• Support roles in the workplace, particularly those in customer-facing positions that interact with service users or the public.
• Foster personal growth and engagement in learning.

This qualification equips learners with essential knowledge and understanding of conflict management. It is also valuable for individuals seeking to better understand how to prevent conflicts and gain confidence in handling conflict situations effectively.

COURSE LEARNING MATERIAL INCLUDES:

This course is designed to equip you with the skills to manage workplace conflict when dealing with customers, service users, or the public, covering topics such as:

• Understanding how communication helps resolve problems and prevent conflict.
• Recognising factors that influence human reactions in conflicts.
• Learning to assess and minimise risks during conflicts.
• Mastering effective communication to de-escalate tense situations.
• Following best practices after a conflict occurs.

REQIUREMENTS:

• Age 16+
• A minimum of Level 2 English Language Skills in reading, writing, listening and speaking.