Level 3 Conflict Management

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

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.

Please note it is mandatory for all candidates to hold or achieve a First Aid at Work or First Person on Scene qualification when applying for your SIA license.

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