Highfield - Level 2 Award in Conflict Management course syllabus.

Category: Conflict-Management

Level: Beginner

This regulated qualification is ideal for anyone who requires training in conflict management. It is appropriate for a wide range of sectors and is suitable for anyone who has a customer facing role, dealing with service users or the public. It is also a useful qualification for individuals who would like a better understanding of how to prevent conflict situations from arising and who would like to gain more confidence in being able to deal with conflict situations.

This qualification is aimed at individuals who require training in conflict management. 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.

To complete this qualification, learners should expect to undertake a total qualification time (TQT) of 16-hours and of this 11-hours is recommended as guided learning (GL).

Topics covered

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

how to communicate effectively and de-escalate conflict in emotive situations and

good practice to follow after conflict situations.

The qualification is assessed through a 1 hour, 30-question, multiple-choice question examination. Candidates must achieve a score of at least 20 out of 30 to pass.