Hannah Martin

16 November 2021 01:58:48 AM

Good

isaiah johnson

3 November 2021 12:30:25 AM

dfg

Nivin Youkhana

13 October 2021 02:52:08 PM

informative course... Love it

Portia Moshwene

13 October 2021 01:56:15 AM

I have enjoyed this course very much and learned a lot. It taught me how to network and make new relationships, hard as it may be to initiate a small talk, I am now able.

Michelle A Brown

12 September 2021 10:23:32 PM

Yes this is the one you really need I'm glad you touched on the subject

Carolyn Azpiri

7 September 2021 05:11:55 PM

Fun, informative and easy to follow

Rachel M Beacht

14 August 2021 04:17:50 AM

I really enjoyed this material

Penelope Richardson

30 July 2021 08:28:48 PM

Very interesting course with some helpful and useful information.

Deborah Wendorf

23 July 2021 03:28:59 AM

Great content

Naomi Godfrey

15 July 2021 04:19:45 AM

GR8

Ian Douglas

30 June 2021 09:09:00 PM

NA

Paul Jurd

24 June 2021 02:21:15 PM

very useful and relevant content, I will be practising

Stacy James Langdon

26 May 2021 05:39:13 PM

great information in this session

Silvana Bruton

5 April 2021 08:00:26 PM

I think I will be in more in tune with my conversations.

Load more reviews Loading...

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Course Summary

Course ID: 020CRCB
Delivery Mode: Online
Access: Unlimited lifetime
Time: Study at your own pace
Assessments: Yes
Qualification: Certificate

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