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.