Level 3 Conflict Management


Next Date
30/11/-0001
Fee
from £299
Timings
10 - Late
Duration
3 days
Minimum Age
18
Course Overview

This accredited qualification has been developed to meet the requirements of trainers who wish to deliver scenario-based conflict management training. Individuals taking this qualification will already have completed a training qualification, for example Level 3 or Level 4 Preparing to Teach in the Lifelong Learning Sector.

This qualification is suitable for delivery across a wide range of sectors and is of particular benefit to those delivering training in a customer-facing role. It also meets the requirements of the Security Industry Authority for those delivering the licence to practice qualifications which include scenario-based conflict management training.

Course Details
Unit 1: Managing Conflict in the Workplace when dealing with Customers, Service Users or the Public
  • Know how communication can be used to solve problems and reduce the likelihood of conflict
  • Know the factors that influence human responses in conflict situations
  • Know how to assess and reduce risks in conflict situations
  • Know how to communicate effectively and de-escalate conflict in emotive situations
  • Know good practice to follow after conflict situations
Unit 2: Delivering scenario-based Conflict Management Training
  • Understand the principles of scenario-based conflict management training
  • Be able to plan and design scenario-based conflict management training
  • Be able to deliver scenario-based conflict management training
  • Know how to evaluate own performance
Career Impact

The qualification is suitable for delivery across a wide range of sectors and is of particular benefit to those delivering training in a customer-facing role.

Entrance Requirement
You must provide:
  • Two identity documents from group A. At least one document must show your current address and at least one document must show your date of birth.

Or

  • One identity document from group A and two documents from group B. At least one document must show your current address and at least one document must show your date of birth.
Group A
  • If you are a UK passport holder, your passport number entered on the application form. You do not need to submit the actual passport.
  • Signed valid passport of any other nationality.
  • Signed valid UK photo driving licence (both parts of the full or provisional licence are required)
  • UK original birth certificate issued within 12 months of birth
  • UK biometric residence permit
Group B
  • Valid EU photo ID card.
  • Valid UK firearms licence with photo
  • Signed valid UK paper driving licence.
  • Marriage certificate or Civil Partnership certificate, with translation if not in English.
  • UK birth certificate issued more than 12 months after date of birth, but not a photocopy.
  • Non-UK birth certificate, with translation if not in English.
  • UK adoption certificate
  • P45 statement of income for tax purposes on leaving a job issued in the last 12 months.
  • P60 annual statement of income for tax purposes issued in the last 12 months.
  • Bank or building society statement issued to your current address, less than three months old. You can use more than one statement as long as each is issued by a different bank or building society.
  • Mortgage statement issued in the last 12 months.
  • Utility bill (gas, electric, telephone, water, satellite, cable) issued to your current address within the last three months. You can only submit one utility bill in support of your application.
  • Pension, endowment or ISA statement issued in last 12 months.
  • British work permit or visa issued in last 12 months.
  • Letter from H.M. Revenue & Customs, Department of Work and Pensions, employment service, or local authority issued within the last three months. You can submit more than one letter as long as each is issued by a different Government department or a different local authority.
  • A credit card statement sent to your current address within the last three months. You can submit more than one statement as long as each is issued by a different issuer.
  • Council Tax statement issued in the last 12 months.
  • Child benefit book issued in last 12 months.
Meet Your Instructor
Marcus

I have been in the security industry since the late 1990’s,originally front-line as a security operative in various leisure environments with my own security teams and progressed into security solutions for the industrial sector leading onto the corporate sector.To date I have been involved with conducting risk assessments, leading onto security consultation and implementing security measures in varied threat levels in a dynamic approach in accordance to budgetary constraints, applying manned, physical and systems security.The Security Industry Authority was introduced in London in 2004 which was the catalyst for me to become qualified to instruct and share the wealth of knowledge which I had the pleasure of gaining at all levels.I intend to invest in you in a positive manner to make you – not to break you, I will be empathetic and honest with your best interest in mind.I am motivated for you to gain employment in the security industry and I gain satisfaction from you prospering from strength to strength whether as an operative or a service provider.If you have any queries feel free to contact me.Look forward to meeting you.

"Strength doesn't come from what you can do. It comes from overcoming the things you once thought you couldn't."
FAQ
Mock Test
Why is using empathy effective in defusing situations?
A ) The customers become confused
B ) The customers think you are being clever
C ) The customers realises they are wasting their time
D ) The customers think you are on their side

Being involved in a violent situation can cause?
A ) shock and relief
B ) disbelief and reassurance
C ) embarrassment and relief
D ) shock and disbelief

Standing ‘square on’ to a customer may be seen as sign of:
A ) assertiveness
B ) aggression
C ) authority
D ) reassurance

Which of following emotions is major barrier to communication?
A ) Pain
B ) Happiness
C ) Patience
D ) Boredom

When abuse becomes focused on you the situation can be de-escalated by:
A ) Walking away
B ) Switching with a colleague
C ) matching the level of anger
D ) shouting at the customer
Course Date
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