BTEC Level 3 Award in the Delivery of Conflict Management Training

The Main Aims of the Course are:

Edexel has introduced a new qualification, which came into effect from December 2010. This qualification has been revised and conforms with the requirements of the new QCF (Qualifications and Credit Framework). This qualification is designed to provide training for people who wish to teach conflict management skills.

The course comprises two Units and a breakdown of each Unit can be seen below:

Unit 1: Managing Conflict in the Workplace when Dealing with Customers, Service Users or the Public

This unit is intended for people who need a knowledge of conflict management when dealing with conflict with customers, service users or the public.

This unit covers how to avoid and manage conflict situations. It is applicable in a range of roles where there is direct contact with customers, service users and the general public. The unit includes how communication skills can be used both to avoid conflict and to resolve problems once conflict has been defused. It then considers the factors that influence human responses in a conflict situation, for example triggers and inhibitors, and moves on to ways in which to assess and reduce risks in conflict situations. The unit also covers how communication skills can be used to de-escalate conflict and post-incident issues, such as support and the importance of sharing good practice.

In order to pass this unit, the evidence that the learner presents for assessment needs to demonstrate that they can meet all the learning outcomes for the unit.

The assessment criteria determine the standard required to achieve the unit.

On completion of this unit a learner should:

1. Know how communication can be used to solve problems and reduce the likelihood of conflict
2. Know the factors that influence human responses in conflict situations
3. Know how to assess and reduce risks in conflict situations
4. Know how to communicate effectively and de-escalate conflict in emotive situations
5. Know good practice to follow after conflict situations

Unit 2: Delivering Scenario-based Conflict Management Training

This unit is intended for people who will be delivering scenario-based training in conflict management.

This unit allows trainee-tutors to apply their knowledge of conflict management to allow them to teach it effectively in a scenario-based approach. They will learn about the principles and benefits of scenario-based conflict management training and about how to plan and design effective session plans and scenarios. They will then have learn about how to deliver an effective a training session, including debriefing participants afterwards, which they will have to put into practice by delivering a session that they have designed.

Finally, trainee-tutors will learn about different methods of evaluating effectiveness. They will have the opportunity to put all of this into practice, being assessed on their ability to design and deliver a session plan and scenario, and afterwards to evaluate their own effectiveness.

In order to pass this unit, the evidence that the learner presents for assessment needs to demonstrate that they can meet all the learning outcomes for the unit. The assessment criteria determine the standard required to achieve the unit.

On completion of this unit a learner should:

1. Understand the principles of scenario-based conflict management training
2. Be able to plan and design scenario- based conflict management training
3. Be able to deliver scenario-based conflict management training
4. Know how to evaluate own performance

Distance / Guided learning – All Materials Pre-Prepared for You!

If you choose to do you Conflict Management Award with us you will be given all of the resources required to complete the vast majority of the work required for all of Unit 1 and part of Unit 2 by distance learning. The documentation for all of the learning requirements above has been already produced for you. Including resource material and links to appropriate web-resources where appropriate to help you complete each task effortlessly and with ease.

Teaching Practice and Micro-Teaching

Teaching practice is not a requirement to achieve the unit in this qualification other than as micro-teaching for assessment purposes. Candidates should be involved in at least one 30-minute micro-teaching session, which should be observed and assessed by a member of the delivery team as well as the learner.