Module 5: Conflict and Collaboration

The Learning Objectives for this module are:

• Understand how to manage Conflict Situations
• To understand the benefits of Emotional Intelligence and how to effectively use emotional information to guide thinking and behaviour when influencing and negotiating with individuals.

By the end of this module you will be able to:

• Identify the common causes of conflict
• Steps to manage and resolve a conflict with a positive outcome
• Identify when a conflict situation needs to be referred to more senior personnel
• The components of Emotional intelligence (EI)
• Why people bully and harass
• Bullying and harassment and the individual levels of emotional intelligence
• Identify own preferred style of conflict resolution
• Apply the principles of emotional intelligence and conflict resolution to manage an issue.