Ace Academy Training Centre

Springwest Academy, Browells Lane, Feltham TW13 7EF

020 3744 7278

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Training dates are flexible - please call to discuss your preferred training dates

HABC Level 2 Award in Conflict Management (QCF) - £85.00           Dates (flexible)


The aim of the course is to provide leaners with the knowledge and skills to manage conflict situations.


The HABC Level 2 Award in Conflict Management has been developed to meet the requirements of individuals who require training in conflict management. It is appropriate for a wide range of sectors and is suitable for anyone who has a customer facing role, deals with service users or the public. 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 if they arise.


Course Content

  • Positive communication

  • Managing customer expectations

  • The differences between assertiveness and aggression

  • Human responses to emotional or threatening situations

  • Stages of escalation in conflict

  • Dynamic risk assessment

  • Non verbal communication

  • Communication barriers

  • Defusing emotive conflict

  • Working with colleagues to de-escalate conflict situations

  • Accessing help and support after a conflict situation

  • Reflecting and learning from conflict situations



This qualification is assessed through a 30-question multiple-choice question examination. The duration of the examination is 1 hour. Successful learners must achieve a score of at least 20 out of 30.


All course work is to be handed in to your tutor at the end of your day training.


Our Training Centre is situated in Feltham, West London. Parking is available and we are ideally situated just 25 minutes from London Waterloo Station if you are travelling by train.


Ace Academy Training Centre is an approved Centre by VTCT and Highfield Awarding Body for Compliance.


Course Fee Includes:

Certification and tutor-led training

HABC Level 2 Award in Conflict Management (QCF)

Workbook and Text book

1 day intensive classroom course

Coffee & tea refreshments throughout the day

1 day Course





Company Registration Number: 9668312                                                                       Tel: 020 3744 7278       Email: