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Level 2 Award in Conflict Management
Communication to minimise the risk of conflict
Know how communication can be used to minimise the risk of conflict
Managing expectations can minimise the risk of conflict
Describe the difference between assertiveness and aggression
The importance of viewing a situation from the customer's perspective
Strategies that can be used to solve problems
Demostrate Your Knowledge Of This Section
What influences human response in conflict situations
Human responses to emotional or threatening situations
Factors that can trigger an angry response in others
Factors that can inhibit an angry response in others
Demonstrate Your Knowledge Of This Section
How to assess and reduce risks in conflict situations
The stages of escalation in conflict situations
How to apply dynamic risk assessment 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
Demonstrate Your Knowledge Of This Section
How to communicate effectively and de-escalate conflict in emotive situations
How to use non- verbal communication in emotive situations
How to overcome communication barriers in emotive situations
Ways to defuse emotive conflict situations
How to work with colleagues to de-escalate conflict situations
The importance of providing exit routes and space when dealing with an angry person
Demonstrate Your Knowledge Of This Section
Know good practice to follow conflict situations
The importance of accessing help and support following an incident
The benefits of reflecting on and learning from conflict situations
The benefits of sharing good practice and contributing to solutions to recurring problems.
Demonstrate Your Knowledge Of This Section
The importance of viewing a situation from the customer's perspective
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