Highfield Level 2 Award in Conflict Management (RQF)
This qualification:
• allows the individuals who require training in ‘conflict management’ to meet the requirements.
• provides support for those at work who face with customers and deal with service users and/or the public.
• can be of use to individuals who strive to learn more about how to prevent conflict situations, and who would like to enhance their confidence in dealing with conflict situations should they arise.
This is a one-day course assessed by a multiple-choice test that lasts one hour and requires 20 correct answers out of 30 to pass the course and achieve the certification.
During the course we are going to:
• discuss how communication can be used to solve problems and reduce the chances of conflict. We will focus on the importance of positive communication, managing customer expectations, the differences between assertiveness and aggression, the importance of viewing a situation from the customer’s perspective and strategies that can be used to solve problems.
• look into the factors that influence human responses in conflict situations. We will examine
responses to emotional or threatening situations, factors that can trigger or inhibit an angry response in others.
• tell how to assess and reduce risks in conflict situations. We will look into the stages of escalation in conflict situations, dynamic risk assessment applied to a conflict situation, the importance of following employer policies and guidance in conflict situations, measures that can reduce risks for people who may be involved in conflict situations.
• discuss how to communicate effectively and de-escalate conflict in emotive situations. We will focus on non-verbal communication in emotive situations, overcoming communication barriers in emotive situations, defusing emotive conflict situations, working with colleagues to de-escalate conflict situations, providing exit routes and space when dealing with an angry person.
• share good practice to follow conflict situations, including accessing help and support following an incident, the benefits of reflecting on and learning from conflict situation as well as sharing good practice and contributing to solutions to recurring problems.
A.D Training Solutions Ltd translated C.O.S.H.H, Health and Safety and Induction material into Polish for us here at Halifax Hall Hotel, which is part of the University of Sheffield.
They made a superb job of all the documents and turned a training problem around for us.
Very professional and helpful.
Thank you Dale and Aga.