BTEC Level 2 Award in Conflict Management, Resolution and De-escalation (QCF)

Course Title: BTEC Level 2 Award in Conflict Management, Resolution and De-escalation (QCF)     Add Course to My Folder

Category: Challenging Behaviour / Aggression / Anger

Price: £145 + VAT

Duration: 14 hours (7 hours distance learning)

Format: On Site (ie at your work place)

Minimum Participants: 6

Maximum Participants: 12

Level: Qualifications and Credits Framework (QCF) L2

Certificate: Certificate of Achievement (Assessed by Provider, Externally Certificated)

Provider: Intelligensa

Course Description

1. This unit is aimed at people who need a knowledge of conflict management when dealing with conflict with customers, service users or the public.
2. This unit covers how to avoid and manage conflict situations. It is applicable in a range of roles where there is direct contact with customers, service users or the general public.
3. The unit includes how communication skills can be used both to avoid conflict and to resolve problems once conflict has been defused. It then considers the factors that influence human responses in a conflict situation, for example triggers and inhibitors, and moves on to ways in which to assess and reduce risks in conflict situations.
4. The unit also covers how communication skills can be used to de-escalate conflict and post-incident issues, such as support and the importance of sharing good practice.
Please contact us for further course information.
Intelligensa are members of The Institute of Conflict Management.


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