The Conflict Management - Level 2 Course is designed for people seeking to understand the nature of conflict and provides a series of techniques to deal effectively with conflict and hostility.

On successful completion of this course students will receive an accredited Level 2 Certificate of Achievement.


At the end of the home study courses students will be able to:

  • Explore techniques for managing conflict effectively

  • Demonstrate five conflict handling styles

  • Adopt good listening techniques

  • Understand negotiation techniques

  • Describe problem solving approaches

  • Demonstrate mediation techniques

  • Demonstrate how to cope with crises

  • Describe the concepts of self-development

The Home Study Courses Include the Following 6 Units:-

  • Unit One – Conflict & Anger

The Following Topics are Covered: Understand the sources and nature of conflict, Consider different conflict-handling styles and Learn to understand and deal with anger.

  • Unit Two – Listening Skills

The Following Topics are Covered: Understand the ideal listening process, Deal with prejudices which may damage your ability to listen and Beware of traps for listeners.

  • Unit Three – Negotiation

The Following Topics are Covered: Understand the nature of establishment-community conflicts, See how these groups approach conflict situations, Understand the ‘joint problem solving’ approach, learn good negotiating practice and consider strategies for rescuing difficult situations.

  • Unit Four – Mediation

The Following Topics are Covered: Understand the meaning and nature of mediation, Know when mediation is useful, Understand the phases of the mediation process, Deal with problems that can arise during this process and know what qualities you need to develop to be an effective mediator.

  • Unit Five – Crisis Mediation

The Following Topics are Covered: Understand the problem of re-entry, Look at causes of power imbalances in negotiation, Learn to deal with these power imbalances, Understand the importance of establishing a good working relationship with the other party and Deal with the need for mediation in crisis situations.

  • Unit Six – Practical Conflict Management Techniques

The Following Topics are Covered: Anger management, Listening Skills, Negotiation, Joint Problem Solving, Role Plays, Adopting good practice and Things to avoid.

Course Duration:

Students may register at any time and have a full year to complete their studies. The home study courses will take approximately 80 hours of study to complete.


There are no particular entry requirements.

Technical Support:

Once you have enrolled, you will have access to your own personal tutor by mail or email. You will receive full tutor support for a 12 month period.


At the end of this course successful learners will receive a Certificate of Achievement from ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme. This means that Kendal Publishing has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained.

The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

Information on level descriptors can be found on the Ofqual's level descriptors page.

The course itself has been designed by Kendal Publishing to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards & Certa Awards endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.

ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards combine over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers.

Renowned for excellent customer service, and quality standards, ABC Awards and Certa Awards also offer regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.

*Regulated qualification refers to those qualifications that are regulated by Ofqual / CCEA / Qualification Wales

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