Conflict Management

In many jobs, you could find yourself faced with customers or members of the public who become aggressive or even violent. This qualification will help you recognise when a situation is becoming confrontational and take steps to diffuse and calm the situation. It is
appropriate for anyone who may encounter such situations in the workplace, such as those working in the security, care, transport or education sectors.


There is one unit with three outcomes.
The learner can:

• Assess and reduce the risk of violence in the work environment
• Identify behaviour that indicates 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.

The first outcome is concerned with the assessment of the risk from violence both proactively, in examining the environment of the role and preparing for foreseeable risks, and dynamically, in assessing and monitoring risks as they unfold within an incident.

The second outcome is concerned with providing an awareness of the way in which people respond to frustration and anger and the practical ways in which the learner can avoid or defuse and calm a potentially violent situation.

The third outcome is concerned with support for the victim, reporting and recording the incident and providing individual and organisational learning from it. The aim is to develop the learner’s knowledge and skills so they can assess their work environment and reduce the risk of being subjected to violence, deal effectively with conflict and aggression and learn from an incident of work related violence.

Guided Learning Hours

Learners will require 10 guided learning hours in order to complete this unit.

Candidate pre-requisites

No specific prior qualifications, learning or experience are required for candidates undertaking the qualification. However, the nature of both the learning and assessment required for the qualification is such that candidates will need basic literacy and numeracy skills.

Assesment

Assessment is by means of a synoptic multiple-choice knowledge test covering the underpinning knowledge.