Conflict Management — Level 2

Planning conflict management training for your team

Connect the enquiry to everyday situations

Public-facing work can involve difficult conversations long before a situation becomes a security concern. A visitor may be frustrated about a queue, a customer may disagree with a decision, or a colleague may need support explaining a boundary. When you enquire, describe the interactions your staff find challenging and the decisions they are expected to make within their role. Include the quieter conversations as well as the difficult moments; explaining a policy or responding to an initial complaint may be just as relevant to the learning you are seeking.

Concrete examples help us understand your training needs more clearly than a broad request to improve confidence. Explain where conversations take place, whether staff work alone or in teams, and who they can contact for assistance. You can describe a typical situation without naming customers, colleagues or individuals involved in a particular incident.

Identify who needs to attend

A reception team, venue staff and an organisation's managers may encounter the same incident from different positions. Think about who speaks to the public, who authorises decisions and who supports staff afterwards. This helps you describe the group accurately when discussing whether the proposed Level 2 route is suitable for the people you want to train.

Tell us about previous learning and the experience within the group, including anyone new to a public-facing role. Ask how the proposed delivery and assessment would work for those learners. If people have language, access or learning support needs, raise these before committing to a booking so the available arrangements can be discussed clearly.

Bring useful questions from your workplace

Before attending, consider where your team's existing instructions are clear and where staff feel uncertain. They may know who to call but be unsure what information that person needs. They may understand an access rule but find it difficult to explain consistently. These are useful questions to bring to a discussion about communication and practical application.

If you have relevant workplace procedures, explain their purpose when enquiring and ask whether they would be helpful to bring. The course syllabus and assessment must still be confirmed for the selected booking. Discuss how examples from your setting could fit the proposed delivery, rather than assuming that a particular scenario or exercise will automatically be included.

Make the booking and follow-up practical

For a team enquiry, provide an approximate learner count, preferred period and any limits created by shifts or public opening hours. Ask for the confirmed timetable, attendance expectations, location and what learners need to bring. Establishing these details early helps you plan staff cover and gives learners a clear picture of the commitment before a place is booked.

After training, make time within your organisation to discuss how the learning relates to everyday work and your own procedures. A short conversation between learners and their manager can identify questions to revisit or instructions that need clarification. Training is easier to put to use when staff understand how their employer expects them to communicate, seek support and report concerns.