Content
Course Duration
Part 1: Distance Learning.
Part 2: One day in order to deliver your 30-minute micro-teaching session part of the Award.
Who is this course suited for?
This unit is intended for people who need an in depth knowledge of conflict management when dealing with conflict with customers, service users or the public. This course will also qualify individuals with a BTEC Level 3 Award in the Delivery of Conflict Management Training.
What's Covered on The Course?
The course comprises of 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 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 determines the standard required to achieve the unit.
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 learnt about how to deliver an effective 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 determines the standard required to achieve the unit.
Distance / Guided learning – All Materials Pre-Prepared for You!
If you choose to do your 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.
Price Options
- £275 per person which includes examination and BTEC certification fees
- For a group of up to 10 people £2475 saving £275
- For a group of up to 20 people £4950 saving a huge £550
Next Course Dates & Locations are Coming Soon
