• Techniques to handle conflict assertively. • Understanding the impact of emotions on behaviour and techniques for controlling emotions. • Sources of conflict in a business, including positive and negative characteristics of conflict in the workplace. • Techniques for strategising and planning for a confrontation • How to confront a person who is offending you in a constructive way • Negotiating resolutions to conflict • Signalling techniques, which are portrayed in various workplace interactions; • Handling conflict between employees.