Level 2 Award in Conflict Management (RQF)

Qualification Details

Equip staff with the skills to manage conflict effectively and with respect.

Customer-facing roles vary widely, and interacting with the public can sometimes be challenging, especially when addressing issues and complaints.

The Level 2 Award in Conflict Management (RQF) is designed to provide essential conflict resolution skills for individuals in customer-facing positions or those who regularly interact with service users or the public.

This qualification is relevant across various sectors and is ideal for anyone looking to improve their ability to prevent conflict or build confidence in handling difficult situations.

Topics covered:

Using Communication to Solve Problems and Minimize Conflict Effective communication plays a crucial role in resolving issues and reducing the chance of conflict. Open dialogue allows for clear understanding, encourages collaboration, and helps find solutions that satisfy all parties involved.

Factors Influencing Human Responses During Conflict Human reactions to conflict are shaped by several factors, including emotional state, personal experiences, cultural background, and perceived threats. Recognizing these influences can help manage conflict more effectively.

Assessing and Mitigating Risks in Conflict Situations To assess and lower risks in conflict scenarios, it’s essential to evaluate the potential for harm or escalation. Identifying triggers, understanding the environment, and staying aware of emotional tensions can help take preventative measures to reduce risks.

Effective Communication and Conflict De-escalation in Emotional Situations In emotionally charged situations, calm and clear communication is key to de-escalating conflict. Active listening, empathetic responses, and maintaining a non-confrontational tone help diffuse tension and foster cooperation.

Best Practices Following a Conflict After a conflict has been resolved, it’s important to reflect on the situation, identify lessons learned, and, if needed, restore relationships. Following up with affected parties to ensure long-term resolution and addressing any lingering concerns can help maintain harmony.