Level 3 Award in Delivering Conflict Management Training

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Certification

Assessment

1 x portfolio, 1 x 30min Micro-teach and 1 exam

Study Hours

Approximately 32 GLH recommended

Learning Methods

Blended learning. Online with face-to-face assessments.

Pricing

£295

Groups

Discounts may apply, please contact us

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Course Overview

When pressure rises, your people need calm, confident communicators. This recognised Level 3 trainer award shows you how to design and deliver credible, evidence-based de-escalation training that works in the real world. It fits healthcare, social care, education, housing, retail, hospitality, transport and security—so you can upskill teams across your whole organisation, not just one department.

Why learners and managers say “yes” to your sessions ✅

🚀 You learn a practical framework to spot early warning signs, reduce flashpoints and guide safe decisions under pressure. By the end, you can deliver sessions that feel relevant from the first minute—so delegates lean in, not out.

🛡️ Everything aligns with policy and UK law. You weave in safeguarding, equality, reasonable adjustments, reporting and use-of-force principles, so your courses stand up to audit and investigation, not just classroom critique.

🧩 The programme is scenario-led. We map content to your world—waiting rooms and wards, care homes and community visits, shop floors and venues, stations and call centres—so learners instantly recognise themselves in the examples.

Who this is for (across sectors) 🎯

🏥 Healthcare & Social Care: ward managers, matrons, nurses, HCAs, triage and reception teams, porters and hospital security; registered managers and support workers in residential and domiciliary care.

🏫 Education & Public Services: school, college and university staff; housing officers and community teams; local authority and customer-service hubs.

🛍️ Retail, Hospitality & Transport: store and floor teams, front-of-house, night-time economy staff, drivers, inspectors and station staff.

🛡️ Security & Events: door supervisors, stewards, corporate security and facilities teams looking to strengthen prevention and de-escalation as core skills.

What you will be able to do by the end 🎓

🗣️ Deliver engaging micro-lessons, scenario drills and reflective debriefs that improve confidence and behaviour on shift the very next day.

🔎 Coach simple dynamic risk assessments and safer choices, even when emotions are high and information is incomplete.

📝 Adapt lesson plans, risk prompts and evaluation tools to different venues, shift patterns and learner needs, including reasonable adjustments.

💬 Use language patterns that calm, not inflame—active listening, compassionate framing and clear boundary-setting—so difficult conversations stay professional.

Pathways and sector alignment 🧭

🏥 For healthcare and social care, this award supports de-escalation and can sit alongside PMVA or local restrictive-practice policies.
🛡️ For security, it aligns with trainer expectations commonly used by awarding organisations. If you plan to teach licence-linked courses, pair this with our SIA pathways and seek awarding-organisation approval.

Compelling reasons to enrol today 🌟

⏰ Cohorts are intentionally small so you get individual coaching—once a date is full, it’s gone.
🧰 You leave with ready-to-use lesson plans, scenario scripts and debrief guides—no staring at a blank page.
🔄 Your new skills are transferable across departments, making you the go-to trainer for calm, safe service.

Course Duration

The course takes approximately 32 hours depending upon experience.

Learners can take as little as 32 study hours to complete the course, up to 12 months depending on lifestyle and other commitments.

Course Qualification

Upon successful completion of the course, you will gain the Level 3 Award in Delivering Conflict Management Training which will entitle you to teach conflict management training to others. This course is critical if you want to become an SIA Trainer.

The Level 3 Award in Delivering Conflict Management Training qualification is accredited by Ofqual. Visit https://register.ofqual.gov.uk for more information.

Course Modules

The two modules which create the Level 3 Award in Delivering Conflict Management Training are:

Managing Conflict in the Workplace when Dealing with Customers, Service Users or the Public
Delivering Scenario-Based Conflict Management Training

To pass the award you will need to obtain 5 credits from the two modules.

