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

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Course Summary

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. Learners will already have completed a training qualification, for example Level 3 or Level 4 Preparing to Teach in the Lifelong Learning Sector.

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. The qualification also meets the requirements of the Security Industry Authority for those delivering the licence to practice qualifications which include scenario-based conflict management training.

This qualification is made up of two mandatory units. Learners must successfully complete the assessments for both units to achieve the qualification.p;

Guided Learning hours: 36

Learning Outcome

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

How this Qualification is Assessed

Unit 1

Assessed by a 30-question multiple-choice examination. Learners must achieve a score of at least 20 out of 30 in order to pass.

Unit 2

Assessed by a portfolio of evidence.