Conflict Management

Level 2 Certificate in Conflict Management


Incidents of violence, aggression and abuse towards those working in customer facing roles in both the public and private sectors are on the increase.

The City & Guilds Level 2 Certificate in Conflict Management is designed to provide learners with the basic understanding and skills to deal effectively with instances of workplace violence and aggression.

Course Content

Health & Safety Employment Law Criminal Law Risk Assessments
HSWA 1974;
Management of Health and Safety at Work Regulations 1999;
RIDDOR 1995.
The Employment Rights Act 1996;
Employee rights;
Withdrawing Services.
Human Rights Act;
Use of Force;
Criminal Law Act 1967;
PACE 1984;
Risk assessments;
Risk Reduction;
Avoiding Conflict;
Fight or Flight.
Communication Understanding Anger Customer Care Management of Workplace Violence
Communication Barriers;
Body Language;
Aggressive Body Language;
Signalling Non Aggression.
Stimulus & Response;
Managing customer expectations;
Positive communication;
Customer Expectations;
Reporting an incident;
Personal reactions;
Sharing Good Practice;
Personal Action Plans.
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