What the course covers

When you have completed the Level 3 Award in Delivering Conflict Management Training you will be able to:

Solve problems and reduce the likelihood of conflict
Manage customer expectations can reduce the likelihood of conflict
Identify the differences between assertiveness and aggression
View a situation from the customer’s perspective
Identify strategies that can be used to solve problems
Identify human responses to emotional or threatening situations
Identify factors that can trigger an angry response in others
Identify factors that can inhibit an angry response in others
Identify the stages of escalation in conflict situations
Apply dynamic risk assessment to a conflict situation
Following employer policies and guidance in conflict situations
Reduce risks for people who may be involved in conflict situations
Use non-verbal communication in emotive situations
Overcome communication barriers in emotive situations
Defusing emotive conflict situations
Work with colleagues to de-escalate conflict situations
Provide exit routes and space when dealing with an angry
Access help and support following an incident
Reflect on and learn from conflict situations
Share good practice and contributing to solutions to recurring problems

How Level 3 Award in Delivering Conflict Management Training is assessed

The qualification is assessed through one short portfolio, a 30-minute micro-teach session and an exam.

You will be given feedback on your work, and should it not meet the minimum requirements for the qualification you will be given the opportunity to resubmit. Whilst there are no limits on the number of resubmissions, most learners who are required to resubmit pass on their second attempt.

Course Resources

All learners will be offered a course induction session and have ongoing access to a tutor who can be contacted by phone, email, or within study groups.

Online access to the full training content for the Level 3 Award in Delivering Conflict Management Training will be given to all. Free access to this eLearning package is for one year and includes all PowerPoint presentations, a personalised study plan, course notes and handouts.

Access to the eLearning package is 24/7 and can be logged into from any device which has an internet connection.

You will also have access to online webinars.

Course Guarantee

Should you begin the Level 3 Award in Delivering Conflict Management Training course and decide for any reason it is not for you, we offer a 14-day guaranteed to cancel or upgrade the course.

Level 3 Delivery of Conflict Management Training

Why I became an SIA Security Instructor

'I was already a trained teacher and managed multiple different security contracts. I got sick and tired of working 12 hours shifts and decided to take the plunge to become an SIA Instructor. To be honest, I never realised how many different courses I could teach alongside the security courses with health and safety and first aid amongst them'.

Matthew Reynolds

how can you become a first aid instructor

'Transitioning from close protection to becoming a CP instructor was a carefully considered move driven by several factors. My enduring passion for close protection, coupled with a growing need for well-trained professionals, motivated me to share my expertise. This shift allows me to positively impact aspiring security professionals, contribute to industry standards, and continuously grow in my career.'

John McVey

Download Our Free Study Guide

This practical study guide will help you plan your studies and to complete your course quickly.

Success Stories

Imagine a career where your expertise in the security sector isn't just about safeguarding assets; it's about transforming lives and communities. Much like our esteemed instructors, Matt and John, who have harnessed their security know-how to become qualified SIA Instructors, you too can embark on a path that allows you to educate and empower others. Their dedication to teaching has elevated them beyond being mere responders to immediate emergencies. Instead, they've become agents of lasting change, positively influencing the lives of countless individuals and the communities they serve. Join the ranks of passionate professionals like Matt and John, and discover the incredible potential to leave an enduring mark on the world by sharing your security expertise.

Matthew Reynolds

This is where my incredible journey began, and it's a journey that has the power to transform your life too. With a solid background in security and a PGCE from my university years, I thought I had it all figured out. Little did I know that enrolling in the comprehensive SIA instructor courses would open up a world of possibilities and change the course of my career forever.

Yes, I knew I wanted to teach security, but what took me by surprise was how my extensive security experience would become a bridge to teaching first aid, health and safety, fire safety, and practically any subject I chose to specialise in.

Now, after several years of hard work and dedication, I specialise in delivering trainer programs up to degree level. My successful Education and Training Academy is a testament to the fusion of my security expertise and my passion for teaching. I've had the privilege of passing on my knowledge to countless individuals who, like you, are looking to embark on a journey similar to mine.

I've walked the walk, and I understand the challenges and aspirations of learners firsthand. There's nothing more fulfilling than witnessing individuals re-enter the job market, secure promotions, or completely change their career trajectories. Teaching is a dynamic industry where my skills will always find purpose, no matter the sector I work in.

I'm here to guide you toward your goals and propel your career to the next level. Your aspirations are within reach, and I'm eager to be your mentor on this incredible journey. Let's make your dreams a reality together.

