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 learners 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.

Qualification structure

Level 2 Certificate in Conflict Management

The level 2 qualification consists of 1 unit which focuses on the following:

• Asssess and reduce the risk of violent behaviour 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.

Level 3 Certificate in Conflict Management

Level 3 focuses on building on those skills developed in the level 2 qualification. There are 2 pathways in this qualification, Conflict Management and Conflict Management in a Care Setting. The level 3 qualification consists of the following units:

• Define physical intervention in the workplace.
• Methods to assess the risk of assult and reduce the need for physical intervention.
• Identify methods to reduce risks associated with physical intervention and support colleagues and service users.
• Demonstrate methods of physical intervention.
• The use of physical intervention in a care setting (care setting pathway only).

An additional unit dealing with the practice and principles behind difficult behaviour in care settings has been included because of the special skills which are required by staff working in the care environment.

How is the qualification delivered and assessed?

Centres should familiarise themselves with the structure, content and assessment requirements before designing the course programme. You should consider the skills and knowledge related to the National Occupational Standards. Providing the requirements for the qualification are met, you can design study programmes in any way that best meets the needs and capabilities of the learners.

Assessment will be by a multiple choise test and practical assessment. More information about delivery and assessment can be found in the level 2 handbook (pdf 0.07mb) and level 3 handbook (pdf 0.30mb), available to download from the related documents section of this page.

Centre approval

There is no fast track approval available. Exisiting centres who wish to offer these qualifications will need to complete the full qualification approval application form and submit this to their regional City & Guilds office.

If you have not previously offered City & Guilds qualifications you must apply for approval to become a registered centre. More information can be found on the become a City & Guilds centre section of this site.

Progression

The level 2 qualification will enable learners to develop their skills further and progress on to the level 3 Conflict Management qualification. Learners could also consider similar qualifications such as the level 2 Security Guarding or the level 2 Door Supervision qualification.

We also offer a wide range of Leadership and Management qualifications through our sister organisation ILM.