Conflict Management QLS Level 2

Our course code: ST211

Course fee £420 or from £32 per month

Enrol on this course

Would you like a better understanding of how to prevent conflict situations from arising? Do you wish to feel more confident in being able to deal with situations if they occur? A distance learning course is an ideal way to gain a Level 2 in Conflict Management. This course has been designed for people seeking to understand the nature of conflict and provides a series of techniques to deal effectively with conflict and hostility.

Conflict Management has been developed to meet the requirements of individuals who require training in conflict management. Students can be from any environment where conflict, anger and hostility are encountered It is appropriate for a wide range of sectors and is suitable for anyone who has a telephone or customer facing role, deals with service users or the public. The course will provide the student with a thorough knowledge of the subject and includes the basic concepts of conflict management, techniques for managing conflict effectively, listening and negotiation techniques as well as how to cope with crises.

It can also be a useful qualification for individuals who would like a better understanding of how to prevent conflict situations from arising and feel more confident in being able to deal with situations should they arise.

Many industries and roles have benefited from this course, not just traffic wardens!

On this Conflict Management course you will:

  • Learn techniques for managing conflicts effectively
  • Learn listening and negotiation techniques
  • Be able to demonstrate conflict handling styles
  • Adopt good listening techniques and Understand negotiation techniques
  • Describe problem-solving approaches
  • Demonstrate meditation techniques

Gain insight of how to prevent conflict situations from arising and learn techniques to manage conflict effectively.

  • Study with winners

    We’re an award-winning learning provider and have been recognised for our cutting-edge learning techniques.

  • At your own pace

    Study this course as quickly or slowly as you wish; we’ll work at a speed that suits you.

  • Unlimited Tutor Support

    Get as much help and support as you want from your personal course tutor via email and phone.

  • Awarding body: QLS

The Quality Licence Scheme is part of the Skills and Education Group, a charitable organisation that unites education and skills-orientated organisations that share similar values and objectives. With more than 100 years of collective experience, the Skills and Education Group’s strategic partnerships create opportunities to inform, influence and represent the wider education and skills sector.

Study Hours

Up to 90 hours which is around 30 minutes per day for 6 months. However, additional hours may be required for reading writing and research.

Study Method

The course is specially designed for study by distance learning. Throughout the course, there will be self-assessment questions, and tutor marked assignments (TMAs), to enable you to monitor your progress

Course Duration

You have up to a year to complete this course and we have included a suggested number of study hours. This is usually ample time for learners, even with full-time jobs and other commitments. Don’t worry if you go over the year though, we can organise an extension to your course for an additional fee, which also extends your tutor support.


Throughout this course, you may be expected to complete assignments, essays, research projects, presentations, video/audio recordings, and practical learning sessions to meet the requirements of your course. This information will be included in your study pack detailing exactly what you need to do to accomplish your goals as a student.

Course Outcomes

At the end of this course, successful learners will receive a Certificate of Achievement from QLS (Quality Licence Scheme) and a Learner Unit Summary (which lists the details all of the units you have completed as part of your course). You can read more about QLS here. 

Additional Information

Difficulty - Level 2

Entry requirements - There are no formal entry requirements for this course, however, it is recommended that you have an intermediate ability to read and write English.

Course Content

1: Conflict and Anger
  • Understand the sources and nature of conflict
  • Consider different conflict -handling styles
  • Learn to understand and deal with anger
2: Listening Skills
  • Understand the ideal listening process
  • Deal with prejudices which may damage your ability to listen
  • Beware of traps for listeners
3: Negotiation

• Understand the nature of establishment-community conflicts
• See how these groups approach conflict situations
• Understand the ‘joint problem solving’ approach
• Learn good negotiating practice
• Consider strategies for rescuing difficult situations

4: Mediation
  • 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
  • Know what qualities you need to develop to be an effective mediator
5: Crisis Mediation
  • 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
  • Deal with the need for mediation in crisis situations
6: Practical Conflict Management Techniques
  • Practical exercises for developing conflict management skills including
  • Anger management
  • Listening Skills
  • Negotiation
  • Joint Problem Solving
  • Role Plays
  • Adopting good practice
  • Things to avoid

Frequently Asked Questions

We have some answers to common student questions, but if you can't find the answer you're looking for then please contact us and we will do everything we can to answer your questions.

You don’t need any prior skills in the subject area to start. However, as with all of our courses, we recommend a reasonable level of English reading and writing ability.

We provide all the specially written learning materials you require to study this course at home. The course fee also includes tutor support for the specified duration of your course.

You will receive everything you need to complete this course within the study pack we send to you.

No, this course is assessed by coursework alone.

No, all of the study materials are supplied within your learning pack.

Most students finish comfortably within the course duration period given. However, if you do need more time, your personal tutor support can be extended for an additional fee.

Please check our main FAQs section or Contact Us, we have experienced course advisers who will be delighted to help!