John McVey

Once a dedicated close protection professional, I embarked on a remarkable journey that led me to become a successful Close Protection (CP) instructor. This transition wasn't just a career move; it was a transformation that allowed me to make a significant impact in the security industry and foster personal growth.

As an instructor, my mission was clear: to empower the next generation of close protection agents with the knowledge, skills, and ethics necessary to excel in the field. I drew upon my extensive experience, sharing real-world scenarios and insights that only a seasoned professional could provide. This hands-on approach resonated with my students, as they learned not just theory but practical wisdom.

Over time, I witnessed the impact of my instruction as my students thrived in their careers, demonstrating the qualities of professionalism, adaptability, and responsibility that I had instilled in them. Many went on to secure prestigious positions in close protection, and some even surpassed my own achievements.

Beyond the success of my students, becoming a CP instructor also allowed me to embrace personal growth where I run my own courses across the globe and send my learners to different parts of the globe to srtart their CP journey. Today, I look back on my journey from close protection to CP instructor as a resounding success. I am proud of the impact I've had on the lives and careers of aspiring security professionals, and I continue to be inspired by their achievements.

Expected Salary

£25

Per Hour

£250

Per Day

£38,000

Per Year

FAQs

Is this recognised outside security?

Yes. It’s a cross-sector trainer award used across healthcare, social care, education, housing, retail, hospitality, transport and security to evidence competence in de-escalation training.

Will I get techniques I can teach immediately?

Absolutely. The course is scenario-led and gives you plug-and-play resources you can adapt to your policies and environments.

How does this fit with PMVA or physical skills?

This award focuses on prevention, communication and low-risk management. If your role requires physical skills, many learners add the Level 3 Physical Intervention trainer award and integrate both within governance.

Do I need an annual trainer licence?

No, an annual licence is not required. This qualification lasts a lifetime.

Ready to enrol onto the Level 3 Award in Delivering Conflict Management Training?

Booking Dates & Prices

Ready to enrol onto the, Level 3 Award in Delivering Conflict Management Training?

Level 3 Award in Delivering Conflict Management Training

Our public dates are demand-led and vary by region. We work with trusted partners across the UK so we can host assessment days at venues near you. The learning itself is self-paced with tutor support, so you can start straight away without waiting for a classroom date. When you’ve completed the study and practice tasks, simply book an assessment day with us and we’ll confirm the nearest available venue and time. If you don’t see a date listed in your area yet, add your details to the interest list with your location and preferred days. We use this to open additional assessment days where demand is highest and will contact you as soon as new slots are released. For teams, we can also arrange private cohorts on your site or live online to suit your rota.

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Make a group booking for multiple delegates

Our group courses can be delivered in-house at your offices or at a suitable venue. Group training can often work out more cost effective if you have several members of staff you would like to be trained at any one time.

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Why Choose ETA?

Accredited Courses

We are an training organisation accredited by several AOs with all of our courses meeting the standards set by the regulator Ofqual and recognised nationally and internationally.

Unlimited Webinars

All our students get unlimited access to all our webinars.

Interactive Resources

Videos, PowerPoints, Handbooks for all learning styles.

Course Progress Overview

See exactly where you are so you know when you are finished.

Quick Access Toolbar

Shortcuts at the touch of the screen navigating quickly to your assignments.

Instant Chat

Directly send an email to your tutor saving you time.

Course Countdown Timer

See exactly how long you have left so you finish on time.

14-Day Money Back Guarantee

Changed your mind? Let us know and we will promptly provide a 100% refund.

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Latest Reviews

Excellent

Sean Concannon

SMILES DENTAL TRAINING

I have had a really positive experiences with Education and Training and gained my EQA award. Thanks for all your support Matt.

nilima ahmed

I have amazing experience in the pathway of the CAVA qualification!
The support makes my journey easier!
Thank you so much!

Janine Reavell (Janine the gardener)

Amazed I have achieved my level 3 award at 56!
It's never too late to learn and this was made easier with these guys helping all the way and I enjoy teaching so much more now I know how to do it,thanks so much.

Abc

My traning:L3 AET

Matthew provides a very high standard of education and training. The course included useful real-life examples, key studies and practical knowledge, which made learning easier and more meaningful.

