Level 2 Award in Conflict Management Course

At BKS Training, we deliver the Level 2 Award in Conflict Management as high-quality, compliant training aligned to industry expectations across a range of customer-facing environments. The programme is designed to build practical competence, giving you the confidence to manage challenging situations professionally, safely and proportionately in real-world settings.

The course explores the causes and stages of conflict, communication and de-escalation techniques, and how to assess risk and make sound decisions under pressure. You will also develop greater situational awareness, learn strategies to reduce the likelihood of escalation, and understand the importance of reporting, recording and following organisational procedures.

This qualification is highly relevant for roles where staff interact with the public and may face difficult behaviour, including retail, hospitality, leisure, transport, healthcare settings, front-of-house services, customer service teams, and a variety of operational and industrial workplaces. It supports employers in promoting safer workplaces, protecting staff wellbeing, and maintaining a consistent, professional approach to incidents.

For those working in the private security industry, the course also supports progression toward applying for an SIA Door Supervisor Licence, opening opportunities in licensed premises, events, corporate guarding and retail security. Whether you are new to a customer-facing role or looking to strengthen your existing skills, this course provides practical tools you can apply immediately to improve safety, service standards and confidence at work.

Why Take the Level 2 Award in Conflict Management Course

The Level 2 Award in Conflict Management equips you with practical, transferable skills to prevent, manage and de-escalate challenging behaviour in a professional and proportionate way. Whether you work in retail, hospitality, customer service, healthcare, transport, education, security or any other public-facing role, the techniques you learn can help you stay calm under pressure, communicate effectively, and resolve situations before they escalate – protecting colleagues, customers and your organisation’s reputation.

It also supports safer working practices by improving situational awareness, decision-making and incident reporting, helping employers reduce risk and promote staff confidence and wellbeing. For learners in the private security sector, the qualification can form part of the pathway toward SIA Door Supervisor licence application, making it a valuable option for those looking to progress into licensed premises, events and wider security roles.

What to Expect at Your Conflict Management Course

SIA-Approved Training Content:

• Understanding the Principles of Conflict Management: Learn to assess and reduce the risk of violence in the work environment, identify behaviours indicating potential escalation, and take appropriate measures to defuse situations.
• Techniques to Deal with Conflict: Develop strategies for avoiding, reducing, and managing conflict, including effective communication and de-escalation methods.
• Designing and Delivering Conflict Management Scenarios: Gain skills in creating and delivering relevant and effective training scenarios to prepare for real-life situations.
• Safety and Emergency Awareness: Learn how to respond to emergencies, perform basic first aid, and protect both yourself and others in the workplace.
• Customer Service and Professionalism: Build confidence and interpersonal skills to provide a safe, positive experience for the public while maintaining authority and respect.

How to Enrol

Getting booked onto one of our courses is quick and easy. Choose the option that works best for you:

• Book instantly using the Book section on this page

• Email us at enquiries@bkstraining.co.uk

• Call our friendly training team on 0208 036 3174

Once your place is confirmed, we’ll send everything you need, including full joining instructions and course details.