Hospitality
Highfield Level 2 Award in Conflict Management (RQF)
Who is this qualification for?
This qualification is aimed at 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.
How long will it take?
To complete this qualification, learners should expect to undertake a total qualification time (TQT) of 16-hours and of this 11-hours is recommended as guided learning (GL).
Topics covered
These include how communication can be used to solve problems and reduce the likelihood of conflict, the factors that influence human responses in conflict situations, how to assess and reduce risks in conflict situations, how to communicate effectively and de-escalate conflict in emotive situations and good practice to follow after conflict situations.
Assessment method
This qualification is assessed by a multiple-choice test.
Highfield Level 2 Award in Customer Service (RQF)
RQF Transition
This qualification has been transitioned from the QCF to the RQF. During this transition, no major changes were made to the content or assessment method.
Who is this qualification for?
This qualification is aimed at individuals working or preparing to work in a customer service role or where using the telephone is a part of their role.
How long will it take?
To complete this qualification learners should expect to undertake 6 guided learning hours.
Topics covered
These include understanding the principles of customer service, how customers' needs and expectations are formed, knowing the interpersonal skills and appropriate behaviour required in the customer service environment and understanding the principles of responding to customers’ problems or complaints .
Assessment method
This qualification is assessed by a multiple-choice test.
Highfield Level 2 Certificate in Retail Knowledge (RQF)
Who is this qualification for?
The objective of this qualification is to support a role in the workplace or for learners who are looking to develop their knowledge and understanding to obtain employment within the sector.
How long will it take?
The total qualification time for this qualificatin is 140 hours and of this 93 are receommended as guided learnning hours.
Topics covered
These include Understanding customer service in the retail sector, Understanding how a retail business maintains health, safety and security on its premises and Understanding how the effectiveness of store operations can be improved.
Assessment method
This qualification is assessed by a portfolio of evidence and multiple choice tests.
Food Safety
The law requires that all food handlers need to be trained according to their food handling work activities. Should an employee achieve a Highfield food safety qualification, which is suitable for the work they do, it will assist food business operators in proving that they have displayed due diligence and are therefore compliant in the eyes of the law.
Highfield's food safety qualifications are intended for anyone working in catering, hospitality or manufacturing settings where food hygiene is essential as food is prepared, cooked, served or produced. Typical environments may include pubs, hotels, restaurants, retail, factories, contract catering, fast-food outlets, hospitals, care and nursing homes, schools, prisons and the armed forces.
Food Safety Levels
Level 1 - ensures that employees from all food sectors are equipped with a knowledge of basic food hygiene to enable them to produce safe food.
Level 2 – ensures that a food handler is aware of the hazards and controls associated with the types of food they produce.
Level 3 – ensures that supervisors are aware of the legislation applicable to food safety and how to communicate the required standards to employees.
Level 4 - ensures that managers are aware of the procedures and standards required to ensure safe food is served at all times and that due diligence is taken.
