BTEC Level 2 Managing Conflict in the Workplace
Managing Conflict in the Workplace Course
Course Overview
This course is designed to provide learners with the skills and knowledge to recognise, prevent, and manage conflict in the workplace confidently and professionally. The BTEC Level 2 Award in Managing Conflict in the Workplace is a recognised qualification, suitable for staff across multiple sectors including customer service, hospitality, healthcare, retail, security, and public-facing roles.
Learners will explore the causes of conflict, develop effective communication and de-escalation techniques, and understand how to manage their own responses under pressure. Emphasis is placed on personal safety, legal responsibilities, and post-incident reporting.
The course can also be delivered as a non-accredited ‘Level Up’ in-house certificate, offering the same high-quality content without the cost of formal qualification.
Who is this course for?
- Customer-facing employees
- Security and front-of-house staff
- Health and social care workers
- Retail and hospitality staff
- Supervisors, team leaders, and complaints handlers
- Any staff working in environments where conflict may arise
Learning Outcomes
By the end of this course, participants will be able to:
- Identify the main causes and types of conflict in the workplace.
- Recognise early warning signs of conflict escalation.
- Understand how conflict affects individuals and team dynamics.
- Demonstrate effective communication and de-escalation strategies.
- Apply conflict resolution techniques in a safe and respectful manner.
- Maintain personal safety and professional boundaries in conflict situations.
- Describe relevant legal responsibilities, including duty of care and reporting.
- Understand post-incident reporting, reflection, and emotional recovery.
Course Content Summary
Managing Conflict in the Workplace
- Understanding conflict: types, causes, and impact
- Recognising behavioural cues and signs of escalation
- Communication skills for managing conflict (verbal and non-verbal)
- Conflict resolution models and defusing techniques
- Situational awareness and risk reduction
- Maintaining professionalism and safety
- Organisational policies and legal framework
- Post-incident support and reporting procedures
Assessment & Certification Options
Option 1: BTEC Level 2 Qualification
- Official Pearson BTEC Level 2 Award
- Assessed via short written workbook or scenario-based questions
- Certification issued by Pearson (externally accredited)
- Additional Cost:
- Approx. £40–£65 per learner for registration, assessment, and certification
(price may vary based on delivery centre and group size)
- Approx. £40–£65 per learner for registration, assessment, and certification
Option 2: Level Up In-House Certificate
- Delivered to the same standard as the BTEC course
- No external assessment – trainer-led evaluation
- Ideal for CPD or internal compliance training
- Included in course cost (no extra fee)
- Certificate of Completion issued by the training provider
Assessment & Certification Options
- BTEC Certificate: Lifetime (no expiry, but refreshers recommended every 2–3 years)
- In-House Certificate: Validity period determined by employer policy (usually 1–2 years)
Can be tailored to your industry
Interactive activities, group discussions, role-play, case studies
Classroom-based, in-house or online
Flexible
Enquiry Form
Ready to Book?
Protect your staff with the 2-Day PMVA (Prevention and Management of Violence and Aggression) and give them the confidence to safely handle conflict in high-risk situations.
Delivered on-site or online by experienced trainers, this practical programme ensures compliance, reduces risk, and builds a safer workplace.
Take the next step today — enquire now to secure your training date.