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Level 3 Award in the Delivery of Conflict Management

For trainers who wish to deliver scenario-based conflict management training.

Course Overview

This Level 3 Conflict Management qualification is suitable for meeting the requirements of the Security Industry Authority (SIA) for those delivering training in the Private Security industry.

Wondering how we will assess you during the COVID-19 lockdown? Read our ELN COVID-19 Assessment Strategy for more details. We will make sure we support you through to completion at this difficult time.

Who should take up this course?

  • This qualification is chosen by trainers who wish to teach SIA related security courses.
  • The Level 3 Delivery of Conflict management Training is also suitable for other candidates working in customer-facing roles with higher risk for conflict.

The Level 3 Conflict Management Training falls under the remit of Skills for Security, the standards setting body for the security business sector. The ELN Level 3 Delivery of Conflict Management is approved by NOCN.

Key details

This course will enable you to teach SIA course e.g. Door Supervision, Security Guarding, CCTV Operations etc

Please note, the Level 3 Award in education and Training is a pre-requisite. We offer some great package deals so email [email protected], click on the webchat or call us on 02033717309 today!

In order to become a SIA Trainer you will also need the Level 3 Physical Intervention course. Unfortunately, we do not currently offer this course.

Pre-course requirements

Age range: 18+

Core skills: There are no formal entry requirements for this training course however candidate must have reading and writing skills in order to complete the course

Access to Internet using a laptop / pc / tablet using up to date Windows, Android or Apple operating systems.

You must have 3 years frontline experience

A level 3 or 4 Teaching Qualification, for exmaple

To become a security trainer you must also complete the Level 3 Delivering Physical Intervention.

Course Brochure

Would you like to read in more detail what the ELN Level 3 DCM course entails? Download our course brochure now!

Your course Tutors

  • Mark Bresland Mark Bresland EFL Tutor

    Mark is ELN’s Training Manager as well as being one of our most highly rated tutors. He supports students on our DET, IQA, EQA and some Assessor courses. He has amassed over 23 years of training experience, working with all organisational levels, creating, promoting and delivering training solutions in both the public and private sectors, working throughout the UK, Middle East and Africa. He holds numerous qualifications in learning and development including the Diploma in Education and Training, Certificate in Assessing Vocational Achievement, Certificate in Leading Internal Quality Assurance and the Award in External Quality Assurance.

Units and Learning Outcomes

  1. Know how communication can be used to solve problems and reduce the likelihood of conflict
    1. State the importance of positive communication as a way of reducing the likelihood of conflict
    2. Identify how managing customer expectations can reduce the likelihood of conflict
    3. Identify the differences between assertiveness and aggression
    4. State the importance of viewing a situation from the customer’s perspective
    5. Identify strategies that can be used to solve problems
  2. Know the factors that influence human responses in conflict situations
    1. Identify human responses to emotional or threatening situations
    2. Identify factors that can trigger an angry response in others
    3. Identify factors that can inhibit an angry response in others
  3. Know how to assess and reduce risks in conflict situations
    1. Identify the stages of escalation in conflict situations
    2. State how to apply dynamic risk assessment to a conflict situation
    3. State the importance of following employer policies and guidance in conflict situations
    4. Identify measures that can reduce risks for people who may be involved in conflict situations
  4. Know how to communicate effectively and de-escalate conflict in emotive situations
    1. Identify how to use non-verbal communication in emotive situations
    2. Identify how to overcome communication barriers in emotive situations
    3. Identify ways of defusing emotive conflict situations
    4. Identify how to work with colleagues to de-escalate conflict situations
    5. State the importance of providing exit routes and space when dealing with an angry person
  5. Know good practice to follow after conflict situations
    1. State the importance of accessing help and support following an incident
    2. Identify the benefits of reflecting on and learning from conflict situations
    3. Identify the benefits of sharing good practice and contributing to solutions to recurring problems

  1. Understand the principles of scenario-based conflict management training
    1. Explain the principles of scenario-based learning
    2. Explain the benefits of scenario-based learning
  2. Be able to plan and design scenario-based conflict management training
    1. Design effective session plans that apply the principles of scenario-based learning
    2. Design effective scenarios
    3. Justify the design of session plans and scenarios
  3. Be able to deliver scenario-based conflict management training
    1. Deliver an effective session that applies the principles of scenario-based learning
    2. Maintain a positive and safe learning environment which promotes interactive learning
    3. Facilitate interactive and participative learning involving the whole group
    4. Debrief participants to provide maximum learning for the whole group
    5. Describe different methods that can be used to verify that learning has been effective
  4. Know how to evaluate own performance
    1. Evaluate effectiveness of own delivery
    2. Evaluate effectiveness of session plans
    3. Evaluate effectiveness of scenarios


Unit 1: Managing Conflict in the Workplace when Dealing with Customers, Service Users or the Public

30 min paper-based multiple-choice test, at our venue in London or we can arrange to have it at a location nearer. Get in touch to find out more.

Unit 2: Delivering Scenario-based Conflict Management Training 

Microteach of 30-mins including:

1 x microteach lesson plan, scenario-design (including participant briefs), tutor feedback, peer feedbacks, self-evaluations for the delivery, session plan and effectiveness of scenarios.

All assignment templates will be provided.

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Frequently asked questions

You can do the Level 3 DCM course with any prior teaching qualification of Level 3 or above.

Yes, if you can comply with the COVID-19 guidelines currently in place then you can go ahead. For more details please see our COVID-19 Assessment Strategy.

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£280 (Incl. 20% VAT) £350 20%OFF

Offers ends in
14 day money back guarantee
Loved by +1000s of happy customers
4.8 Stars on Trustpilot