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Online · Highfield Qualifications Level 3 Award in the Delivery of Conflict Management Training
You teach. Now teach people to handle conflict.
You already hold a teaching qualification. This is the one the SIA and employers ask for before you deliver conflict management training. A Highfield Qualifications qualification for scenario-based trainers: study online, film your own session, get signed off.
14-Day Money-Back Guarantee – No Questions AskedRefund less PayPal’s processing charge
Since 2012
Specialists in training teachers, trainers, assessors and IQAs
5000+ learners
Teachers, Trainers, Assessors and IQAs trained so far
45+ years
Combined training experience
Approved Centre
Recognised by multiple Ofqual-Approved Awarding Organisations
Since May 2012, nearly 30 people qualify with us every month - You could be next!
The part that stalls people
You can teach. This proves you can teach conflict management.
The SIA requires this qualification of anyone delivering the scenario-based conflict management element of licence-to-practise training. A generic teaching qualification on its own does not cover it.
5 main reasons people choose us
Full course access from the day you enrol
No 8-week countdown clocks. No panic – a full year to work at the pace your life allows.
Money-Back Guarantee – No Questions Asked
Enrol, log in, start Unit 1. If it is not for you, tell us within 14 days. Swift refund – only the PayPal charges are deducted.
Regulated and recognised
Awarded by Highfield Qualifications, on the RQF, supported by Skills for Security. Recognised across the security (SIA) and customer-facing sectors, no small print.
Check the L3DCM on the Ofqual Register (GOV.UK)Marking turnaround
Assessment Submissions marked within 24 to 72 hours – Most providers take 14 to 21 days. You’ll get feedback while the work is still fresh in your head.
Start any day of the year. No cohort dates. No waiting lists.
Pay and enrol – You don't have to wait for days. We invite you to the online course within 10-15 minutes on a weekday (9 am to 5 pm). Exceptions: Weekends and public holidays
Other reasons they love us for
#1 – See yourself here
Is L3DCM right for you?
You may already deliver security or customer-service training. You may be moving into SIA licence-to-practise delivery. Or your employer may need someone in-house who can run conflict scenarios properly.
1: Add Conflict Training To What You Deliver
Build on the teaching qualification you already hold and add the specialism employers and the SIA ask for by name.
2: Built Around Real Scenarios
Learn to design, run and debrief scenarios drawn from door supervision, retail, healthcare, transport and public-facing work.
3: Honest Advice Before Enrolling
Not yet holding a teaching qualification? We will tell you plainly to take the L3AET first rather than sell you this one.
Trusted by professionals working in the following industries
#2 – Enjoy the learning
Small lessons. Useful, lasting skills.
Imagine a spare 15 minutes becoming a step forward. Your course combines different ways to learn, practise and make sense of teaching.
1: 5-15 Minute Bite-Sized, Achievable Learning
Manageable lessons fit around shifts, school runs and the gap between your everyday commitments.
2: Your Professional Toolkit
Print handouts and keep session plans, scenario templates, risk assessment forms and debrief sheets for your portfolio and future delivery.
3: Theory Brought To Life
Narrators, mentors and multi-character dialogues work through real conflict situations, from door supervision and retail to healthcare, rail and hospitality.
4: Watch, Read, Listen – Designed For VARK Learners
Professional video and audio, filmed teaching, written notes, PDFs, activities and interactive quizzes work together in every unit, so you learn the way that suits you.
VisualSketch notes, diagrams and infographics.
AuditoryNarrated lessons and recorded dialogues.
Read-WriteWritten notes, PDFs and handouts.
KinaestheticActivities, quizzes and your filmed scenario session.
Want to see the course from the inside?
Fifteen minutes on a video meeting. We will walk you through both units, the exam, the filmed session and the tutor process.
#3 – Feel at home online
Your next lesson. Always within reach.
Open your course and know where to go. A clear contents panel, visible progress and simple access help you focus on learning.
1: No Passwords To Remember
Simple access and one-click navigation through lessons, resources and assessments.
2: Your Progress, Always Visible
See what you have completed and what is next, without keeping a separate checklist.
3: Learning In Your Pocket
Desktop, laptop, tablet or phone. Your progress syncs and the mobile app brings learning with you.
#4 – You have people beside you
“What if I get stuck?”
