Highfield Level 2 Award in Conflict Management
Introduction
Give Yourself or Your staff the skills to resolve conflict effectively and respectfully.
Not all customer facing roles are the same, and sometimes dealing with the public can have its challenges, particularly when handling issues and complaints.
The Highfield Level 2 Award in Conflict Management (RQF) has been designed to provide conflict management skills to anyone working in a customer facing role, deals with service users or the public in general.
Course Objectives
It is applicable to a wide range of sectors, and can be taken by anyone requiring a better understanding of how to prevent conflict from arising, or would like to feel more confident in being able to deal with challenging situations.
The objective of the qualification is to:
• Support a role within the workplace, especially those that have a customer facing role and
deal with service users and/or the public; and
• Provides learners personal growth and engagement in learning
Course Structure
Topics covered:
- how communication can be used to solve problems and reduce the likelihood of conflict
- the factors that influence human responses in conflict situations
- how to assess and reduce risks in conflict situations
- how to communicate effectively and de-escalate conflict in emotive situations
- good practice to follow after conflict situations
Course Duration
The course run over 16 hours of training; one online, distance-learning theory part followed by one full presential day of practicals.
Entry Criteria
There are no formal qualifications required to participate. Nevertheless, The entry is open to all learners that satisfy this minimum requirements:
- A good command of English, French or Italian language either spoken, read and written
Course Delivery
The course is a mixed/blended combination of online theory (completed before arriving for the class/practical components) and practicals excersise. Realistic simulations and role plays.
Course Assessment
Assessment takes the form of:
- A final official written examination
- Skills demonstrations
- Realistic simulations
Course Languages
Italian, English or French
Course Location
Forte Mondascia base, Biasca, Tessin CH (for groups, this course can be planned and run to Your own venue)
What is Included
Online/Classroom/Practical course, luch during the course.
Certification
Successful completion leads to the following Certification:
- Highfield Level 2 Award in Conflict Management
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