Level 2 Conflict Management

Subjects covered by the conflict management qualification include legislation, clear communication, proactive service delivery, situation assessment and managing unrealistic expectations. There are a number of benefits for businesses in entering employees for this qualification, one of which is improved customer service levels.

Following the completion of this award the learner will know how to:

• communicate to solve problems and reduce the potential for conflict
• identify the factors that influence human responses in conflict situations
• assess and reduce risks in conflict situations
• communicate effectively and de-escalate conflict in emotive situations
• use good practice after conflict situations

This qualification is suitable for learners over the age of 18. It is delivered over 1 day with some pre-course reading and assessed by a multiple choice exam.