Ask us. A real person who has delivered conflict management training will help you take the next step.
1: Replies Within 24 Hours
Email questions answered within 24 hours, so you can keep moving.
2: Real Human Support
Email and telephone support, Monday to Friday, 9 am to 5 pm, throughout your course.
3: Live Help When Needed
Webinars, group Q&A sessions and drop-in calls give you space to talk things through.
4: Practising Trainers
Qualified trainers working in FE and the security sector, with 45+ years of combined teaching and training experience.
14-DAY MONEY BACK GUARANTEE
No Questions Asked
If you enrol, start Unit 1, read the material, watch the videos, look at the assessments and decide within the first 14 days it isn't right for you – inform us and we'll issue a refund.
No exit interview, no awkward conversation, no excuses from our end, nobody to argue with.
The only risk of enrolling is staying exactly where you are.
Or call us on 01908 736 777 and ask us to explain it in plain terms
#5 – Build confidence, step by step
You're allowed to learn.
Haven't written an assignment for years? You do not need to arrive knowing everything. Clear guidance, practical resources and useful feedback help you develop.
1: Prepare – Know What Is Expected
Work through both units and use the included templates to plan your scenarios, session plans and risk assessments.
2: Practise – Your Filmed Scenario Session
Film a live conflict management session you deliver at work and receive written tutor feedback on the design, delivery and debrief.
3: Improve Theory – Two Free Resubmissions
If a theory assessment does not yet meet the criteria, two further attempts are included at no extra cost.
4: Improve Practice – One Free Resubmission
If a practical assessment does not yet meet the criteria, one further attempt is included at no extra cost.
#6 – Make room for real life
Your life doesn't stop. Your learning can fit.
1: Study Around Real Life
Keep your shifts, family commitments and existing training responsibilities. Learn online at a pace that works within your course access period.
2: Extensions When Life Happens
Illness, bereavement, work pressure or a new baby can change your plans. Paid extensions are available if you need more than a year, so you can protect the progress you have made.
365
days of course access
Start with one lesson. Build a rhythm that works for you.
#7 – A clear investment
Everything you need.
£360 including 20% VAT
Covers registration, both units, the Highfield Qualifications exam, marking, two free theory resubmissions and one free practical resubmission per assessment and your certificate. No interest, no fees.
Employers — we invoice you. Pay by Bank Transfer. Request an Invoice
Refund less PayPal’s processing charge
1: What’s included in your £360?
✓365 days access to our LMS (Learning Management System)
✓Highfield Qualifications registration and exam fee
✓Videos, audio guides, professional templates and printable resources
✓Two theory resubmissions per assessment
✓One practical resubmission per assessment
✓Ongoing email, telephone and live support by the tutor
✓Digital Certificate – Your licence to deliver scenario-based conflict management training
✓No surprise charges at checkout!
2: Employer Funding
We can invoice your employer directly, enrol your people together and report progress. There is no minimum booking number. Visit our Corporate page
3: Certificates Issued Fast
You should receive your certificate within 2-3 weeks of successfully completing all course requirements.
Employers: qualifying a whole team?
Send us your finance contact and we will invoice directly, enrol your people in one batch and report progress back to you. Multiple-booking discounts apply: 5% for 3 to 4 bookings, 10% for 5 or more. There is no minimum number of seats. Visit our Corporate page
Refund less PayPal’s processing charge
#8 – Experience you can trust
Training Teachers, Assessors and IQAs. Since 2012.
More than 5,000 learners have trusted us with their teaching, assessing and IQA qualifications. This is our specialism.
1: Qualified, Practising Trainers
45+ years of combined experience, with qualifications across teaching, assessing and internal quality assurance, including QTLS, DET/DTLLS, CELTA and assessor/IQA awards.
2: Founder-Led And Accountable
Independent and founder-led. You can escalate concerns personally to the directors and speak to people responsible for your experience.
3: Direct Claims Status
Allows us to claim and procure your certificates within 2-3 weeks of course completion. No more waiting for months.
We have also worked with TQUK | AIM Awards | City & Guilds | Edexcel (Pearson) in the past.
4: Support Beyond Completion
Keep in touch as you take your next steps. Completing the qualification does not mean the conversation ends.
