Conflict Management

Conflict Management

Introduction

The qualification has been designed to provide conflict management skills to anyone working in a customer facing role, deals with service users or the public in general.

It is applicable to a wide range of sectors, and can be taken by anyone requiring a better understanding of how to prevent conflict from arising, or would like to feel more confident in being able to deal with challenging situations.

Units / Modules

• 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

• Good practice to follow after conflict situations

How Will You Be Assesed?

Multiple-choice examination

Entry Requirements

We recommend learners are a minimum of 16 years of age. Learners, whatever their age, are physically capable of completing the practical assessment. It is also advised that learners have a minimum of Level 1 in English.