AAA Safety Training

AAA Safety Training

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Level 2 Award in Conflict Management

Course Description

MP9003167685b15d_278_172The HABC Level 2 Award in Conflict Management is normally delivered over two days course, which provides a more in-depth examination of the issue of Conflict Management and Personal Safety and leads, on successful completion, to a recognised Level 2 award. The course has been designed for a wide range of sectors and is suitable for anyone who has a customer facing role, deals with service users or the public. It can also be a useful qualification for individuals who would like a better understanding of how to prevent conflict situations from arising and feel more confident in being able to deal with situations if they arise.

On completion of the course staff will have the knowledge to heighten their awareness of the potential risk of aggression and violence that they may face in their workplace. The course is then designed to equip them with the skills and knowledge required to enable them to confidently deal with and defuse such incidents of customer conflict. The training is in accordance with the Nationally Approved Conflict Resolution Model and is a mixture of both theoretical and practical scenario based training. This approach allows the students, both to acquire the knowledge and also practice its implementation in a realistic yet safe training environment. This approach has been found to be extremely useful in reinforcing learning and building confidence.

Who Will Benefit

The course is ideally suited for those employees who have direct interface with the customer. It is particularly suitable for those staff who work in customer service environments, which by their very nature are inherently stressful.

Course Duration

The Level 2 Award in Conflict Management course is an intensive training event with a mixture of theory and practical activities.

Course Syllabus

Examples of the subjects covered on the course are detailed below:

  • Course introduction and Introduction to workplace violence
  • Legislation and Employment Law
  • Assessment and reduction of risk
  • Conflict avoidance
  • Communication Skills
  • Signaling Non-Aggression
  • De-escalating Situations
  • High Risk Conflict & Exit Strategies
  • Post Incident Support
  • Practical Scenario Training

As previously mentioned if your organisation has a specific area of training that is not included, or you require a more in-depth session, then we can accommodate you by providing additional training in that particular subject area.

Course Outcomes

On successful completion of the course students will be better able to:

  • Recognise the various stages of conflict and aggression.
  • Use appropriate techniques to prevent escalation.
  • Use verbal and non verbal communication to resolve confrontational situations.
  • Maintain their composure and deal effectively with customers in difficult situations.
  • Understand and manage conflict “flash-points”.
  • Risk assess situations and decide on effective exit strategies.
  • Assessment

Assessment is by a 30 question multiple choice examination paper.

Certification

Subject to successful assessment, participants will be issued with a Level 2 Award in Conflict Management.

Numbers

The courses by the nature of their subject content are intensive and require students to be fully participative, particularly in the practical sessions. It is for these reasons that numbers are restricted to a maximum of fourteen students per course. Students should be aged 16 or over.

Location

We are able to deliver this course at your location, thus reducing your costs in respect of additional time out and travelling.

Cost

Please refer to the Course Price List for full details of the cost of this course.

Training can be conducted Off-site at a training venue organised by AAA Safety Training. The charge for such training will be subject to a number of factors e.g. location. Please contact AAA Safety Training to discuss your requirements.

 

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