Level 2 Award in Conflict Management

This Conflict management qualification is ideal for any individual who requires conflict resolution training, particularly if they are likely to encounter a conflict situation in the workplace. It is not just geared towards those who work in a security setting, but can be taken by people working in any number of sectors.

An individual can find themselves in a conflict situation in a variety of roles, particularly those which involve them dealing with customers or the general public, 

The completion of a conflict resolution training course, resulting in this qualification, will give learners the knowledge of how to reduce potential conflict through communication, manage unrealistic expectations and identify the factors that influence human responses in conflict situations.

Our Trainer has experience in conflict mangement and have been in the sharp end of physical & verbal conflict with 8 years operational service in the police.

Learning Outcomes

  • 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

Qualification Details

  • The HABC Level 2 Award in Conflict Management has been accredited by Qualifications and Credit Framework (RQF)
  • Theory and practical based training conducted over 2 days
  • This qualification is assessed through a 30-question multiple-choice question examination. The duration of the examination is 1-hour
  • On successful completion delegates are awarded Level 2 Award in Conflict Management Certificate

Course Modules

Module 1: Communication

  • Positive Communication
  • Managing customer expectations
  • The difference between assertiveness and aggression
  • Situational perspective
  • Employed strategies to solve problems


Module 2: Human responses in conflict situations

  • Effects of fear
  • The “fight” reaction
  • Triggering an angry response in others Inhibiting factors


Module 3: Assessing and reducing the risks in conflict situations 

  • Stages of escalation
  • The warning signs
  • Dynamic risk assessement
  • TACT
  • Threat assessment
  • SEW
  • Employer policies and guidance
  • Measures to reduce risk


Module 4: De-escalating conflict in emotive situations

  • Responses to threat
  • Defusing emotive conflict situations
  • SPACE
  • How to demostrate non-aggression using SPACE
  • Non-verbal communication in emotive situations
  • Show postive behaviour
  • Overcoming the communication blocks
  • Resolving
  • Responding to conflict
  • Confronting unacceptable behaviour
  • Working with colleagues to de-escalate conflict situations
  • Contact and cover – the Right way
  • Contact and cover – how NOT to do it!
  • When to SWITCH
  • How is the SWITCH achieved?
  • Dealing with TWO aggressors


Module 5: Good practice following a conflict situation

  • Introduction
  • Accessing help and suport following an incident
  • Learning from the incident
  • Sharing good practice

Course Options

  • Option 1: Up to 4 Delegates (course duration 2 days)
  • Option 2: Up to 8 Delegates (course duration 2 days)
  • Option 3: Up to 12 Delegates (course duration 2 days)
HABC_Approved_Centre

Request a Course Quotation

To enable us to provide you a quotation, please provide the following information:

  • Which course option you require (1,2 or 3)
  • Your postcode/location for on-site training
  • Complete and submit our “get in touch” form below or email admin@apfsafetyservices.co.uk
  • Or you can call us on 01760 751093 to speak with a member of the team