Conflict Resolution

Many employers find that effective conflict management training has a positive effect on their business. Employees feel more empowered and less isolated, leading to lower rates of absence. “Difficult” customers feel more satisfied with their service, present fewer complaints and the organisation’s reputation benefits.

IBA UK offer three courses in managing and resolving conflict. Our experts emphasise what steps can be taken to defuse and de-escalate conflict. However, there will also be effective training on personal safety, enabling employees to protect themselves in the face of confrontational behaviour.

The three courses are:

• Level 2 Conflict Resolution>
• HABC Level 2 Award in Conflict Management
• HABC Level 3 Award in the Delivery of Conflict Management Training (QCF)

Level 2 Conflict Resolution

Summary

A one day introduction to the principles of conflict resolution, teaching employees how to defuse conflict and, where necessary, take steps to protect their safety.

 Qualification

Level 2 Conflict Resolution. The course is Ofqual Accredited (reference: 100/6110/1)

Who should take this course?

This course is appropriate for all employees in the public and private sector whose work brings them into contact with others; including colleagues, customers, members of the public, patients or clients. No prior experience or qualifications are required.

Duration

One-day programme>

Assessment

Multiple-choice examination

Content

• Terms used in conflict resolution
• The laws that apply to businesses and their employees
• Safe working environments and assessing the risk of conflict
• Recognising potential confrontational situations
• Defusing conflicts before they escalate
• Personal safety

The HABC Level 2 Award in Conflict Management

Summary

An introduction to the principles of conflict resolution, teaching employees how to defuse conflict and, where necessary, take steps to protect their safety.

Qualification

HABC_Level 2 Award in_Conflict_Management

Who should take this course?

This course is appropriate for all employees in the public and private sector whose work brings them into contact with others; including colleagues, customers, members of the public, patients or clients.

Content

Communication: Positive Communication, Managing customer expectations, The difference between assertiveness and aggression, situational perspective, employed strategies to solve problems.

Human response in conflict situations: Effects of fear, the fight or flight reaction, triggering an angry response in others, inhibiting factors.

Assessing and reducing the risk in conflict situations: Stages of escalation, the warning signs, Dynamic Risk Assessment, TACT, threat assessment, SEW, employer policies and guidance, measures to reduce risks.

De-escalating conflict in emotive situations: Response to threat, defusing emotive conflict situations, SPACE, how to demonstrate non-aggression using SPACE, non-verbal communications in emotive situations, showing positive behaviour, overcoming the  communications blocks, resolving, responding to conflict, problem-solving, confronting unacceptable behaviour, working with colleagues to de-escalate conflict situations, contact and cover – the right and wrong ways, how and when to SWITCH, dealing with two aggressors.

Good practice following a conflict situation: Accessing help and support following and incident, learning from the incident, sharing good practice.

HABC Level 3 Award in the Delivery of Conflict Management Training (QCF)

Summary

The course has been developed to meet the requirements of trainers who wish to deliver scenario-based conflict management training. The qualification also meets the requirements of the Security Industry Authority (SIA) for those delivering the licence to practice qualifications which include scenario-based conflict management training

Qualification

HABC Level 3 Award in the Delivery of Conflict Management Training (QCF)

Who should take this course?

The qualification is suitable for anyone wishing to deliver conflict management training that meets SIA requirements. It is applicable across a wide range of sectors, but is of particular benefit to those delivering training in a customer-facing role.

Duration

The qualification requires 36 guided learning hours.

Assessment

Multiple-choice test and a portfolio of evidence.

Content

Unit 1: Managing conflict in the workplace when dealing with Customers, Service Users or the Public.

Unit 2: Delivering Scenario-based conflict management training.