Who is this qualification for?
This qualification is aimed at 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.
How long will it take?
To complete this qualification, learners should expect to undertake a total qualification time (TQT) of 16-hours and of this 11-hours is recommended as guided learning (GL).
These include 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 and good practice to follow after conflict situations.
Aims of the Training Course
By the end of this course learners will:
- Recognise the different types and common causes of conflict.
- Know who is at risk of conflict and what negative impact conflicts have on a workplace.
- Understand how the law relates to conflict management.
- Be capable of carrying out a conflict risk assessment and identifying conflict risks.
- Be familiar with the various strategies and methods used to prevent conflicts from occurring or escalating in the workplace.
- Have a thorough understanding of the various ways to deal with confrontations and ongoing conflicts, including forms of alternative dispute resolution such as mediation.
The assessment is taken on completion of the training material. You will under take a test paper consisting of 30 multiple-choice questions with a pass mark of 80%. The answers are marked automatically so you will instantly know whether you have passed.