• Understand the meaning of conflict, what causes it and how it builds.
• Identify the links between internal and external customer conflict.
• Appreciate the cost implications of conflict to the organisation.
• Examine the alternative approaches to resolving conflict.
• Recognise how to communicate effectively in conflict situations.
• Consider how to avoid conflict through verbal and non-verbal communications.
• Understand how to avoid conflict across a wide range of industry sectors.

Successful learners will need to practise real-life situations in context under close supervision in the workplace.  There should be no assumption of actual competence on completion of this qualification.

A statement from City & Guilds has been added into the learner pack (page 7) for the qualification to ensure that it is clear what the learners can expect from the qualification.

Content

• At the end of this section learners should be able to:
• Understand the nature and scope of conflict.
• Gain an insight into the sources of conflict.
• Describe the differences between internal and external conflict.
• Identify the costs and implications of conflict to the organisation.

• Appreciate the importance of good customer service to avoid conflict.
• Understand the importance of the selling message to meet customer expectations.
• Identify various communication methods appropriate to preventing conflict situations.
• Understand the importance of creating the appropriate physical environment for customers.
• Ensure health and safety requirements are met in order to avoid external conflict. 

Indicative Content

2.1    Use verbal and non-verbal communications and language to create a positive customer relationship.  Do not walk away.  Do not play games.  Do not exploit others. 
2.2    Ensure the selling message meets expectations, i.e. does the selling message realistically reflect the products or services on sale – appreciating the customer’s focus. 
2.3    Examine the importance of good customer service, i.e. treating the customer well, understand their needs, deliver on their expectations, add-value, create a sense of ‘customer delight’.  
2.4    Understand health and safety requirements to avoid conflict, ie creating a safe customer and working environment in line with local and national legislation.  

• Understand the importance of using conflict handling skills to handle or prevent conflict.
• Describe how to use verbal/face-to-face communications in conflict situations.
• Explain how to use listening skills in conflict situations.
• Appreciate how to use the written word to handle and resolve conflict.
• Describe the use of non-verbal communications in conflict situations.

Indicative Content
3.1    Understand how to use a variety of conflict handing skills – self-confidence, patience, persistence, flexibility, empathy, humour, assertiveness and conciliatory behaviour.
3.2    Demonstrate how to show that you are listening effectively in conflict situations, including nodding, making notes, verbal and non-verbal gestures. 
3.3    Describe how to use questioning to understand the basis of conflict – open questions, closed questions and hard and soft question. 
3.4    Understand how to use non-verbal behaviour effectively in conflict situations and what you should avoid doing. 
3.5    Describe the importance of record keeping and informing your manager of conflict situations.  

• Identify possible approaches to dealing with conflict. 
• Describe ways of handling conflict effectively.
• Describe different models for overcoming conflict.
• Understand how to overcome obstacles within conflict.

Indicative Content
4.1    Consider alternative approaches to resolving conflict – accommodation and compromise, mediation and conciliation.  
4.2    Overcome obstacles that cause conflict – culture, limited time, denial, competitiveness. 
4.3    Recognise the possible outcomes conflict – win-lose, lose-lose and win-win.  
4.4    Demonstrate how to use methods of resolving conflict – conciliation and mediation.  

Candidates will undertake a one-hour test that has 40 True/False style questions.  The candidate will need to select the correct answers and the passing mark is 80%.  The test will be marked by City & Guilds.

• Access to Assessment - candidates with particular requirements.