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Generic Conflict Management ONLY £80

HABC Level 2 in Conflict Management.

This course is ideal for anybody working in customer facing roles or anyone who deals with angry, aggressive or demanding customers or service users. It is also ideal for people working in the care or education sector.

The course raises participants' understanding of the background to conflict and the contribution they can make to either calming or de-escalating the confrontation.

During the training day participants learn and practice key skills to build their confidence to maintain composure whilst de-escalating customer conflict.

Subjects that need to be covered by the delegate to achieve the conflict management qualification include legislation, clear communication, proactive service delivery, situation assessment and managing unrealistic expectations. There are a number of benefits that businesses can receive by putting forward candidates for this qualification. One of these benefits includes improved customer service levels.

The qualification comprises of 1 mandatory unit:

Unit 1 - Generic Conflict Management.

Assessment.

Unit 1 - Generic Conflict Management.

  • Communicate to solve problems and reduce the potential for conflict
  • Identify the factors that influence human responses in conflict situations
  • Assess and reduce risks in conflict situations
  • Communicate effectively and de-escalate conflict in emotive situations
  • Use good practice after conflict situations

Unit 1 Exam.

  • 30 question multiple choice examination paper
  • Successful candidates must achive a score of at least 20 out of 30
  • Examiniation duration 1 hour