5: References When You Need Them
After successful completion, employer references are available on request to support your next application.
#9 – People who started here
Thousands started where you are.
What learners say after completing the L3DCM and our other courses: help and understanding, a programme that guides you from start to finish and exceptional support.
100% genuine. Feedback supplied from our Google or Facebook Reviews, LMS, Emails, etc.
No learner names, ratings or career outcomes have been invented.
#10 – Look beyond the certificate
Imagine where this could lead.
Deliver conflict management training that stands up to scrutiny, with more structure and confidence.
1: Your experience
You already teach and work in or around public-facing roles.
2: L3DCM
Learn to design, deliver and debrief scenario-based conflict training.
3: Teach & train
Deliver SIA licence-linked and in-house conflict management courses.
4: Keep progressing
Move on to the L4CET.
5: Progression Costs You Less
Complete the L3DCM with us and progress to eligible further qualifications, including the L4CET, at a reduced rate. We will help you choose a route that matches your experience and entry requirements.
What you will study
Two mandatory units, 5 credits, 43 hours total qualification time, 32 guided learning hours. Qualification number 600/0707/2.
Unit 1: Managing conflict in the workplace when dealing with customers, service users or the public
2 creditsH/615/6965 · Level 2 · knowledge unitLearning outcomesHide the learning outcomes
Unit 1: Managing conflict in the workplace when dealing with customers, service users or the public
2 creditsUnit 2: Delivering scenario-based conflict management training
3 creditsT/602/6253 · Level 3 · practical unitLearning outcomesHide the learning outcomes
Unit 2: Delivering scenario-based conflict management training
3 creditsAssessment is a 1-hour Highfield Qualifications multiple-choice exam for Unit 1 (30 questions, 20 to pass), sat online with remote invigilation when you are ready, plus a portfolio for Unit 2 built around a conflict management session you film delivering at work.
Entry requirements
You are aged 18 or over
You already hold a teaching or training qualification – the L3AET, PTLLS, CET/CTLLS or DET/DTLLS. Evidence must be available for external quality assurance
You are working in, or have access to, a setting where you can deliver and film a conflict management session
You have at least Level 2 literacy and are comfortable learning on a screen – reading, researching and watching videos
You are self-motivated and can study independently with some tutor support
You are comfortable working without regular face-to-face contact
In-house and class based
Would you rather have this taught in a room?
This page describes the online course. We also deliver it class based at your own site for groups of six or more, with the taught part face to face and the rest finished online. Class based delivery is only available as a corporate booking.
Before you ask on the call
Questions people actually ask
Pick a topic to open its answers
Who should do this course?
It is for qualified trainers who want to deliver scenario-based conflict management training. It suits:
- Trainers delivering SIA licence-to-practise courses that include conflict management
- Security company trainers and door supervision instructors
- NHS, transport, retail and local authority trainers working with frontline staff
- L3AET holders adding a recognised specialism to what they can deliver
Who enrols on this course?
Three groups make up most of our intake.
✓SIA licence-to-practise trainers
Delivering door supervision or security courses that include the conflict management element.
✓In-house trainers
NHS, transport, retail and local authority teams who train frontline staff to handle aggression safely.
✓Employers buying seats
Qualifying a training team in one batch, invoiced on your terms. No minimum numbers required. Visit our Corporate page
Who is this course 'NOT' for?
- You are aged under 18
- You do not yet hold a teaching or training qualification
- You do not have a basic to intermediate command of the English language
- You do not have a good working knowledge of how to use technology
- You are not comfortable with technology or do not enjoy learning on a screen – reading, researching and watching videos
- You struggle to motivate yourself or find it difficult to study without constant support
- You rely heavily on face-to-face interaction and find it difficult to progress independently
What will I be able to do by the end?
On successful completion of the course, you will:
- Explain the principles and benefits of scenario-based learning
- Design session plans and realistic conflict scenarios and justify your design choices
- Deliver a safe, interactive session that involves the whole group
- Debrief participants so the whole group takes learning from the scenario
- Describe methods of verifying that learning has been effective
- Evaluate your own performance and plan your development
- Understand how communication, risk assessment and de-escalation work in real conflict situations
Is the L3DCM recognised?
