Learn How To Safely Deal With Conflicts in the Workplace and how to manage bad situations.
CPD Certified Provider of Training Excellence Online Training Approved by Skills for Care

Conflict Management Level 2 (VTQ) at a glance

  • 3-year nationally recognised certificate
  • 1 hour and 26 minutes of engaging video training
  • Video access for 8 months
  • Printable wall certificate
  • CPD time credit conformation
  • Includes manual & other downloads
  • Free weekly video refresher
  • Evidence Based Training certificate
£24.95 + VAT
Group Rates also available

Conflict resolution is conceptualised as the methods and processes involved in facilitating the peaceful ending of conflict. There are many professions and vocations that individuals can be placed in a potential conflict situation that with the correct handling can be dealt with in a calm professional manner. On this course, you will learn how to identify that a situation could arise and how to deal with it to avoid conflict. 

This course is aimed at anyone who can be placed in a potential conflict situation and you will learn how to defuse it safely and work towards a positive outcome.

You can learn using our video online training or if you prefer, we offer face to face training at your workplace nationwide.  Contact us for more details or to book.

The content of this and all our courses has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines and come with a Certified CPD Statement as well as a ProTrainings Certificate and for online courses an Evidence Based Learning statement.

  • Reception workers
  • Nurses
  • Doctors
  • Care workers
  • Police
  • Social workers
  • School workers and teachers
  • Hospital staff
  • Public transport
  • Sales staff
  • Employees and employers where conflict is possible

This course comes with 3.0 hrs (6.0 class) of CPD, although the time to complete the course online may be less than this. Total course time includes 1 hour and 26 minutes of video training as well as knowledge reviews, final test, remedial help and reviewing downloaded material.

The content of this and all our courses has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines and come with a Certified CPD Statement as well as a ProTrainings Certificate and for online courses an Evidence Based Learning statement.

For full details of the online course content please visit our Conflict Management Training site.

Learning Outcome Assessment Criteria

The learner will: The learner can:

1. Know how communication can be used to solve problems and reduce the likelihood of conflict

1.1. State the importance of positive communication as a way of reducing the likelihood of conflict
1.2. Identify how managing customer expectations can reduce the likelihood of conflict
1.3. Identify the differences between assertiveness and aggression
1.4. State the importance of viewing a situation from the customer’s perspective
1.5. Identify strategies that can be used to solve problems

2. Know the factors that influence human responses in conflict situations

2.1. Identify human responses to emotional or threatening situations
2.2. Identify factors that can trigger an angry response in others
2.3. Identify factors that can inhibit an angry response in others

3. Know how to assess and reduce risks in conflict situations

3.1. Identify the stages of escalation in conflict situations
3.2. State how to apply dynamic risk assessment to a conflict situation
3.3. State the importance of following employer policies and guidance in conflict situations
3.4. Identify measures that can reduce risks for people who may be involved in conflict situations

4. Know how to communicate effectively and de-escalate the conflict in emotive situations

4.1. Identify how to use non-verbal communication in emotive situations
4.2. Identify how to overcome communication barriers in emotive situations
4.3. Identify ways of defusing emotive conflict situations
4.4. Identify how to work with colleagues to de-escalate conflict situations
4.5. State the importance of providing exit routes and space when dealing with an angry person

5. Know good practice to follow after conflict situations

5.1. State the importance of accessing help and support following an incident
5.2. Identify the benefits of reflecting on and learning from conflict situations
5.3. Identify the benefits of sharing good practice and contributing to solutions to recurring problems

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Why do I need accredited training courses?

Whether you are employed, running a business or taking training for other reasons, you need to ensure the course is trustworthy and will pass due diligence checks.  Taking courses that are accredited gives you peace of mind of the quality, compliance and that your certificate will be accepted. Choosing ISO companies to ensure they are externally verified.

What is CPD and why is having Certified CPD important?

CPD stands for Continuous Professional Development and is required in many business sectors. Even if you do not require a set CPD credit level, having Certifed CPD ensures the quality of training. ProTrainings are the highest gold standard of CPD ensuring that all courses are externally verified and mapped to the highest levels.

What is "SCORM ready" and will courses run on a LMS?

SCORM Ready means that online courses can run on any compatible Learning Management System (LMS). SCORM courses run seamlessly on your existing LMS system without a separate login so staff only login using the existing company system. ProTrainings online courses have an advanced SCORM ready system to give more features than any other company.

Are courses all online or can I take a blended or class case locally?

Most of our courses are available as online or classroom-based at a training centre locally.  We can also send an instructor to your business to save travel and tailor the course to your business.  To save time and money you can take most courses in a blended format with online and class training.

I want to complete a short practical module after completing the online course, is this possible?

We have a network of over 1000 approved and monitored instructors to deliver a short skill training session nationwide or we can come to your workplace to deliver the training. This blended training saves class time and provides the same qualification. Contact us on 01206 805359 to discuss your options.

Do I receive a certificate after completing your online training?

Yes, when you complete the online course you will be able to download and print a compliant completion certificate, evidenced-based learning statement to confirm course content and a certified CPD statement. There is no extra charge for the certificate.  You can also buy a printed certificate to be posted to you for a small extra fee.

What training courses do you offer and how are they delivered?

We offer a full range of training courses across all business sectors as video online, blended and nationwide at your business or our local training centres. With over 300 courses you can learn at a time and place that meets your busy schedules and save money on travel and costs away from the office.

What People are Saying

“Excellent information, easy to use.”

- Michael, Petrol Station from Berkshire

“Very good and very easy to understand, would definitely recommend to others.”

- Nevada Delawrence, Shop Assistant from Cheshire
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