iCQ Level 2 Award in Conflict Management

Overview

A qualification that introduces the principles of managing and resolving conflict in the workplace. It covers topics such as recognising the causes of conflict, effective communication techniques, and strategies for de-escalating challenging situations. The course is suitable for individuals working in customer-facing or care roles, as well as anyone who may need to manage difficult interactions as part of their job.

Units & Modules

- Know how communication can be used to minimise the risk of conflict | - Know what influences human response in conflict situations | - Know how to assess and reduce risks in conflict situations | - Know how to communicate effectively and de-escalate conflict in emotive situations | - Know good practice to follow conflict situations

Assessment

The qualification will be assessed by a portfolio of evidence. Your personal assessor will conduct monthly meetings via Teams to review and develop your progress towards the qualification. | All assessments need to be passed, and each will directly assess the knowledge, skills and behaviours of the qualification.