Conflict Management

The Highfield Level 2 Award in Conflict Management (RQF) 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.

Topics covered:

• 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 conflict situations.