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Conflict Management Level 3 Certificate Course


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Conflict Management Level 3 Certificate Course

Price: £325.00Course Code: BPS201
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( Ahmed, 29/01/2014 ) Q: What is the level of this certificate? Is it level 1, 2, 3, 4, diploma etc?? Also, will this certificate accept from Maldives accreditional board??
( 30/01/2014 ) A: This certificate is at a level 3 standard. Our certificates have been used worldwide and so it should be useful to you in the Maldives.

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Conflict Management Level 3 Certificate Course

Conflict Management course online. Learn strategies to manage conflict effectively. Age conflict can destroy relationships and lead to increased stress, or it can improve our relationships and give us a greater sense of control over ourselves and our environments. Explore the causes and effects of conflict. Learn how to manage it through effective communication, active listening, and problem solving. Develop your ability to use facilitation, negotiation or mediation in group situations to achieve win-win solutions.


ACCPH accredited course logo This course is accredited by ACCPH and allows you to join as a professional member after completion. Membership allows you to add the letters MACCPH after your name (post-nominals).


CNA accredited course logo


This course has been accredited by the CMA - The Complimentary Medical Association. On completion of any qualifying module, you can join as a "Fully Qualified Practitioner" and be entitled to use the post-nominal latters "MCMA" after your name. CMA Full Membership is a privileged position and the fact that you have been accepted for CMA Membership demonstrates that you have a clear commitment to standards and professionalism. CMA Members in all categories are recognised as the elite in their field.

This accredited Level 3 course is ideal at those working in, or wanting to work in:    

  • Counselling
  • Psychotherapy
  • Psychology
  • Mediation
  • Marriage guidance
  • Council positions
  • Police
  • Security
  • Correctional services
  • Management
  • Personnel Departments
  • Retail
  • Customer Service Industries
  • and many more.......



Learning Goals: Conflict Management BPS201
  • Describe the nature of human conflict and ways to manage it.
  • Explain the importance of listening when dealing with conflict situations, and appreciate different listening techniques.
  • Define negotiation and discuss the process of negotiation
  • Define mediation and discuss the process of mediation
  • Define facilitation and discuss the process of facilitation
  • Discuss problems that may arise through negotiation, in particular, balance of power and its connotations
  • Explain the importance of working in groups as a means of learning how to deal with group conflicts
  • Explain ways of understanding and dealing with different types of crisis.



Lesson Structure: Conflict Management BPS201

1  Conflict Management and Anger

  • Introduction
  • Conflict Handling Techniques: Conflict Handling Styles, Advantages and Disadvantages of Different Conflict Management Strategies
  • Anger: Approaches to Anger, Anger Management, Anger Management Techniques, Strategies for Dealing with Anger in Yourself and Others

2  Listening

  • Channels of Communication
  • Listening: Stages of Listening, Obstacles to Listening, Empathic Listening, Ground Rules, More than Listening,Listeners in Control, Emotions, Separate People from the Problem, Traps for Listeners

3  Negotiation

  • Negotiation: Definitions, The Establishment Group, The Community Group, Bargaining in Negotiations, Win-Win Bargaining/Integrative Bargaining, Being a Skilled Negotiator
  • The Joint Problem Solving Approach: Characteristics of Effective Negotiating Behaviour, Writing a Brief, Guidelines for Negotiating, Negotiation Mistakes, Emotions, Dealing with Difficult People, Finding a Solution

4  Mediation

  • What is Mediation?
  • When is Mediation called for?
  • The Mediator's Responsibilities
  • Mediation Process: Mediation Model 1, Mediation Model 2, Case Study - Alternative Dispute Resolution

5  Facilitation

  • Facilitation: Preparing for a Facilitation Meeting
  • Attributes of a good Facilitator: Stress, The Fight or Flight Response
  • Symptons and Effects of Stress: Confidence in Conflict Management
  • A Stress Management Response Program

