HABC Level 2 Award in Conflict Management


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Level 2 Award in Conflict Management (RQF)

This qualification provides employees with a foundation in conflict resolution, with emphasis on the importance of personal safety to enable them to protect themselves in the face of confrontational behaviour.

Who needs this qualification? 

This qualification is aimed at individuals who require training in conflict management. It is appropriate for a wide range of sectors and is suitable for anyone who has a customer facing role or anyone who deals with service users and/or the public. Individuals will gain a better understanding of how to prevent conflict situations from arising an feel more confident in being able to deal with situations if they arise. 

Why is this training important? 

Work-related violence is on the rise and employers have a duty of care to provide a safe place of work. This is not easy in environments where the potential for conflict and aggression is high. 

Learning outcomes

Successful candidates will be able to: 

  • Know how to use communication to solve problems and reduce the likelihood of conflict
  • Understand the factors that influence human responses in conflict situations
  • Assess and reduce risks in conflict situations
  • Communicate effectively and de-escalate conflict in emotive situations
  • Follow good practice after conflict situations 


“Very interesting course. I now feel more confident handling confrontation in the workplace. As my role is customer facing I feel I will definitely have the opportunity to put my new skills into practice.”

Sally McDonald, Booth Centre


Our experienced and qualified trainers provide an interactive training experience to help delegates learn how to respond in a confrontational situation. Where possible Ouch will use real-life examples to demonstrate appropriate techniques to diffuse conflicts. 


Multiple choice examination


One day programme


In house courses available. Ratio of one trainer per 12 learners. 

Ofqual regulated

Yes. Qualification Number: 600/0670/5



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