Yes. It is Ofqual-regulated, awarded by Highfield Qualifications and recognised across the security (SIA) and customer-facing sectors. British qualifications are well regarded internationally and Ofqual-regulated qualifications are accepted by many employers and organisations outside the UK. Recognition overseas is decided by each country or employer, so check with them if you plan to work abroad. Check it on the Ofqual Register (GOV.UK)
What comes after the L3DCM?
Highfield Qualifications signposts the following progression routes:
- Highfield Qualifications Level 3 Award for Deliverers of Physical Intervention Training within the Private Security Industry
- Level 4 Certificate in Education and Training
- Level 3 Assessment and Level 4 Quality Assurance qualifications
How is this different from a cheaper conflict management course?
Cheap courses typically hand you a PDF and an exam booking. Our course includes professionally produced AV lessons, original infographics, real conflict case studies from security, healthcare, retail and transport, scenario and debrief templates you keep, observation of your filmed session and 24-72 hour personal marking. The certificate says the same thing on paper. The trainer you become is very different.
What is the filmed session?
For Unit 2 you deliver a scenario-based conflict management session to a real group at work and film it. Your portfolio includes the session plan, the scenarios you designed, your justification for them, the recording and your own evaluation. Your tutor gives written feedback on the design, the delivery and the debrief.
How and when do I sit the exam?
Unit 1 is assessed by a Highfield Qualifications multiple-choice exam: 30 questions in 1 hour, with 20 correct answers needed to pass. You sit it online with remote invigilation, booked when you feel ready rather than on a fixed cohort date. Photographic ID is required.
How fast is my work marked?
Within 24 to 72 hours, often the next day. Weekends and public holidays are not counted. Most providers take 2 to 3 weeks.
Can I fail?
Each written assessment is a Pass or a Refer, with clear pointers to put it right: three attempts at each, and two at your filmed session. The Unit 1 exam needs 20 correct answers out of 30, and if you miss it, you can resit for £100 including VAT.
Do I need a teaching qualification first?
Yes. Highfield Qualifications requires you to already hold a teaching or training qualification such as the L3AET, PTLLS, CET or DET and to be 18 or over. If you do not hold one yet, start with our L3AET and come back to this afterwards.
Do you support learners with dyslexia or other needs?
Yes. Tell us what helps you and we will make reasonable adjustments. See our Accessibility and Reasonable Adjustments Policy.
How soon can I start?
Today. On weekdays (9 am to 5 pm) your course invitation arrives within 10 to 15 minutes; book at the weekend or on a public holiday and it arrives by the next working day. Receive your invite, fill your application form, upload your photo ID and begin.
Can I start at a later date after making the payment?
Yes, by all means. We allow you to start within 30 days of receiving the invite. Beyond that, a re-invite fee of £60 including VAT applies.
How long does it actually take?
Highfield Qualifications sets 43 hours of total qualification time, 32 of them guided. Most part-time learners finish in a few weeks or months once they have a session to film. You have 365 days and there is no penalty for using them.
Can I study on my phone?
Yes. Desktop, laptop, tablet or phone, and your progress syncs. For writing and uploading assessments, a laptop or computer is easiest.
What support will I get?
A named tutor from start to finish. Email or phone us Monday to Friday, 9 am to 5 pm, and we reply to emails within 24 hours. Live calls are there when you need them.
What if I need more than 365 days?
Most learners finish well inside the year. If life gets in the way, extend 30 days at a time for an Extension fee of £125 + VAT.
What are the benefits of online learning?
- Powerful visual cues and experiential exercises that make learning better & faster
- Always available – a course that is as close as a computer with an internet connection
- Control the learning environment – you set your own pace and schedule
- Allows flexibility – with no set class times, you decide when to complete your assessments and learning
- A cheaper course than traditional college courses – with no hotel/housing, meal plans or travel expenses to worry about
- No interruptions in your job/career if you are currently busy working/teaching
- No need to take a leave of absence in order to go back to college
- No need to go to the classroom course over a number of days
- No need to worry about the teacher's absences or the effects of other learners (good or bad)
- A controlled positive social atmosphere – no bullying or leg pulling
- Saves you time, energy and money as well!!!
Can I talk to someone before I enrol?
Of course. Book a free 15-minute call and we will walk you through a unit, the assessment and how your tutor helps, or call us on 01908 736 777.
