Level 2 Award in
Conflict Management
Level 2 Award
in Conflict Management (RQF)
Course aims
This qualification has been carefully developed for individuals employed in customer-facing or service-user-facing roles, where the ability to identify, understand, and respond to conflict is a critical component of effective service delivery. Learners will gain a comprehensive understanding of the contributing factors, early warning signs, and underlying causes that may lead to conflict situations.
Through a structured and practical approach, the qualification equips participants with the essential knowledge, techniques, and strategies required to confidently manage and de-escalate conflict without resorting to physical intervention.
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The programme emphasises the importance of positive communication, emotional intelligence, and dynamic risk assessment, enabling learners to maintain professionalism and composure in challenging circumstances.
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Applicable across a wide range of industries and workplace settings — including healthcare, education, retail, hospitality, and public services — this qualification supports career development by improving resilience, decision-making, and interpersonal skills.
Learning outcomes
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Understand the importance of positive communication as a way of reducing the likelihood of conflict.
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Recognise how managing customer expectations can reduce the likelihood of conflict through positive communication.
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Differentiate between assertiveness and aggression, including recognising the individual’s manner and behaviours.
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Appreciate the importance of viewing a situation from the customer’s perspective.
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Identify strategies that can be used to solve problems, including finding common ground through effective questioning.
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Understand human responses to emotional or threatening situations.
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Recognise factors that can trigger an angry response in others.
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Recognise factors that can inhibit an angry response in others, including cultural and personal values and beliefs, self-control, and the fear of consequences.
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Understand the stages of escalation in conflict situations, including frustration, anger, aggression, and violence.
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Apply dynamic risk assessment techniques to conflict situations.
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Use non-verbal communication effectively in emotive situations.
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Recognise the importance of providing exit routes and space when dealing with an angry person.
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Reflect on and learn from conflict situations to support professional development.
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Understand the benefits of sharing good practices and contributing to solutions for recurring problems.