Conflict Management Level 2 Logo

Conflict Management Level 2

Conflict Management

Conflict Management Level 2 at a glance

  • 3-year nationally recognised certificate
  • 1 hour and 26 minutes of engaging video training
  • Video access for 8 months
  • Printable wall certificate
  • CPD time credit conformation
  • Includes manual & other downloads
  • Free weekly video refresher
  • Evidence Based Training certificate
£24.95 + VAT

Sample Video: Introduction to Conflict Management

Conflict resolution is conceptualised as the methods and processes involved in facilitating the peaceful ending of conflict. There are many professions and vocations that individuals can be placed in a potential conflict situation that with the correct handling can be dealt with in a calm professional manner. On this course, you will learn how to identify that a situation could arise and how to deal with it to avoid conflict. 

  • Reception workers
  • Nurses
  • Doctors
  • Care workers
  • Police
  • Social workers
  • Sales staff
  • Employees and employers where conflict is possible

This course comes with 4.0 hrs (7.0 class) of CPD, although the time to complete the course online may be less than this. Total course time includes 1 hour and 26 minutes of video training as well as knowledge reviews, final test, remedial help and reviewing downloaded material.

The content of this and all our courses has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines and come with a Certified CPD Statement as well as a ProTrainings Certificate and for online courses an Evidence Based Learning statement.

Learning Outcome Assessment Criteria

The learner will: The learner can:

1. Know how communication can be used to solve problems and reduce the likelihood of conflict

1.1. State the importance of positive communication as a way of reducing the likelihood of conflict
1.2. Identify how managing customer expectations can reduce the likelihood of conflict
1.3. Identify the differences between assertiveness and aggression
1.4. State the importance of viewing a situation from the customer’s perspective
1.5. Identify strategies that can be used to solve problems

2. Know the factors that influence human responses in conflict situations

2.1. Identify human responses to emotional or threatening situations
2.2. Identify factors that can trigger an angry response in others
2.3. Identify factors that can inhibit an angry response in others

3. Know how to assess and reduce risks in conflict situations

3.1. Identify the stages of escalation in conflict situations
3.2. State how to apply dynamic risk assessment to a conflict situation
3.3. State the importance of following employer policies and guidance in conflict situations
3.4. Identify measures that can reduce risks for people who may be involved in conflict situations

4. Know how to communicate effectively and de-escalate conflict in emotive situations

4.1. Identify how to use non-verbal communication in emotive situations
4.2. Identify how to overcome communication barriers in emotive situations
4.3. Identify ways of defusing emotive conflict situations
4.4. Identify how to work with colleagues to deescalate conflict situations
4.5. State the importance of providing exit routes and space when dealing with an angry person

5. Know good practice to follow after conflict situations

5.1. State the importance of accessing help and support following an incident
5.2. Identify the benefits of reflecting on and learning from conflict situations
5.3. Identify the benefits of sharing good practice and contributing to solutions to recurring problems

  • Adult CPR Flowchart handout/poster
  • CQC website
  • Child CPR Flowchart handout/poster
  • Dechoker Leaflet - for emergency choking treatment
  • Free student first aid program leaflet
  • How to use the Dechoker in emergency choking treatment poster
  • Independent Safeguarding Authority web link
  • Infant CPR Flowchart handout/poster
  • LifePoint AED Leaflet - Full feature for just £795 plus VAT
  • Link to our Concussion ad Brain injury course in association with Headway, a head injury charity
  • Sign up for free Student First Aid - use code SCH-376-61-571
  • Visit the First Aid Show free for first aid and medical videos