SafeCert Level 2 Award in Conflict Resolution and Personal Safety (RQF)

We at SafeCert Awards provide the accreditation service through our awarding body to provide our accredited trainers and accredited centres a range of Conflict Resolution to include this conflict management award in Conflict Resolution and Personal Safety (RQF) qualification.

Qualification Details

Subjects covered by the this conflict management award in Conflict Resolution and Personal Safety (RQF) qualification include legislation, clear communication, proactive service delivery, situation assessment and managing unrealistic expectations. There are a number of benefits for businesses in entering employees for this qualification, one of which is improved customer service levels.

This award has five learning outcomes as follows:

  1. Understand the terminology used in conflict resolution
    • State the HSE definition of ‘violence at work’
    • Give examples of violent behaviour
    • Describe the negative effects of violence in the workplace that can have a detrimental impact on the business or organization
    • State the factors that can contribute to a confrontational situation
    • Describe the principles of conflict management
  2. Understand the laws that apply to businesses and their employees
    • Understand the difference between, common law, criminal law, best practice guidance
    • State in general terms the requirements of the current regulation to the Criminal Law Act (Northern Ireland) 1967 and the Health and Safety at Work (NI) Order 1978
    • Define the four categories of assault
    • Describe the law regarding self-defence including the definitions of reasonable and justifiable force in Northern Ireland
    • Understand the need to report and record any incidents of confrontational behaviour
  3. Understand the concepts of a safe working environment and how the risk of conflict can be assessed
    • Review the working environment to identify risks to personal safety
    • State the benefits of developing company personal safety policies and procedures
    • Explain how some specific situations may increase the risks of conflict
    • Understand the importance of procedures to minimize the risks of conflict
  4. Understand the use of appropriate methods to de-escalate a confrontational situation
    • Describe the indicators of aggressive behaviour
    • Identify aggressive signals and behaviour
    • State effective methods of defusing a potential confrontational situation
    • Understand how verbal and non-verbal signals can be used as a means of conflict minimization
    • Describe how observational, listening and communication skills may be used to defuse conflict
  5. Understand the importance of personal safety
    • Give examples of common threats in the workplace
    • Describe how to establish and maintain a personal safety zone
    • Describe breakaway techniques to protect personal safety

The qualification is assessed for their practical skills as well as their knowledge in the form of a multiple choice question paper.