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Managing conflict in the workplace when dealing with customers, service users or the public

Unit Number M/602/5439
Unit Level 2
Unit Title Managing conflict in the workplace when dealing with customers, service users or the public
Sector
Credit Value 2 Guided Learning Hours 14
Mandatory Assessments Required 1

Optional Assessments  0 of 0 required.

Description

This unit is intended for people who may come in to contact with conflict situations in all areas such as with customers, service users and the public.

Assessment

 

A “Qualification Achievement Record” and guidance for the portfolio element of this qualification is available on request/ for centres to download from the website.

Assessment for this unit is through a combination of an externally set and marked multiple choice question paper and internally assessed element.

In order to help centres in assessing the internally set element of this unit IQ has identified those learning outcomes which would naturally be demonstrated through the use of scenarios: these are marked in bold in the achievement record. IQ recommends that holistic assessment is used when assessing the learners as one scenario should demonstrate several assessment criteria.

An External Verifier (EV) will be appointed, once you have registered your first cohort of learners, in order to carry out IQ Quality Assurance Procedures and report on your accredited qualification/s. They will make at least one visit to your centre each year and will issue an EV Report form after each visit. Please note that Learner certificates will not be issued until after the first EV visit has happened and your centre has been satisfactorily verified by the EV.

The EV communicates with IQ through the EV Report form, which ensures sufficient sampling of evidence in order to confirm that IQ quality standards are being applied before the issue of any certificates. In line with Ofqual’s requirements we ask you to ensure that all assessment records and tracking documentation are up to date and complete before each of the EV visits. All such records should be available to the EV and kept for a period of 2 years from the date of learner completion. Please ensure you keep, as a condition of this approval, a complete copy of the Centre Approval documentation you have issued to us, as from time to time the EV and other IQ personnel may wish to review such documentation.

Links

This unit is part of the following qualifications: -

Qualification No.Qualification Title
600/2347/8IQ Level 2 Award in Conflict Management (QCF)
600/2350/8IQ Level 3 Award in the Delivery of Conflict Management Training (QCF)

Downloadable Files