HABC Conflict Management

Course Information

Overview

The qualification has been designed to provide conflict management skills to
anyone working in a customer facing role, deals with service users or the public
in general.

It is applicable to a wide range of sectors, and can be taken by anyone
requiring a better understanding of how to prevent conflict from arising, or
would like to feel more confident in being able to deal with challenging
situations.

Course units/modules

• How communication can be used to solve problems and reduce the likelihood of conflict
• The factors that influence human responses in conflict situations
• How to assess and reduce risks in conflict situations
• How to communicate effectively and de-escalate conflict in emotive situations
• Good practice to follow after conflict situations

Entry requirements

We recommend learners are a minimum of 16 years of age. Learners, whatever their age, are physically capable of completing the practical assessment. It is also advised that learners have a minimum of Level 1 in English.

Assessment types

Multiple-choice examination