The training was delivered partly online and partly through webinars, which worked really well. I never felt alone during the course and felt like I was attending real classes with support throughout. The PowerPoint presentations were clear, helpful and easy to follow.

Matthew is approachable, supportive and easy to communicate with. The website is well organised and easy to use.

One thing to be aware of is that the final session/conversation after completing the training was recorded. We were informed that the recording was for internal purposes only and would not be shared with other studentsot other patties.

Overall, I would highly recommend this training.

Y D Jadeja

I researched a lot and got in touch with many service providers before joining ETA for my Level 5 DiT. It has been an amazing experience completing my Level 5 Diploma in Teaching with ETA. The tasks are super organised, the online material is easy to follow and online portal is very structured.

A big thanks to Matt, who has been phenomenal throughout my learning journey. He has been very supportive and encouraging. I’ve asked hundreds of questions and Matt has always been patient to answer them.

My suggestion to anyone thinking about joining ETA is, just go for it! Stay in touch with Matt because his support and guidance make a huge difference.

Once again, a massive thank you to Matt and the whole ETA team for their support.

Andrew Cumiskey

Matthew provided prompt support and a wide range of resources to help me achieve the qual.

Josh Crossley

I would like to give my sincere thanks to Matt, my Level 5 Diploma in Education and Training tutor, for the outstanding support he provided throughout my qualification. From the very beginning, Matt was approachable, knowledgeable, and genuinely invested in my success. He explained complex concepts clearly, provided constructive and timely feedback, and always encouraged me to reflect and improve my practice.
Whenever I faced challenges or needed reassurance, Matt was patient and supportive, offering practical guidance that helped me stay motivated and confident in my abilities. His teaching style made the course engaging and manageable, and his commitment to high standards pushed me to achieve my best work.
Thanks to Matt’s guidance and encouragement, I successfully completed my qualification and feel well prepared to progress in my teaching career. I am extremely grateful for his support and would highly recommend him to anyone undertaking the Level 5 Diploma in Education and Training.

Aleksandra Misztela

A professional, reliable training provider that I’d confidently recommend!
Genuinely one of the smoothest learning experiences I’ve had.
The communication stood out straight away - quick responses, clear guidance, and always helpful when I needed support. You don’t feel left guessing at any stage, which makes a big difference.
The platform itself is very straightforward to use. Everything is laid out clearly, with all the information you actually need to pass.
The whole process of getting certified felt well organised and stress-free. If you put the work in, passing quickly is absolutely achievable.

Thank you

Sarah Waylett

I would recommended Education and Training to complete a qualification. I have recently completed my EQA knowledge as a self directed course and found it very beneficial . The course enabled me to access the information that I required and support was available when I needed it.

Jimmy Adkins

I’ve just completed my Level 3 Award in Assessing Competence in the Work Environment with The Education and Training Academy, and the experience has been outstanding. Matt has been incredibly helpful and knowledgeable throughout the entire course. His friendly, approachable manner made the learning process genuinely enjoyable, and his feedback was always clear, informative, and constructive. I learned so much thanks to the way he explained things and guided me through each stage.

The support I received has been exceptional, and I’ve already recommended the course to several people including my wife, who works in early years within an SEN setting because the quality of teaching and feedback has been second to none.

Thank you, Matt, for all your hard work and for making this such a positive and confidence building journey.

Sunny Sandhu

Thank you to Matt & his support staff for making studying for my CAVA qualification smoother than i thought it would be. Help and guidance was always available, i cant thank you enough. I definitely recommend the Education & Training academy for anyone who wishes to complete their studies. Thanks again guys!!

Response from the owner:Thank you Sunny. We are proud of you achieving your Level 3 CAVA. We are thrilled to help you complete your IQA and get your training academy set up

Musthafa Hussain

One of the best training academy. Easy access online service. Tutor on hand to support.

Response from the owner:Thank you Musthafa for your kind words. We are thrilled you achieved your EQA. Now we are looking forward to you getting your Level 6

Elise Warburton

An enjoyable experience from start to finish. The learning materials were well‑structured, clear, and genuinely informative. The tutor was attentive and easy to reach whenever support was needed. The learning portal was simple to navigate, with all the relevant information readily available.

