Level 3 Award in the Delivery of Conflict Management Training (RQF)

Module 1: Managing Conflict in the Workplace when Dealing with Customers, Service Users, or the Public (Level 2)

• Understand how to use communication to prevent and manage conflict.
• Learn the human factors that influence conflict situations and how to assess and reduce risks.
• Explore de-escalation techniques and good practices for resolving conflicts.

Module 2: Delivering Scenario-Based Conflict Management Training (Level 3)

• Master the principles of scenario-based learning, which engages learners in practical conflict resolution exercises.
• Develop skills to design, plan, and deliver conflict management training sessions.
• Learn how to debrief participants effectively and assess their understanding.

• Written Assignments: Learners will submit assignments online to demonstrate their knowledge of conflict management and their ability to deliver training.
• Practical Assessments: As part of the course, learners will design scenario-based training sessions and be assessed on their ability to deliver and evaluate these sessions. These assessments are completed remotely.

• Learners must be at least 18 years old.
• It is recommended that learners have prior teaching qualifications, such as a Level 3 teaching qualification (e.g., Preparing to Teach in the Lifelong Learning Sector), or relevant experience in training or conflict management.
• A background in security, customer service, or a related field would be beneficial.

• Aspiring Trainers: Individuals who want to start delivering conflict management training in various sectors, including security and customer service.
• Security Professionals: Those looking to add conflict management training to their portfolio of skills, especially in roles such as door supervisors or security managers.
• Customer-Facing Professionals: Workers in environments prone to conflict, such as hospitality, retail, or healthcare, who need to deliver training on managing and de-escalating conflict.

After successfully completing this qualification, learners will be able to:

• Deliver conflict management training as part of Security Industry Authority (SIA) license-linked qualifications.
• Work as a Conflict Management Trainer, teaching others how to manage conflict in customer-facing roles.
• Progress to higher teaching qualifications such as the Level 4 Certificate in Education and Training to further enhance your teaching skills.

The course is delivered online, allowing learners to complete the qualification over a flexible period of 3 to 6 months. The self-paced structure ensures that learners can study and complete assignments at their convenience.

This online course offers the convenience and flexibility needed to gain a specialised qualification in conflict management training, opening doors to new opportunities in the private security and customer service industries.