6  Balance of Power

  • Problems with Negotiation: Re-entry, Power Imbalance, Dealing with Power Imbalances, Verbal Bullying, Asking Questions, Information and Experience, Agenda Setting, Role-plays, Needs Exploration, Ending the Meeting

7  Discussion and Group Work

  • Managing Group Conflict
  • Group Conflict Management Exercises: Anger Exercises, Listening Exercises, Negotiation and Mediation Exercises, Joint Problem Solving Exercises, Role Play Exercises
  • Conducting Structured Exercises in Small Groups: What to Avoid, Evaluation
8  Crisis Analysis and Responses
  • Crisis Analysis: Responses to crisis (Physical, Mental,Emotional, Behavioural), Guidelines for Approaching a Crisis Situation
  • Interventions: Principles of Crisis Intervention, Goals of Crisis intervention, Crisis Intervention Techniques, Debriefing




  • Different types of conflict handling styles
  • Dealing with Anger
  • Controlling listening and Traps for listeners
  • Empathic listening
  • Negotiation between community and establishment
  • Practical suggestions for negotiation, breaking the rules, alternatives
  • Responsibilities of a mediator, mediation processes, agreements, team work, settling behaviours
  • Factors influencing the balance of power
  • Role play
  • Conducting structured experiences in small groups

Conflict is destructive when it:

  • Diverts energy away from important work or other issues (consider, much scientific and social progress has been made during war times. This is not to say that war is good, but that conflict can encourage progressive thought and action)
  • Destroys morale
  • Polarises groups
  • Deepens differences in values
  • Produces violence

Conflict is constructive when it:

  • Opens up and clarifies important issues and helps solve them
  • Increases involvement of individuals in important issues
  • Makes communication more authentic
  • Releases pent-up emotion, stress or anxiety
  • Helps build group cohesiveness
  • Helps individual growth, provided there is reflection on the conflict

This course will provide you with a range of conflict management techniques. You will gain an understanding of conflict and how we can work to avoid conflict.  Learn a wide variety of things, through a combination of reading, interacting with tutors, undertaking research, practical tasks, etc. Develop your ability to manage conflict situations, as a counsellor, manager, supervisor, or simply a concerned person.



 Excerpt from the Course

When groups negotiate, they will usually expect there to be some give and take. They may have related goals, that they cannot accomplish alone, but they usually do not want exactly the same thing. This interdependence can lead to a win-lose or win-win situation and the type of negotiations used will vary according to this. 


The groups will either try to

  • Force the other group into meeting their demands
  • Modify their opposing positions
  • Move towards a compromise
  • Invent a solution that meets the objectives of all parties


Once negotiation has started, the attitude as well as the skill and experience of the negotiators will determine the particular success or failure of a session. In its crude form, negotiation can be seen as bargaining, sometimes even as a game.


One of the key causes of change is the mutual adjustment that can occur during a negotiation. Both parties will be aware that if they can influence the other party, then the other party can influence theirs. Effective negotiators will attempt to understand how people adjust and readjust their positions based on what the other group does or is expected to do. Parties may exchange information and try to influence each other. The process of making concessions and give and take is necessary for a settlement to be agreed upon.  If one party is not willing to accept any proposals, there may be a breaking off of negotiations. 


Conflict often arises between an "establishment" group (e.g. Municipal council, police or business management) and a "community" group (e.g. association of tenants, a workers’ association or parents’ committee). It also arises between two individuals where one or both parties wishing to tackle conflict issues.  Negotiation is called for, sometimes urgently, but how can we start to arrange it? It is useful to begin by looking objectively at the nature of the two groups. Here are some of the main differences:


The Establishment Group

The Community Group

Often a single entity (church, government department)

Often a group of autonomous organisations. Membership fluid and not always clearly defined.

A permanent institution

Usually a temporary or ad-hoc grouping of organisations


Stability can fluctuate

Clearly defined structure

Loose structure

Usually clear lines of authority  (Can move outside formal structure)

Unclear power structure; shifts of power not uncommon

Usually capable of quick action

Action may require lengthy consultation with membership. Extended internal negotiation may be required before decision making.

