1. Identify and describe the two main types of conflict that arise in the workplace.
2. Why is it important to resolve conflict in the workplace?
3. What steps should be taken to resolve a conflict?
4. Why should conflicts and their outcomes be documented and reported on? What should be done do with the data collected?
5. Describe the advantages of working in a team and how that can assist in resolving conflict.
6. Why do employees need to understand legislative requirements and organisational policies and procedures?
7. What action should be taken to determine whether a customer or a colleague is satisfied with a complaint resolution?