Oxfordian College

About Training

Oxfordian College is offering the Level 2 Award in Conflict Management. This qualification is aimed those working in a customer or service user facing role who may need to recognise the contributing factors, signs and causes of conflict and how to deescalate conflict situations without physical intervention.

▪ Recognizing the signs and causes of conflict, including stress, frustration, unmet expectations, and communication issues.
▪ Understanding the different types of conflict, such as emotional outbursts, passive-aggressive behaviour, and verbal aggression.
▪ Learning de-escalation techniques, such as active listening, assertive communication, empathy, and problem-solving skills.
Avoiding physical intervention and staying calm in challenging situations.

Completing this qualification can equip individuals with the skills and knowledge to:

▪ Handle conflict professionally and effectively.
▪ Reduce escalation and maintain control of tense situations.
▪ Improve customer satisfaction and experience.
▪ Promote a positive and respectful work environment.
Prospective job opportunities can be in the following sectors but not limited to:
Retail: Dealing with customers who are upset about products, prices, or service.
Leisure: Managing interactions with guests who are frustrated with delays, cancellations, or safety concerns.
Hospitality: Handling complaints about accommodations, food, or service quality.
Emergency Services: De-escalating tense situations with distressed individuals or families.
Healthcare: Navigating sensitive conversations with patients and their families during stressful situations.

Learners could progress to the:
▪ Level 3 Award in the Delivery of Conflict Management Training
▪ Level 3 Award in Physical Intervention

Related Qualifications

At Oxfordian, we believe education is not just about acquiring knowledge, but about equipping you with the skills and experiences you need to thrive in the real world


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