Conflict Management / Conflict Resolution
 City & Guilds 1886 Level 3 Certificate in Conflict Management Trainers Award
More information here: www.conflict-management-training.co.uk
City & Guilds 1884 Level 2 Certificate in Conflict Management
More information here: www.conflict-management-courses.co.uk
CIEH (Chartered Institute of Environmental Health) Level 2 Conflict Resolution and Personal Safety
This Qualification will benefit and person or worker who has to deal with the public in the private or public sector. It will help staff and managers recognise potential problems before they arise and develop the skills to defuse conflicts before they escalate to serious violence with the aim of making a safer working environment. Successful completion of the training programme and assessment will enable candidates to understand:
An Introduction to Conflict Resolution & Personal Safety
Candidates should understand the terminology used in conflict resolution and should be able to:
- State the HSE definition of 'violence at work'
- Give examples of violent behaviour
- Describe the negative effects of violence in the workplace that can have a detrimental impact on the business or organisation
- State the factors that can contribute to a confrontational situation
- Describe the principles of conflict management
The law in relation to controlling conflict and violence in the work place
Candidates should understand the laws that apply to businesses and their employees, and should be able to:
- Understand the difference between comman law, criminal law and best practice guidance
- State in general terms the requirements of the current regulations in relation to the Criminal Law Act 1967, section 3 and the Health and Safety at Work Act 1974.
- Define the four main categories of assault
- Describe the law regarding self-defence including the definitions of reasonable and justifiable force
- Understand the need to report and record any incidents of confrontational behaviour
How to assess the risks of violence
Candidates should understand the concepts of a safe working environment and how the risk of conflict can be assessed and be able to:
- Review the working environment to identify risks to personal safety
- State the benefits of developing company personal safety policies and procedures
- Explain how some specific situations may increase the risk of conflict
- Understand the importance of procedures to minimise the risks of conflict
Appropriate methods to de-escalate confrontational situations
Candidates should understand the use of appropriate methods to de-escalate a confrontational situation and should be able to:
- Describe the indicators of aggressive behaviour
- Identify aggressive signals and behaviour
- State effective methods of defusing a potential confrontational situation
- Understand how verbal and non-verbal signals can be used as a means of conflict minimisation
- Describe how observational, listening and communication skills may be used to defuse conflict
The importance of personal safety
Candidates should understand the importance of personal safety and should be able to:
- Give examples of common threats in the workplace
- Describe how to establish and maintain a personal safety zone
- Describe breakaway techniques to protect personal safety
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