Primary concern is usually with substantive programs (e.g. implementation of specific laws or regulations)

Often perceives issues in terms of justice, fairness and other beliefs related to human rights

More power and resources

Less power and resources


The above comparisons provide a general background to the main problem, which is that of getting negotiation procedures started. It is also important to analyse the specific reasons why either or both parties are not willing or ready to come to the negotiating table in a specific situation. This will indicate the areas in which facilitative groundwork has to be done, either by members within the groups, or by third parties. Here are some of the reasons which may prevent constructive negotiation.


The Establishment Group

  • Doesn't recognise the problem
  • Doesn't recognise the seriousness of the  problem
  • Believes conditions will improve without negotiations
  • Doesn't acknowledge the legitimacy of the protest group
  • Doesn't trust the protest group
  • Doesn't believe the protest group is representative of the community
  • Doesn't believe the group can sustain the protest
  • Lacks the political support necessary from its constituency to negotiate with this group at this time, on this issue
  • Bad timing, overriding political concerns (imminent election contract renewal)
  • Doesn't want to give up power or resources
  • Would appear to be backing down if it agreed to negotiate
  • Is bound by strong ideological background


The Community Group

  • Needs time to build community support
  • Needs protest activity to gain community support
  • Needs time to heighten community awareness
  • Hasn't finally decided on what is and what is not negotiable
  • Internal dissension (power struggle for leadership
  • Personal agendas of leaders (fear of losing jobs or losing elections)
  • Doesn't trust the establishment
  • Wants to go to court for legal precedent
  • Would appear to be backing down if it agreed to negotiate
  • Bound by strong ideological principles



EBook to Compliment this Course

Leadership EBook

An invaluable guide to the theories and practicalities of leadership – this fascinating in-depth guide helps to explain what makes a good leader and how the skill can be developed. 

Link to eBook on LeadershipLeadership

by the Staff of ACS

Leadership eBook course online. What makes a good leader? Is it an innate personality trait or a skill that can be aquired? This book is an excellent guide to the theories and practice of leadership. It is full of interesting facts about social dynamics and examples of leadership styles. For those who are curious or in need of some leadership skills, this book will provide both entertainment and advice.

Leadership is a two-way relationship and it is important to recognise this. If there are no followers, there is no leader. Leadership therefore involves the obedience and willingness of followers. Leadership is also based on good will and cooperation. Leadership can exist through force and threat, but a leader will not usually maintain this relationship for long. Leadership can also be specific to a certain situation.

There are differences between leadership and power.

Where leadership generally suggests that following the leader is optional, power suggests an ability to control or command others, where the person does not have the option to follow – they are either forced to follow, or are so overwhelmed by the power that they follow without thinking. When we think of historical leaders, we generally think of people that inspired others to greatness, such as Nelson Mandela or Mahatma Gandhi. If we think of people in history with a lot of power, we think of political dictators, or people such as Adolf Hitler, who had control over people without them necessarily having a choice. Power, of course, does not have to be a bad thing. In combination with high integrity, a leader with power can create the extraordinary.

In the home environment, the difference between power and leadership can be demonstrated in a different way - a baby has the power to change the behaviour of his/her parents, but this influence is not the same as leadership in the family.

Is there a specific personality that demonstrates that a person is a “great leader”? Whilst some personality traits lead to a natural inclination to be a leader, personality traits will not necessarily determine a person’s leadership aptitude.

A leader may also have other qualities such as superior tact, superior intelligence, superior strength, superior knowledge, superior oratory skills, or superior power. Some or all or none of these can lead to attaining leadership. These things may be important, but they are not necessarily essential. It is also the ability to set new goals and reach new expectations for themselves and for the group they influence.


