Level 2 Award for Conflict Management (RQF)
Course Overview
The Level 2 Award in Conflict Management (RQF) is designed for individuals who may encounter conflict situations in their roles. It is applicable across various areas, including interactions with customers, service users, and the public. This qualification explores how effective communication can resolve issues and minimize the chance of conflict. It also addresses the factors that influence human behaviour during conflicts, methods to assess and mitigate risks, and best practices to adopt following conflict situations.
Learner Entry Requirements
To enroll in this qualification, learners must be at least 16 years old. A good command of the English language is essential to understand and complete the recommended assessment methods. There are no additional prerequisites for this qualification.
Qualification Structure
Unit 1: Managing conflict in the workplace when engaging with customers, service users, or the public.
Topic You Cover
- Understand how communication can be utilized to address problems and minimize the chances of conflict.
- Recognize the factors that shape human reactions in conflict scenarios.
- Learn how to evaluate and mitigate risks in conflict situations.
- Develop effective communication skills to de-escalate conflicts in emotionally charged circumstances.
- Identify best practices to implement after a conflict situation.
Learners will:
- Understand how communication helps solve problems and reduces the likelihood of conflict.
- Recognize the factors influencing human responses in conflict situations.
- Learn to assess and lower risks during conflicts.
- Acquire skills to communicate effectively and de-escalate conflicts in emotional situations.
- Know the recommended practices to follow after a conflict.
Assessment & Multiple Choice Question
Managing conflict in the workplace when interacting with customers, service users, or the public is a key focus of this unit. Assessment is conducted through an externally set and marked multiple-choice question paper. You will need to answer 30 multiple-choice questions within 45 minutes, with a pass mark requiring at least 21 correct answers.
Examination Resits
We follow a NO PASS – NO RETAKE FEE policy, meaning you can retake the exam once at no additional cost if you don’t pass. Our comprehensive course covers everything you need to know for the exams, and our experienced trainers are dedicated to preparing you for test success.
SIA Examination Requirements
To participate in the course and examination, you must bring:
Two passport-sized, high-quality color photographs meeting passport standards. The photos should show no headgear (unless for religious reasons) or sunglasses.
One item from Group A and two items from Group B.
Group A
- A signed, current, and valid passport.
- A photocard driving license and its paper counterpart issued by the DVA in Northern Ireland.
- A photocard driving license issued by the DVLA in the UK.
- A UK original birth certificate issued within 12 months of birth.
- A UK biometric residence permit card.
Group B
- A bank or building society statement from the last 3 months. (Two statements are acceptable if issued by different banks or building societies.)
- A utility bill from the last 3 months (acceptable types include gas, electric, telephone landline, water, satellite TV, or cable TV bills, but not mobile phone bills).
- A valid UK firearms license with a photo.
- A signed, valid UK paper driving license.
- A marriage or civil partnership certificate, with a translation if not in english.
- A P45 or P60 tax statement issued within the last 12 months.
- A second bank or building society statement issued to your current address within the last 3 months.
- A mortgage statement issued within the last 12 months.
- A pension, endowment, or ISA statement issued within the last 12 months.
- A letter from HM Revenue & Customs, the Department for Work and Pensions, Employment Service, or a local authority issued within the last 3 months. Multiple letters are allowed if issued by different government departments or local authorities.
- A credit card statement sent to your current address within the last 3 months. Multiple statements are acceptable if issued by different providers.
- A second credit card statement from a different provider.
- A Council Tax statement issued within the last 12 months.
- A child benefit book issued within the last 12 months.
Important Note
Failure to bring valid, original identification and the required photographs as specified will result in your removal from the course and the inability to take the examination.