LEVEL 2 CONFLICT MANAGEMENT

Course Details:

• Qualification: Highfield Level 2 Award in Conflict Management (RQF)
• Duration: 2 Days
• Timings: 09:00 – 17:00
• Location: Close Protection Academy, Stratford, East London
• Assessment: E-assessment (multiple-choice questions)

• Price: £150.00 inc. VAT

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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 participants 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. It is officially accredited by the Highfield Awarding Body for Compliance (HABC), guaranteeing quality and industry recognition across a wide range of sectors.

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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.

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Course Content:

• Managing Conflict in the Workplace (when dealing with customers, service users, or the public).
• Effective Communication to solve problems and reduce the likelihood of conflict.
• Factors that Influence Human Responses in conflict situations (physiological/psychological effects).
• Assessing and Reducing Risks in conflict situations (Personal Safety and Risk Assessment).
• De-escalation Techniques and effective communication in emotive situations.
• Legal and Post-Incident Considerations (good practice to follow after conflict situations).

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Entry Requirements:

• Learners must be 18+ years old.
• Must be able to communicate fluently in spoken and written English.
• No prior qualifications are required.

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What to Bring:

• One form of valid photographic identification, such as:
  • Valid passport (any nationality)
  • UK photocard driving licence
  • Valid SIA licence
  • Warrant card issued by HM Forces or the Police