Level 2 Conflict Management

Course overview

The Highfield Level 2 Award in Conflict Management (RQF) is a two-day course designed for anyone in a customer-facing role, dealing with service users, or the general public. It provides learners with the essential knowledge and understanding needed to prevent, de-escalate and resolve conflict situations safely and professionally. The qualification focuses on practical communication strategies, assessing risks and understanding human responses during conflict. The qualification is awarded by Highfield Qualifications and provides a nationally recognised qualification applicable across a wide range of sectors. Duration: 2 Days Timings: 09:00 – 16:30 Location: Close Protection Academy, Brentwood Assessment: E-assessment (multiple-choice questions). Who Is This Course For? Individuals in any customer-facing role (e.g., retail, customer service, healthcare) Personnel who deal with the general public or service users Anyone seeking a better understanding of how to prevent conflict and feel more confident when challenging situations arise

Syllabus / modules

• Managing Conflict in the Workplace
• Effective Communication to solve problems and reduce the likelihood of conflict
• Factors that Influence Human Responses in conflict situations
• Assessing and Reducing Risks in conflict situations
• De-escalation Techniques and effective communication in emotive situations
• Legal and Post-Incident Considerations