SKU: 59427866881

Dealing with Workplace Conflict & Complaints

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Description

Dealing with Workplace Conflict & ComplaintsCOURSE OVERVIEW: Welcome to the Dealing with Workplace Conflict & Complaints course. This program will equip you with the communication techniques, analytical tools, interpersonal skills, and structured processes required to address conflict and complaints in the workplace with clarity, confidence, and professionalism. You will explore how expectations drive most conflicts, how listening and communication influence outcomes, and how to apply problem

COURSE OVERVIEW:

Welcome to the Dealing with Workplace Conflict & Complaints course. This program will equip you with the communication techniques, analytical tools, interpersonal skills, and structured processes required to address conflict and complaints in the workplace with clarity, confidence, and professionalism. You will explore how expectations drive most conflicts, how listening and communication influence outcomes, and how to apply problem-solving and relational approaches to create fair, constructive resolutions. This course also highlights the importance of integrity, emotional intelligence, and strategic thinking in preventing escalation and strengthening workplace relationships.

This course begins by examining the cost of workplace conflict and complaints, including the time, emotional strain, and organisational disruption they create. You will explore how expectations form the root of most conflicts and complaints, what expectations were not met, and how unmet expectations trigger frustration or dissatisfaction. This section also introduces how to use expectations as a tool to prevent conflict and complaints by clarifying roles, responsibilities, and standards. You will explore how to use the SMART criteria for goal-setting to make expectations explicit, how to convey the impact of unmet expectations without blame, and how these practices reduce misunderstandings.

The next learning area focuses on the listening skills needed for conflict resolution. You will explore how to demonstrate physically that you are listening through posture, eye contact, and attentive behaviours; how to check for understanding to ensure clarity; why you should not interrupt during moments of frustration or complaint; and how to respond appropriately to show respect, empathy, and professionalism. This section also examines the effective communication skills, problem-solving skills, interpersonal skills, persuasion skills, and customer service skills required to manage conflict and complaints constructively.

A further section explores the importance of integrity when dealing with conflict and complaints. You will examine the barriers that make conflict resolution difficult—such as assumptions, emotional reactions, avoidance, or communication breakdown—and the strategies needed to overcome them. This section also introduces the communication styles matrix and the characteristics of the four key styles: direct, spirited, systematic, and considerate. Understanding these styles helps you adapt your approach to the needs and tendencies of others.

The program then examines tools for dealing with conflict and complaints. You will explore how to use brainstorming to generate solutions during conflict discussions, how to apply fishbone diagrams to identify root causes of workplace conflict, and how to apply conflict styles—such as collaborating, competing, compromising, avoiding, and accommodating—to the situation at hand. This section also introduces the interest-based relational approach to conflict, which focuses on mutual respect, underlying needs, and long-term relationship preservation rather than short-term wins.

By the end of this course you will be able to identify the root causes of workplace conflict, communicate effectively during difficult conversations, apply structured tools to analyse and resolve issues, adapt your approach to different communication styles, uphold integrity during conflict management, and create resolution processes that strengthen trust, accountability, and cooperation across your organisation.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand:

  • The cost of workplace conflict and complaints
  • Expectations as the root of all conflict and complaints
  • What expectations were not met?
  • How to use expectations as a tool to prevent conflict and complaints?
  • How to use the SMART criteria, used for goal-setting?
  • How to convey the impact of unmet expectations?
  • The listening skills required for dealing with conflict and complaints
  • How to demonstrate physically that you are listening?
  • How to check for understanding?
  • Why you should not interrupt?
  • How to respond appropriately?
  • The effective communication skills required for dealing with conflict and complaints
  • The problem solving skills required for dealing with conflict and complaints
  • The interpersonal skills required for dealing with conflict and complaints
  • The persuasion skills required for dealing with conflict and complaints
  • The customer service skills required for dealing with conflict and complaints
  • The importance of integrity when dealing with conflict and complaints
  • The barriers to dealing with conflicts and complaints
  • The communication styles matrix
  • The direct communication style
  • The spirited communication style
  • The systematic communication style
  • The considerate communication style
  • The tools for dealing with conflict and complaints
  • How to use brainstorming when dealing with conflict?
  • How to use the fishbone diagrams for workplace conflict?
  • How to apply conflict styles?
  • The interest-based relational approach to conflict

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.

