BIIAB Level 2 Award in Conflict Management for Licensed Premises Staff


One day or 10 guided learning hours


This qualification helps staff to avoid and manage conflict within their work environment.

It was designed in conjunction with conflict management specialists in the licensed retail sector and designed for people working within the following roles:
• licensed retailers
• assistant managers
• relief managers supervisory/key staff


The qualification covers the following:

  • The responsibilities of both employers and employees in relation to workplace violence under the Health & Safety at Work Act 1974

  • What is meant by the terms 'risk' and 'hazard', and the causes of workplace violence

  • How to identify and reduce hazards through risk assessment to reduce the likelihood of conflict arising

  • Why and how conflict situations can arise, and how to avoid them

  • How to deal with conflict when it has arisen

  • The law in relation to self-defence victim support, and the importance of reporting and recording incidents of workplace violence

Assessment: 30 question multiple-choice examination. 

This qualification is accredited on the Qualifications and Credit Framework and has a unique Qualification Accreditation Number - 501/0373/8

Recommended Training materials: Handbook for the BIIAB Award in Conflict Management