Level 2 Award in Conflict Management Course

Accredited Level 2 and NFPS Award in Conflict Management (QCF)

The Accredited Level 2 and NFPS Award in Conflict Management (QCF) is for learners who work in, or want to work in, any sector where they may find themselves in confrontational situations with customers, service users or members of the public, in particular the security, justice and public services sectors.

Course Outcomes

This course gives learners the opportunity to:

Develop knowledge related to managing and defusing conflict situations
Achieve a nationally-recognized Level 2 qualification
Develop their own personal growth and engagement in learning

What's Next?

Learners who have achieved this award can progress to a wide range of qualifications relating to the public services, justice and security sectors.

These include BTEC Specialist qualifications at Level 2, such as the Pearson BTEC Level 2 Award in Disengagement and Physical Intervention Skills (QCF), the Pearson BTEC Level 2 Award in Security Guarding (QCF) or the Pearson BTEC Level 2 Award in Door Supervision (QCF), and Pearson BTEC Nationals or Higher Nationals in Public Services.

Learners can also progress to employment in the public services, justice or security sector.

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Course duration

Half Day – 3.5 Hours

Full Day – 7 Hours

Course learners

16 Per Course

Course Objectives

Upon completing the course delegates will:

Know how communication can be used to solve problems and reduce the likelihood of conflict
State the importance of viewing a situation from the customer’s perspective
Identify strategies that can be used to solve problems
Recognize factors that can trigger an angry response in others
State how to apply dynamic risk assessment to a conflict situation
Identify the stages of escalation in conflict situations
State the importance of following employer policies and guidance in conflict situations
Identify measures that can reduce risks for people who may be involved in conflict situations

Recognize how to use non-verbal communication in emotive situations
Know how to overcome communication barriers in emotive situations
Defuse emotive conflict situations
Identify how to work with colleagues to de-escalate conflict situations
State the importance of providing exit routes and space when dealing with an angry person
Identify the benefits of reflecting on and learning from conflict situations
See the benefit of sharing good practice and contributing to solutions to recurring problems
State the importance of addressing help and support following an incident

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