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.
|Health & Safety||Employment Law||Criminal Law||Risk Assessments|
Management of Health and Safety at Work Regulations 1999;
|The Employment Rights Act 1996;
|Human Rights Act;
Use of Force;
Criminal Law Act 1967;
Fight or Flight.
|Communication||Understanding Anger||Customer Care||Management of Workplace Violence|
Aggressive Body Language;
Signalling Non Aggression.
|Stimulus & Response;
|Managing customer expectations;
|Reporting an incident;
Sharing Good Practice;
Personal Action Plans.