Awareness of Conflict Management Level 2

Module 1

Know how communication can be used to minimise the risk of conflict

1. Explain how positive communication can minimise the risk of conflict
2. State how managing expectations can minimise the risk of conflict
3. Describe the difference between assertiveness and aggression
4. State the importance of viewing a situation from the customer’s perspective
5. Describe strategies that can be used to solve problems

Know what influences human response in conflict situations

1. Illustrate human responses to emotional or threatening situations
2. Describe factors that can trigger an angry response in others
3. Describe factors that can inhibit an angry response in others

Know how to assess and reduce risks in conflict situations

1. Identify the stages of escalation in conflict situations
2. State how to apply dynamic risk assessment to a conflict situation
3. State the importance of following employer policies and guidance in conflict situations
4. Identify measures that can reduce risks for people who may be involved in conflict situations

Know how to communicate effectively and de-escalate conflict in emotive situations

1. Describe how to use non- verbal communication in emotive situations
2. Explain how to overcome communication barriers in emotive situations
3. Identify ways to defuse emotive conflict situations
4. Explain how to work with colleagues to de-escalate conflict situations
5. State the importance of providing exit routes and space when dealing with an angry person

Know good practice to follow after conflict situations

1. State the importance of accessing help and support following an incident
2. State the benefits of reflecting on and learning from conflict situations
3. Describe the benefits of sharing good practice and contributing to solutions to recurring problems

Cost – Including Assignment Workbook and Resources:

• £50 per person