Managing Conflict in the Workplace when dealing with Customers, Service Users or the Public
How communication can be used to solve problems and reduce the likelihood of conflict
Factors that influence human responses in conflict situations
How to assess and reduce risks in conflict situations
How to communicate effectively and de-escalate conflict in emotive situations
Good practice to follow after conflict situations
Delivering scenario-based Conflict Management Training
The principles of scenario-based conflict management training
Planning and designing scenario-based conflict management training
Delivering scenario-based conflict management training
How to evaluate your own performance
Evaluating the delivery of inclusive teaching and learning
Level 3 Delivery of Conflict Management Training
The HABC 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.
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 (SIA) for those delivering the
licence to practice qualifications which include scenario-based conflict management training.
1 Multiple choice exam and a Portfolio of Evidence.
Successful candidates will receive a Level 3 Award in Delivery of Conflict Management Training