Conflict Management

This level 2 qualification is aimed at those aged 16 years and over, working in a customer or service user facing role that may need to recognise the contributing factors, signs and causes of conflict and how to de-escalate conflict situations without physical intervention.

The topics covered include:

·       What is conflict?
·       Needs & expectations
·       How conflict escalates
·       Triggers of an angry response
·       Legislation
·       De-escalation
·       De-escalation with colleagues
·       Effective communication
·       Resolving conflict
·       Good practice following a conflict situation