The Conflict Management  training (RQF) is designed for individuals who may encounter conflict situations in their roles. It is applicable across various areas, including interactions with customers, service users, and the public. This qualification explores how effective communication can resolve issues and minimize the chance of conflict. It also addresses the factors that influence human behaviour during conflicts, methods to assess and mitigate risks, and best practices to adopt following conflict situations.

Learner Entry Requirements

To enroll in Conflict management qualification, learners must be at least 16 years old. A good command of the English language is essential to understand and complete the recommended assessment methods. There are no additional prerequisites for this qualification.

Qualification Structure

Unit 1: Managing conflict in the workplace when engaging with customers, service users, or the public.

Topic You Cover

1. Understand how communication can be utilized to address problems and minimize the chances of conflict.
2. Recognize the factors that shape human reactions in conflict scenarios.
3. Learn how to evaluate and mitigate risks in conflict situations.
4. Develop effective communication skills to de-escalate conflicts in emotionally charged circumstances.
5. Identify best practices to implement after a conflict situation.

Learners will:

• Understand how communication helps solve problems and reduces the likelihood of conflict.
• Recognize the factors influencing human responses in conflict situations.
• Learn to assess and lower risks during conflicts.
• Acquire skills to communicate effectively and de-escalate conflicts in emotional situations.
• Know the recommended practices to follow after a conflict.

Assessment & Multiple Choice Question

Managing conflict in the workplace when interacting with customers, service users, or the public is a key focus of this unit. Assessment is conducted through an externally set and marked multiple-choice question paper. You will need to answer 30 multiple-choice questions within 45 minutes, with a pass mark requiring at least 21 correct answers.

Conflict Management Course Examination Resits

We follow a NO PASS – NO RETAKE FEE policy, meaning you can retake the exam once at no additional cost if you don’t pass. Our comprehensive course covers everything you need to know for the exams, and our experienced trainers are dedicated to preparing you for test success.

Important Note