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Highfield Level 2 Award in Conflict Management


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.



Successful completion leads to the following Certification:

  • Highfield Level 2 Award in Conflict Management

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