The Level 3 Award in the Delivery of Conflict Management Training has been developed to meet the requirements of trainers who wish to deliver scenario-based conflict management training.
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..
Who can 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.
There are two compulsory units. Both these units must be achieved and there are no optional units.
- The first unit is a theory unit based on the Level 2 Conflict Management. This is assessed by a simple 30-min MCQ test taken under SIA exam conditions.
- The second unit is a practical and involves the plan, design and delivery of a 30-minute scenario-based microteach on any conflict management technique.
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.
Who will you learn with?
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.
Recommended 3 years frontline experience
A level 3 or 4 Teaching Qualification, e.g.
To become a security trainer you must also complete the Level 3 Delivering Physical Intervention.
- Know how communication can be used to solve problems and reduce the likelihood of conflict
- State the importance of positive communication as a way of reducing the likelihood of conflict
- Identify how managing customer expectations can reduce the likelihood of conflict
- Identify the differences between assertiveness and aggression
- State the importance of viewing a situation from the customer’s perspective
- Identify strategies that can be used to solve problems
- Know the factors that influence human responses in conflict situations
- Identify human responses to emotional or threatening situations
- Identify factors that can trigger an angry response in others
- Identify factors that can inhibit an angry response in others
- Know how to assess and reduce risks in conflict situations
- Identify the stages of escalation in conflict situations
- State how to apply dynamic risk assessment to a conflict situation
- State the importance of following employer policies and guidance in conflict situations
- Identify measures that can reduce risks for people who may be involved in conflict situations
- Know how to communicate effectively and de-escalate conflict in emotive situations
- Identify how to use non-verbal communication in emotive situations
- Identify how to overcome communication barriers in emotive situations
- Identify ways of defusing emotive conflict situations
- Identify how to work with colleagues to de-escalate conflict situations
- State the importance of providing exit routes and space when dealing with an angry person
- Know good practice to follow after conflict situations
- State the importance of accessing help and support following an incident
- Identify the benefits of reflecting on and learning from conflict situations
- Identify the benefits of sharing good practice and contributing to solutions to recurring problems
- Understand the principles of scenario-based conflict management training
- Explain the principles of scenario-based learning
- Explain the benefits of scenario-based learning
- Be able to plan and design scenario-based conflict management training
- Design effective session plans that apply the principles of scenario-based learning
- Design effective scenarios
- Justify the design of session plans and scenarios
- Be able to deliver scenario-based conflict management training
- Deliver an effective session that applies the principles of scenario-based learning
- Maintain a positive and safe learning environment which promotes interactive learning
- Facilitate interactive and participative learning involving the whole group
- Debrief participants to provide maximum learning for the whole group
- Describe different methods that can be used to verify that learning has been effective
- Know how to evaluate own performance
- Evaluate effectiveness of own delivery
- Evaluate effectiveness of session plans
- Evaluate effectiveness of scenarios
Unit 1: Managing Conflict in the Workplace when Dealing with Customers, Service Users or the Public
30 min classroom based multiple-choice test
Unit 2: Delivering Scenario-based Conflict Management Training
Microteach documents 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.