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Level 2 Award in Conflict Management
This qualification is intended for individuals requiring training in conflict management. It is suited to a variety of sectors and is suited for anyone with a role for customers, service users or the public. It can also help people who want to better understand how to prevent conflicting situations and are more confident that they can deal with situations if they arise. When the course is complete, the staff will be aware of the potential risk of aggression and violence they face on the workplace. The course is then designed to enable them to manage such incidents of customer conflict with confidence and prevent them.
Who is the course for?
The course is ideal for those employees with a direct interaction with customer. It is particularly suitable for those employees working in customer service environments that are inherently stressful by their very nature.
Course Entry Requirements
- Learner must be 19 years or older at the beginning of the course
- A basic English level may be required for this programme
Duration
Level 2 Award in Conflict Management
- Guided Learning Hours (GLH): 11 hours
- Total Qualification Time (TQT): 16 hours
How is the Course Assessed?
The Center assesses all units within this qualification internally. Qualifications are referenced criterion, based on achieving all of the specified learning outcomes.
To achieve a 'pass' for a unit, learners must provide evidence to show that they have met all of the learning outcomes and meet the standards specified by all of the evaluation criteria. The Assessor makes a judgement that the learners have met the assessment criteria successfully.
The Assessor should provide an audit trail showing how the overall achievement of the judgement of the learners has been achieved.
Course Progression
Once the course is successfully completed, The Candidates may progress to:
- Level 3 Award in the Delivery of Conflict Management Training
To receive the Level 2 award in conflict management, learners must obtain a minimum of 2 credits:
Group A
| S.no | Mandatory Units | Credits |
|---|---|---|
| 1. | Managing Conflict in the Workplace when Dealing with Customers, Service Users, or the Public | 2 |
The Learner will:
- Know how communication can be used to solve problems and reduce the likelihood of conflict
- Know the factors that influence human responses in conflict situations
- Know how to assess and reduce risks in conflict situations
- Know how to communicate effectively and de-escalate conflict in emotive situations
- Know good practice to follow after conflict situations
| Number | Assignment Title | Status | Files |
|---|
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