Delivering Conflict Management

If a person is qualified as a trainer for delivering conflict management training he or she will train others to deal with violence or conflicts in the workplace. This will mean training workers, supervisors, security personnel and all those who normally have to deal with fellow workers or other members of the public that they may have to contend with.  Such trainers will train security guards and other personnel used in public areas, people involved with customer service, supervisors, bailiff and event management personnel. Before going in for such qualifications the person will need to have a teaching or training qualification and sufficient experience in the field where they intend to impart the training. The qualifications are assessed by a training institute like GSS which will require assessment of their knowledge through a test and submission of a portfolio giving evidence of experience. They will then accept the candidate for delivering conflict management training.

The training will allow the person to understand how to manage conflicts in the workplace when one has to deal with the general public, users of a service or customers. It will stress on how to use communication to solve problems and reduce the chances of a conflict. Here it will stress on positive communication by understanding how to manage customer expectations that will reduce the chances of a conflict. The trainer who is delivering conflict management will emphasis on the need to look at things from the customer’s point of view and decide on strategies that can solve the conflict.

Delivering conflict management needs the identifying of  normal human responses to situations that are seen as threatening and one has to learn to understand the factors that cause others to respond to a conflict, with anger. One also needs to understand how to inhibit such angry responses.

Every conflict goes through certain stages and the trainer will teach his students the various stages that conflicts go through. At every stage, the management of conflict requires one to constantly asses the situation and relating them to laid down policies for managing conflicts. Measures have to be taken that reduce the risk for the people involved.

Training has to be given on how to prevent escalation of emotive situations that rise out of any conflict.  These methods can be non-verbal methods to overcome communication failures that will allow the situation to be de-fused. It is also very important to understand the need to provide any angry person with an exit route or sufficient space to allow them to maneuver so that they do not feel hemmed in by a situation which can then lead to hardening of positions.

Once a conflict has been resolved it also necessary to understand the reasons for the conflict. Any experiences gained in the management of the conflict also need to be passed on to colleagues and others who may face such situations in the future. This sharing of knowledge is very essential as it can lead to finding solutions for recurring problems.

At the end of any training for delivering conflict management a trainer should be able to understand why conflicts arise in organizations, and the conditions that cause conflicts. The deleterious effects of conflicts need proper understanding, as well as the various stages that every conflict goes through and the elements that are part of the stages. The trainer will learn how to teach ways of dealing with conflicts and how to respond to the various styles that do come up in conflict resolution. A thorough understanding will also be given on the various strategies that can be used to manage conflicts.

The student trainer will be given instructional material that will prepare him or her to understand all forms of conflict and the right methods on managing them.

Level 3 Award in the Delivery of Conflict Management Training

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.

Progression routes could include:

Level 3 or Level 4 Certificate in Teaching in the Lifelong Learning Sector

What are the qualifications about?

This qualification will help you to train others to deal effectively with any conflict arising when dealing with customers, service users or the public.

Who are they for?

For learners who work or want to work as a trainer for delivering conflict management training. Allows learners to learn, develop and practise the skills required for employment and/or career progression in delivering conflict management training. This is a requirement for licensing for all security operatives who interface with the general public.

Course Content

This comprises one mandatory unit:

• Delivering scenario-based conflict management training.

When you take a course with GSS we will provide you with support, guidance and resources to ensure you have everything you need to successfully achieve the highest possible standard in your chosen field.

• Course Workbooks
• Online Resourses
• Practice Assessments
• Telephone Support
• Email Support

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