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 license 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 license (both parts of the full or provisional license 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 license 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 the 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.

Course Overview

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Course Details

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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 license (both parts of the full or provisional license 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 license 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 the 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.