Edexcel Level 2 Award - Management of Conflict

Course review:

At the end of the course attendees will be able to:

Understand the principles of conflict management appropriate to their roles:

• State the importance of positive and constructive communication to avoid conflict
• Identify the importance of employer policies, guidance and procedures relating to workplace violence
• Identify factors that can trigger an angry response in others
• Identify factors that can inhibit an angry response in others
• Identify how managing customer expectations can reduce the risk of conflict
• Identify human responses to emotional and threatening situations

Understand how to recognise, assess and reduce risk in conflict situations:

• Identify the stages of escalation in conflict situations
• Explain how to apply dynamic risk assessment to a conflict situation

Understand how to communicate effectively in emotive situations and de-escalate conflict

• State how to use non-verbal communication in emotive situations
• Identify how to overcome communication barriers
• Identify the differences between assertiveness and aggression
• Identify ways of defusing emotive conflict situations
• Identify appropriate approaches to take when confronting unacceptable behaviour
• Identify who to work with colleagues to de-escalate conflict situations
• State the importance of positioning and exit routes

Understand how to develop and use problem solving strategies for resolving conflict

• State the importance of viewing the situation from the customers perspective
• Identify strategies for solving problems
• Identify win-win approaches to conflict situations

Understand good practice to follow after conflict situations:

• State the importance of accessing help and support following an incident
• State the importance of reflecting on an learning from conflict situations
• Identify the importance of sharing good practice
• State the importance of contributing to solutions to re-occuring problems