Ben

I used The Education and Training Academy with the self study option which was perfect to go at my own pace but the support was always available via email or arranging a session with my tutor. Highly recommend!

Ayman Assaed

A great place to learn and grow. The staff are friendly, approachable, and genuinely care about learners’ progress. The training is clear, practical, and well organised. I had a very positive experience and would definitely recommend The Education and Training Academy.

Olivia Morris

Farah Malik

I recently completed the Level 4 Award in the Internal Quality Assurance of Assessment and Processes and Practice, and I couldn’t recommend this course highly enough. The training was clear, engaging, and very well structured. Starting with an interactive webinar gave me a strong foundation and made the learning experience enjoyable from the outset. The support throughout was excellent, and the course content was practical and relevant to real-world IQA responsibilities. It has helped me build confidence in my role, and I was even able to design and deliver a standardisation meeting as part of my learning. A fantastic course for anyone looking to develop their IQA skills and knowledge.

Lee Walker

I highly recommend the Education and Training Academy to anyone starting their journey in teaching, or looking to gain a solid foundation in education. A great investment in my professional development!

Lainey White

Education & Training Academy provide methods of studying and learning to accommodate different needs. I chose the self study learning which provided me with a flexible self-learning format. Ideal for individuals balancing full-time work and family commitments. The online learning portal is well-structured and provides accessible support documents and training materials. One-to-one meetings and feedback opportunities are readily available, making the learning experience both supportive and personalised. For anyone aiming to deepen their understanding of IQA this course provides a solid foundation and meaningful development opportunities.

Lee Walker

This course content was thorough and up to date, covering everything I needed to know

Ryan Barton

easy to follow. website is a bit difficult to navigate a first, but you learn how to get around it

Laura Dowker

I found the process of enrollment and beginning the course easy. Where I wasn't sure which tasks to start, the assessor made contact and booked a tutorial with me right away, and following this, I felt confident to complete the required tasks. Assessment was very quick

Lauren Atkinson

Very responsive and supportive

Grant Marshall

A really good overall experience with lots of material and support to get my qualifications.

nicola whitby

Both of my children required their Functional Skills Level 2 qualifications for college, and we were fortunate to come across this company. The course material was extremely thorough and informative. From the very first message, the team was incredibly helpful, supportive, and understanding, guiding us through every step of the process right up to the completion of their exams. Their responsiveness has been outstanding, with emails answered within just a few hours, and they consistently go above and beyond to provide the best support possible. I have already recommended their services to others seeking the same qualifications and will continue to do so with confidence. Thank you for your ongoing support and professionalism.

Krupa Jobanputra

Highly recommended for their professionalism and support. 5-star experience!

Amanda Preece

The experience has been good and the Tutor has been available when needed through accessing a simple booking system. The resources are good and easy to find on the system. Feedback from upload work has been concise and timely.

Donna Lightbody

Olaronke Gbadebo

The Education and Training foundation course offered by this academy is exceptionally well-structured and comprehensive. The course materials are thorough and detailed, and the accompanying teaching videos are both informative and engaging. The level of support provided throughout the course is outstanding, ensuring learners feel guided and confident. I highly recommend both the course and the training academy to anyone looking to build a strong foundation in education and training.

Dean Lowdon

I took the Level 4 IQA course and the materials and support provided help me to complete it in a timely fashion.

Kirsty Turnbull

Great online training provider.. I would definitely recommend. I found this company online as well as some others. Having already started a similar online qualification with another company a couple of years ago The Education and Training Academy were significantly better (reasons below)....

I spoke first of all to Matt as I was unsure which was the best course for me. He was very helpful and give me honest and accurate advice on which was the best course to join.

I chose to do the online only version which was right for me, and found all the online videos and training material provided very helpful. As with all online training courses it can take a while to navigate around the platform but this one was fairly simple and easy to use once you had figured it out.

Communication overall was very good and I typically got quick and helpful emails/messages back. With the option to book online meetings if you need them, I did this once and found it helpful

I would definitely recommend this company and have already done this for two of my colleagues who want to do the same course

Stuart Williams

Completed my L4 EQA with with no issues and plenty of support when required.

john white

I would like to express my appreciation for the support I received while completing my EQA qualification. Your company provides high-quality training, and I found the tutor, Matt, to be both professional and approachable. To further enhance the learning experience, consider expanding on interactive elements in the training sessions. If you're looking to advance your professional development, I highly recommend the Education and Training Academy. Overall, it has been a valuable experience.

