Home > News > April 2005 > 13-Apr-2005

New conflict management qualification launched

A summit meeting was held last month in London to find a solution to the problem of verbal and physical abuse experienced by customer facing staff at work. The event also saw the launch of a new qualification in Conflict Management.

At the ‘Combat Conflict’ summit hosted by City & Guilds and conflict management training provider Maybo, industry figures debated the issues surrounding the rise of conflict in society and the direct impact it has on customer facing staff.

Maybo has teamed up with City & Guilds to offer a level 2 accredited Vocational Related Qualification (VRQ) in Conflict Management.

A poll of over 400 delegates who attended Maybo conflict management training from November 2004 to February 2005 showed that 80 per cent had experienced verbal abuse from customers and 33 per cent had suffered assaults.

The sectors covered by the poll included ambulance, health and social care, leisure, local authority, retail, security, public transport and voluntary.

Bill Fox, chairman of Maybo commented: "These high levels of work related violence demonstrate what an important health and safety issue this is. It will also reinforce the need for conflict management training."

According to the Maybo poll, the most likely perpetrator of physical assault is a 20 something male who is under the influence of alcohol or drugs. A significant number of assaults and abuse were, however, committed by women. Staff working in health and social care were shown to be most at risk, especially ambulance personnel and those working in the areas of mental health and learning disability services.

Conflict Management Specialist at City & Guilds, Rob Roseveare said: "Conflict Management has become a vital skill in many sectors including healthcare, security, local authority and passenger transport, as this poll shows.

"We are delighted that businesses and organisations can now offer, for the first time, conflict management as an accredited qualification for employees. Employers are now realising the value of conflict management, not only in human terms, but also in financial terms, when six figure court claims are increasing."

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