The HABC Level 2 Award in Conflict Management has been developed to meet the requirements of 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.

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Learning Outcomes – The learner will

  • Know how communication can be used to solve problems and reduce the likelihood of conflict 
  • Know the factors that influence human responses in conflict situations 
  • Know how to assess and reduce risks in conflict situations 
  • Know how to communicate effectively and de-escalate conflict in emotive situations
  • Know good practice to follow after conflict situations

Assessment Criteria – The learner can

  • State the importance of positive communication as a way of reducing the likelihood of conflict
  • Identify how managing customer expectations can reduce the likelihood of conflict
  • Identify the differences between assertiveness and aggression
  • State the importance of viewing a situation from the customer’s perspective
  • Identify strategies that can be used to solve problems
  • Identify human responses to emotional or threatening situations
  • Identify factors that can trigger an angry response in others
  • Identify factors that can inhibit an angry response in others
  • Identify the stages of escalation in conflict situations
  • State how to apply dynamic risk assessment to a conflict situation
  • 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
  • Identify how to use non-verbal communication in emotive situations
  • Identify how to overcome communication barriers in emotive situations
  • Identify ways of defusing 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
  • State the importance of accessing help and support following an incident
  • Identify the benefits of reflecting on and learning from conflict situations
  • Identify the benefits of sharing good practice and contributing to solutions to recurring problems

Course Duration: One Day (Followed by assessment-Multiple Choice)

Fee includes: Course Books, Registration and Certification

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