Sita Shah

The options to choose between a tutor lead course, online tutoring course and self-study course were really stand-out compared to most other training schools I looked into. This suited my requirements around other commitments and my preferred speed of study. In general the communication via the emails was reasonably quick with responses coming through within less than 5 days when asked. Only thing I found was a little misleading change of information or assessment requirements in my final few modules which I think should have been realistically updated on the online portals (I chose the self-study option). And the other thing I found a bit difficult was the microteach group sessions which were not as regular as I would have expected - however the option was provided to undertake a self micro-teach which (with a little luck) I was able to undertake eventually. Aside from this, the course content is thorough and helpful to all types of learners providing video footage, written text, regular assessments and portfolio requirements in an easy to access format via the online portal. Would recommend this course if you're in a hurry to qualify and looking for reasonable pricing structure. Thanks.

Adv vaishnavi devre

I would like to sincerely thank Matthew for his support throughout the course. He is an excellent trainer knowledgeable, approachable, and always willing to provide guidance when needed.

Sinead Doyle

Fantastic company to complete my IQA course with, informative and supportive all the way through. Thank you!

claire Stanhope

Team have been amazing with support and quick to respond to questions and help when unsure of things.

Personally, from a dyslexic point of view the course book was at times a little confusing as was so busy. But this is my personal view point. And when I was stuck the team was there.

I would still recommend this course and think it is good for those that work in education

Ian Perkins

Having signed up for the AET with Education and Training Academy for the on line course the whole portal immediately appeared and access was straight forward . The portal was simplistic to navigate through and all of the material needed was available including books, lesson videos and all relevant portfolios. I was able to communicate with my teacher and the response was very quick and detailed. From a background with limited teaching experience the whole process was very interesting and informative and has given me confidence to move to the next level.
I would not hesitate in using ETA again for my next course.

Lisa Chamberlain

The Level 4 Award in the Internal Quality Assurance of Assessment and Processes and Practice, delivered by the Education and Training Academy, is an accessible programme that offers a strong foundation in internal quality assurance. It combines video lectures, interactive quizzes, and hands-on projects to develop practical, industry-relevant skills. The flexible, self-paced format suited my learning needs, and the content is available at your pace. This course is a good choice for anyone looking to begin or advance their career in quality assurance

Amin

I have taken various trainings before, but what you are providing is exceptional. The learning portal is well-structured and easy to follow.

Catherine Wormley

Completing my IQA qualification. Lots of resources available to support completion of work. Quick marking of work and clear and supportive feedback.

Charlie

Robyn Raye Academy

100% would recommend this training company! The resources provided, the ease of setting everything up and the knowledge of the assessor have been fantastic.

Callum MW

I did the virtual level 3 AET, Matt was the teacher. Excellent course, very engaging and a pleasure to complete

arron smythe

This has been on the best experience's I could of hoped for from a high level course. Engagement from the office has been great and its really helped me achieve a qualification that can change my life. I cannot thank Matt and the team enough. I highly Highly recommend for anyone looking to increase their life goals!

Steve Lilley

I have spent the last 2 years working with Matthew from The Education and Training Academy. I've really enjoyed my journey and feel that i have noticed my deliver of teaching improve dramatically without having to think about it and making an effort. I think the lessons and coursework have impacted hugely on my subconscious teaching ability.

The Education and Training Academy is the 4th awarding body for teaching qualifications I have used over the past 13 years and for me the best one. Some of the others I have used previously I haven't had any support and not completed courses or struggled to get courses finished. Matthew has been available for support regularly, laid out clearly what's needed and delivered really good sessions.

I've decided that I want to complete my IQA and so I'm going to use the Education and training academy for that due to my experience on my level5 in education and training.

Gary Stanley

Just completed Level 3 Award in Assessing Competence in the Work Environment. Really good course. Good training material. Course was well structured. Matt was a great tutor and managed to keep all learners captivated throughout.