Conflict Management 

Highfield Qualifications Level 2 Award in Conflict Management (RQF)

Conflict Management

Duration: 1 day

Maximum Candidates: TBA

Cost: £TBA​​


Who is this qualification for?

There has been a steady increase in the incident of violence, aggression, and verbal abuse towards people who work in a variety of roles across the public and private sectors.


This qualification aims to provide learners with the knowledge and skills to reduce the likelihood of abusive and threatening behaviour occurring within the workplace. It is appropriate for a wide range of sectors and is suitable for anyone who has a customer-facing role, deals with service users or the public. It can also be a useful qualification for individuals who would like a better understanding of how to prevent conflict situations from arising and feel more confident in being able to deal with situations if they arise.

Course accreditation

This qualification is awarded by Highfield Qualifications and sits on the Regulated Qualifications Framework (RQF). The RQF is a qualification framework regulated by Ofqual and CCEA Regulation.


The qualification is also supported by Skills for Security, the sector skills council for the security sector. It maps to National Occupational Standards (NOS): protect yourself from the risk of violence at work.

Managing Conflict in the Workplace.webp

Course Outcome 

  • Assess and reduce the risk of violence in the workplace

  •  Identify behaviours that indicate an escalation towards violence and take appropriate measures to avoid or calm and defuse the situation

  •  Identify post-incident support and report the circumstances to provide information for personal and organisational learning


Topics covered

  • How communication can be used to solve problems and reduce the likelihood of conflict

  • The factors that influence human responses in conflict situations

  • How to assess and reduce risks in conflict situations

  • How to communicate effectively and de-escalate ate conflict in emotive situations

  • Good practice to follow after conflict situations

Assessment Method

This qualification is assessed by a 1-hour multiple-choice test. Learners must achieve a score of at least 20 out of 30 to pass.


Most of our customers prefer in-house training

Perhaps you’re like the majority of our clients, who love how convenient it is for us to come to them. We’ll bring everything we need, and will run your training in your training room, meeting room or other suitable space.


Courses can be assessed and Accredited by Highfield or we can run it as an ‘in-house’ course.

​​Group discounts are available for 12 or more candidates and private individuals are also welcome

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