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The Level 2 Award in Conflict Management (QCF) is a qualification that is intended for people who may come in to contact with conflict situations. It is suitable for all areas: such as with customers, service users and the public, where conflict management or conflict resolution may be required to use.
The qualification covers 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, and good practice to follow after conflict situations.
It is appropriate for a wide range of sectors and is suitable for anyone who has a customer facing role, deals with service users or the public. It can also be a useful qualification for individuals who would like a better understanding of how to prevent conflict situations from arising and feel more confident in being able to deal with situations if they arise.
Managing customer expectations
The differences between assertiveness and aggression
Human responses to emotional or threatening situations
Stages of escalation in conflict
Dynamic risk assessment
Defusing emotive conflict
Working with colleagues to de-escalate conflict situations
Accessing help and support after a conflict situation