Level 2 Award in Conflict Management

Give staff the skills to resolve conflict effectively and respectfully.

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Not all customer facing roles are the same, and sometimes dealing with the public can have its challenges, particularly when handling issues and complaints.

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The Highfield Level 2 Award in Conflict Management (RQF) has been designed to provide conflict management skills to anyone working in a customer facing role, deals with service users or the public in general.

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It is applicable to a wide range of sectors, and can be taken by anyone requiring a better understanding of how to prevent conflict from arising, or would like to feel more confident in being able to deal with challenging situations.

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Topics covered:

• how communication can be used to solve problems and reduce the likelihood of conflict

• the factors that influence human responses in conflict situations

• how to assess and reduce risks in conflict situations

• how to communicate effectively and de-escalate conflict in emotive situations

• good practice to follow after conflict situations