Exactly what's included in the package
As a learner, you will get…
✓Full access to the online course via our LMS – video lessons, reading materials, infographics and scenario-based activities across all units
✓A dedicated Course Tutor for content guidance and to mark your work plus administrative queries
✓Written feedback on theory assessments and practical teaching observations within 72 hours
✓Up to 3 submission attempts per theory assignment
✓Up to 2 attempts for your practical teaching observation
✓365 days to complete the course from your start date
✓A 14-day money-back guarantee from the date of purchase, no questions asked (refund less PayPal’s processing charge)
✓Automated LMS reminders to keep you on track with course progress
✓A digital certificate emailed to you on receipt from the Awarding Organisation
✓The option to order a physical copy for an additional charge
✓Access to TTT's full suite of policies and procedures, including Appeals, Complaints, Malpractice and Privacy policies
Exactly, what do I 'NOT' get in the package?
As a learner, you will NOT get…
✗A classroom-based or face-to-face learning experience – this course is delivered entirely online
✗Guaranteed availability of your tutor or assessor without a pre-booked appointment
✗Unlimited submission attempts – theory assignments are limited to 3 attempts and your practical teaching observation to 2
✗An open-ended course registration – you have 365 days to complete, with extensions available only in extenuating circumstances and subject to a fee
✗Instant feedback – turnaround times are 24-72 hours for theory submissions and practical observations
✗A guaranteed pass – your outcome depends entirely on the quality of your submitted work against the assessment criteria
✗Access to any other TTT courses or promotional offers as part of this enrolment
✗A refund if 20% or more of the course has been accessed or if the 14-day refund window has passed
✗A free physical certificate – a digital copy is provided at no charge, but a physical copy is available to order for an additional fee
✗Printed course materials – all resources are delivered digitally via the LMS (Learning Management System)
✗Error-free AI-assisted content – some materials and feedback tools are supported by AI, which TTT uses with care but which may occasionally contain minor inaccuracies
✗TTT responsibility for saving your submissions – you must maintain your own personal backups of all submissions/coursework
✗Permission to share, resell or distribute TTT's intellectual property
Are there any hidden charges?
None. £360 including VAT covers registration, both units, the Highfield Qualifications exam, marking, two free theory resubmissions and one free practical resubmission per assessment and your certificate.
How do I pay?
Securely through PayPal at checkout, by card or PayPal account: in full, in 3 or in 30 days. Employers can request an invoice and pay by Bank Transfer.
Can I pay in instalments?
Yes, through PayPal. You can pay in full, split the cost into three interest-free payments of £120.00, £120.00, £120.00 or pay in 30 days at no extra cost. Employers are invoiced and pay by Bank Transfer.
Do you offer group discounts?
Yes: 5% off for 3 to 4 learners and 10% off for 5 or more. Train a Team
What if I start and decide it's not for me?
You're fully protected by our 14-day no-quibble money-back guarantee. If you enrol, start Unit 1, read the material, watch the videos, look at the assessments and decide within the first 14 days it isn't right for you – email us and we'll refund your fee, less PayPal’s processing charge. No exit interview, no awkward conversation, no excuses from our end, nobody to argue with. The only risk of enrolling is staying exactly where you are.
Can I pass my place to someone else?
Yes. A transfer or substitution is £50 + VAT. Just ask us.
What does the certificate say?
Highfield Qualifications Level 3 Award in the Delivery of Conflict Management Training (RQF), qualification number 600/0707/2. There is no mention of the mode of study on the certificate, so class-based and online learners receive the same certificate.
Who issues my certificate?
Highfield Qualifications, an Ofqual-approved awarding organisation. We claim it for you directly, so there is no long wait.
Can I get a reference afterwards?
Yes. Once you complete, we are happy to provide a reference for your next application.
Can I get a printed certificate?
Your digital certificate is free. If you would like a printed or duplicate copy, it is £45 + VAT.
Your next step
Tell us what you want to do.
Take the Course Quiz and it will tell you which qualification fits in about 57 seconds. If you would rather talk it through, Book a Call – we will point you at the right qualification or tell you honestly if we cannot help.
Or call us on 01908 736 777
14-Day Money-Back Guarantee – No Questions Asked
Refund less PayPal’s processing charge