Online Conflict Management Level 2 (VTQ) Certification

Learn How To Safely Deal With Conflicts in the Workplace and how to manage bad situations.

CPD Certified Provider of Training Excellence Online Training Approved by Skills for Care

Conflict Management Level 2 (VTQ) at a Glance

  • 3-year nationally recognised certificate
  • 1 hour and 26 minutes of engaging video training
  • Video access for 8 months
  • Printable wall certificate
  • Certified CPD time credit conformation
  • SCORM Ready! Integrates with your LMS
  • Includes manual & other downloads
  • Free weekly video refresher
  • Evidence Based Training certificate
£24.95 + VAT

Conflict resolution is conceptualised as the methods and processes involved in facilitating the peaceful ending of conflict. There are many professions and vocations that individuals can be placed in a potential conflict situation that with the correct handling can be dealt with in a calm professional manner. On this course, you will learn how to identify that a situation could arise and how to deal with it to avoid conflict. 

This course is aimed at anyone who can be placed in a potential conflict situation and you will learn how to defuse it safely and work towards a positive outcome.

You can learn using our video online training or if you prefer, we offer face to face training at your workplace nationwide.  Contact us for more details or to book.

This qualification and most of the other ProTrainings qualifications are Endorsed by TQUK to show our commitment to extra levels of compliance and quality assurance.

Companies, organisations or agencies are encouraged to contact us for group discounts and information about onsite training and how our system can be used to track and monitor your staff training.

  • Reception workers
  • Nurses
  • Doctors
  • Care workers
  • Police
  • Social workers
  • School workers and teachers
  • Hospital staff
  • Public transport
  • Sales staff
  • Employees and employers where conflict is possible

This course comes with 3.0 hrs (6.0 class) of CPD, although the time to complete the course online may be less than this. Total course time includes 1 hour and 26 minutes of video training as well as knowledge reviews, final test, remedial help and reviewing downloaded material.

The content of this and all our courses has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines and come with a Certified CPD Statement as well as a ProTrainings Certificate and for online courses an Evidence Based Learning statement.

For full details of the online course content please visit our Conflict Management Training site.

Learning Outcome Assessment Criteria

The learner will: The learner can:

1. Know how communication can be used to solve problems and reduce the likelihood of conflict

1.1. State the importance of positive communication as a way of reducing the likelihood of conflict
1.2. Identify how managing customer expectations can reduce the likelihood of conflict
1.3. Identify the differences between assertiveness and aggression
1.4. State the importance of viewing a situation from the customer’s perspective
1.5. Identify strategies that can be used to solve problems

2. Know the factors that influence human responses in conflict situations

2.1. Identify human responses to emotional or threatening situations
2.2. Identify factors that can trigger an angry response in others
2.3. Identify factors that can inhibit an angry response in others

3. Know how to assess and reduce risks in conflict situations

3.1. Identify the stages of escalation in conflict situations
3.2. State how to apply dynamic risk assessment to a conflict situation
3.3. State the importance of following employer policies and guidance in conflict situations
3.4. Identify measures that can reduce risks for people who may be involved in conflict situations

4. Know how to communicate effectively and de-escalate the conflict in emotive situations

4.1. Identify how to use non-verbal communication in emotive situations
4.2. Identify how to overcome communication barriers in emotive situations
4.3. Identify ways of defusing emotive conflict situations
4.4. Identify how to work with colleagues to de-escalate conflict situations
4.5. State the importance of providing exit routes and space when dealing with an angry person

5. Know good practice to follow after conflict situations

5.1. State the importance of accessing help and support following an incident
5.2. Identify the benefits of reflecting on and learning from conflict situations
5.3. Identify the benefits of sharing good practice and contributing to solutions to recurring problems

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What People are Saying

“It was great and so easy to understand.”

- Tharindu from Berkshire

“Very good and very easy to understand, would definitely recommend to others.”

- Nevada Delawrence, Shop Assistant from Cheshire