Shipping Notes
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Exchange/Return Notes
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  • Final sale items are not eligible for returns or exchanges.
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SKU: 59427866881

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Cece
Waukegan, US
★★★★★ 4
Great, but a little big…
Style: Lambchop, Size: 10"
Super soft and cute, I got this for my toy Cavapoo puppy. The different textures are perfect. It is a little bigger than I was expecting, and will probably be about the same size as my puppy when I get her, but I’m sure she’ll love it. I don’t know how safe it will be yet since I’ve yet to be able to watch her play with it, but I don’t see anywhere that could have loose strings for her to choke on, so I’d say it’s pretty safe. Overall a perfect toy for dogs, with a squeaker and nice textures for the dog to chew on.
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Reviewed in the United States on May 4, 2026
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Verified Purchase
jjv
Belleville, US
★★★★★ 5
Fun for a dog bad from lamb chop.
Style: Lambchop, Size: 10" (Pack of 2)
My dog loves these but tears the stffing out in one day. Not a bad product just be aware of this fact. Dog is a pit bull terrier.
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Reviewed in the United States on April 24, 2026
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JMM
Phoenix, US
★★★★★ 5
Adorable dog toy!
Style: Lambchop, Size: 10"
This is a fabulous dog toy, purchased on a sale - great price point. Item is larger than expected, worth the purchase.
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Reviewed in the United States on May 25, 2026
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Verified Purchase
Adarius Carr Prime
Fort Morgan, US
★★★★★ 5
Great value for the price
Style: White, Size: 24" Jumbo
I have gotten smaller versions of this Lamb chop, my dog has loved them all the same but this one is great. It's big enough for him to carry around and it lasts a lot longer since he likes to tear them up fast.
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Reviewed in the United States on May 7, 2026
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Ella Belle
Houston, US
★★★★★ 5
Dog is in love with this Toy!
Color: Assorted, Size: Medium
This is a super great dog toy & one of the best we have purchased for miss "destroy the toy" dog! I have an Australian Cattle Dog who has a pretty big chomp reflex. She destroys most all of her ball toys in just a few minutes because she chomps so hard. So far, this is the only "open type" of dog ball toy she has not ruined quickly. It's actually lasted over a year so far! It is showing some wear & tear & a couple ares have almost been chomped through, but that would be expected with the way she chomps on it. She absolutely adores this toy & it is her total favorite! It has been well worth the money & then some for her. I've already bought a couple of "spares" but she is still playing with the original one I bought. Please note: I never, ever leave it alone with her! I use it only to throw or kick & for her to chase & retrieve. I try not to let her just chew & chomp on it, but that is what she'd really like to do. We play with it all year long, even in the snow. It's fun in winter because it does not sink & get lost in deep snow as quickly as a tennis ball sized toy would. It fills up a bit with snow, but that seems to make it even more fun for my dog. I highly recommend this toy. I just wish JW would offer it in some other brighter colors besides the blue. 01/06/2016 Update: My dog still is playing with this very same Hol-ee Roller X Extreme! I'd bought her a couple of spares but this 1st one is still holding up under her chompers! It's worn looking but has not torn or broke yet. I do not let her just sit and chomp on it though. It used as a retrieving and chasing toy, but she does get a few goods chomps in each time she gets it. We play with this toy basically every single day, so I'd say this is a very durable dog toy and the best one I have bought ! I highly recommend it.
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Reviewed in the United States on January 19, 2015

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