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


Course Description

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. 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.

Course Content

​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


Awarding Body


Target Audience

Trainers need to have achieved the ‘Preparing to Teach in the Lifelong Learning Sector’ (PTLLS) award before approval can be granted, or demonstrate that they possess an equivalent qualification acceptable to HABC.All trainers delivering scenario-based conflict management training for the SIA licencelinked qualifications are required to hold an NQF or QCF Level 3 qualification in the delivery of conflict management training.


Sector Competence

Applications will be assessed individually. HABC require that Nominated Tutors hold a qualification in a relevant subject area. Nominated Tutors should also be able to demonstrate relevant experience and knowledge in a work context and provide evidence of engagement with the subject field and continuing professional development.  It is also a requirement that trainers must demonstrate to awarding bodies that they are keeping their own knowledge (and skills where appropriate) up to date and relevant to industry. This is best demonstrated by evidence of professional development and/or ongoing workplace experience​.


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. On successful completion of Units 1 and 2, the candidate will be issued with the certification.Duration​4 days.​​Location​​​​​​​​​​Company course booking - In-house / on–site at your place of work.Individual course booking - see training calendar for dates and locations.



​​​​​​​​​​Minimum of 6 and a maximum of 12 delegates.​



Individual course booking - £400 per course (+VAT)​

Prices includes registration, examiner fees, course material & certificates.​