HABC Level 2 Conflict Management - 2 day course

Saints Training LTD


Area’s support can be offered

Sandwell   Dudley   Wolverhampton   Central   Walsall


contact us



where is it?

Wulfrun Shopping Centre, Wolverhampton, WV1 3HH or any of the Talent Match locations



Over 2 days- 9.00am until 5.30pm
Delivered as per customers’ needs.


Overview of Support offered

No Previous Experience or Qualifications are necessary.
The Level 2 Award in Conflict Management is great for many sectors and ideal if you work or wish to work within a customer-facing position, dealing with service users or the general public.
The award is also relevant if you would like a better understanding on identifying, managing and preventing conflict occurring or escalating. Having the knowledge to identify the signs gives you more confidence in being able to deal with situations as they arise.

We cover:-

  • Different forms of communication
  • Methods for dealing with possible conflict situations
  • Patterns of behaviour during different interactions
  • Common causes of conflict
  • The use of “reasonable force”
  • The warning and danger signs
  • Communication breakdown
  • Distance when dealing with conflict
  • Personal safety awareness

This qualification is assessed through a multiple-choice examination containing 30 questions. The exam is 1 hour and you need to achieve at least 20 out of 30 to pass.
We also provide support if you have Dyslexia.


Is this activity linked to;

Increasing confidence   Increasing motivation   Increasing Optimism   Improving employability


Where does this support fit into my journey?

Engagement   This is me   I’m up for it   I’m ready   I’m on my way


Session type

Individual   Group
Minimum No. 5   Maximum No. 30


What equipment should I bring?

Must have:-
1 passport photograph.

Must have one of the following:-
Signed valid passport of any nationality
Signed UK photo driving licence
Valid Warrant card issued by (HM services, Police)
Employer ID card (must be current employer)
Student ID card
Travel card


Outcomes expected

On successful completion of the course, you will receive a Level 2 HABC (Highfield Awarding Body) Conflict Management Certificate.
You will know how communication can be used to solve problems and reduce the likelihood of conflict.

You will know:

  • The importance of positive communication as a way of reducing the likelihood of conflict.
  • How managing customer expectations can reduce the likelihood of conflict.
  • The differences between assertiveness and aggression.
  • The importance of viewing a situation from the customer’s perspective.
  • Identify strategies to solve problems.

Human responses in conflict situations
You will know how to identify:

  • Responses to emotional or threatening situations.
  • Factors that can trigger an angry response in others.
  • Factors that can inhibit an angry response in others.

Assess and reduce risks in conflict situations
You will know:

  • The stages of escalation.
  • How to apply dynamic risk assessment.
  • The importance of employer policies and guidance.
  • Measures that can reduce risks.

Communicate effectively and de-escalate conflict in emotive situations
You will identify:

  • Non-verbal communication.
  • How to overcome communication barriers.
  • Ways of defusing situations.
  • How to work with colleagues to de-escalate conflict situations.
  • The importance of exit routes and space.

Good practice to follow after conflict situations
You will know:

  • The importance of accessing help/support following an incident.
  • The benefits of reflecting and learning
  • The benefits of sharing good practice and contributing to solutions.