Conflict Management

Available Courses
All Wales
Violence & Aggression Scheme
Level 2
Conflict Management

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HABC Level 2 Award in

Conflict Management

Course Outline

The aim of the course is to provide students with the knowledge and skills to manage conflict situations.

The HABC Level 2 Award in Conflict Management has been developed to meet the
requirements of 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, 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 Content

  • Positive communication
  • Managing customer expectations
  • The differences between assertiveness and aggression
  • Human responses to emotional or threatening situations
  • Stages of escalation in conflict
  • Dynamic risk assessment
  • Non verbal communication
  • Communication barriers
  • Defusing emotive conflict
  • Working with colleagues to de-escalate conflict situations
  • Accessing help and support after a conflict situation
  • Reflecting and learning from conflict situations


This qualification is assessed through a 30-question multiple-choice question examination. The duration of the examination is 1 hour. Successful learners must achieve a score of at least 20 out of 30.


HABC Level 2 Award in Conflict Management

Course Dates

Please enquire for further details


  • Open Course 75 + VAT per person
  • Group Course 550 + VAT (up to 8 in-house)

Related Courses

All Wales Violence and Aggression Scheme, Level 2 Conflict Management