  • What is leadership?
  • The nature of leadership
  • Leadership and group behaviour
  • The roles of leaders
  • Functions of leadership
  • Leadership and motivation


  • Leadership training
  • Personal skills


  • Introduction
  • Modern contingency approach
  • Leadership expectations
  • Managing group values


  • Introduction
  • Group dynamics
  • Problem solving
  • Case study


  • Leadership styles
  • Situational factors
  • Decision making
  • Conclusion


  • Leadership selection criteria
  • Types of leaders
  • How people become a leader
  • Risk factors
  • Leadership opportunities


  • Specific cases
  • The dark side of leadership
  • World leaders







Course Info
How Do Our Tuition Fees Compare?Full time classroom based Further Education Courses - Approx. £5,000 per year - Part-time classroom based Adult Education Courses - Approx. £7.00 per hour - N.B. classroom tuition means you learn at the pace of the class. One-to-one private tuition - from £15.00 per hour - ADL one-to-one tution fees - From £340 per 100 Hour Course = Average of £3.40 per hour - N.B. one-to-one tuition is tailored to your own individual learning availability and pace.
Course StartBegin your learning at any time.
Course Prerequisite None - Our course levels are an indication of the depth of learning you should receive. They do not describe the level of difficulty.
Course Qualification (Study Option A)Endorsed Qualification from TQUK - Training Qualifications UK, an Ofqual Approved Awarding Organisation - Completed written assignments and final evaluation per course/module to be taken.
Course Qualification (Study Option B)Certificate of Attainment from ADL - Completed written assignments only - no final evaluation.
Comparative Credits InformationUK Course Credits: 10 - U.S. Credit Hours: 3 - when compared to regulated courses.
Course Duration and DeadlinesCourse hours given are a guide only. You will be encouraged to work at your own pace to learn as much as you can, with no assignment deadlines or end date by which you must complete your course by. You are in control!
Study SupportPersonal tutor/mentor support from industry relevant professionals throughout your whole course. Mentors are contactable by e-mail, telephone and through the Moodle online classroom. They provide assistance with your course material, plus discuss, explain and give advice when needed. They will also mark and grade your assignments, plus provide constructive and helpful feedback vital to your success.
Suitability for Self Employment and Small BusinessesOur courses are ideal for sole traders and small business owners and their staff. Customer confidence in what you can do will determine how successful you are in getting clients. Doing the job right using the correct knowledge and skills, leads to repeat business and referrals to friends, family and work colleagues. Completing one or more of our courses for the service you have to offer, will give you the tools to achieve this and grow your business.
Recognition of Your Course By EmployersWe aim to achieve the correct balance between your qualification being recognised and providing you with the in-depth learning, to empower you to succeed. If you can demonstrate that you have the level of knowledge and transferable skills necessary to an employer, you should stand out from someone who has only received a superficial understanding of what's required - Select study option A when enrolling, so an employer can check the status of the awarding organisation for your qualification on the Ofqual Register.
Recognition of Your Course By UniversitiesAs you will see on our Testimonials page, previous students have used their qualification from us to get into university. However each one will have its own entrance criteria and acceptance may also depend on your other qualifications and experience. We can approach up to three universities on your behalf with details of our course before you enrol, so you will know whether it will be accepted as part of their application process. Please complete our contact form and we will begin the process.
Designing Your Own QualificationBundle up your choice of related courses to form your own qualification. Our Advanced Certificates (4 courses), Diplomas (6 courses), Advanced Diplomas (8 courses) and Higher Advanced Diplomas (12 courses), are used to differentiate between the in-depth knowledge and skills you will acquire in your chosen area of study. e.g. Advanced Certificate in Turf Care Management, which includes individual courses: Turf Care, Sports Turf Care, Turf Repair and Renovation and Turf Grasses.
How Can I Enrol?Online by selecting your study option, learning materials, plus payment option and then clicking the Enrol Now button - By contacting us for an application form - By telephoning us on 01227 789 649 (International: 0044 1227 789 649). Lines open 9am till 5pm Monday to Friday, excluding Bank Holidays and between Christmas and New Year.
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ACCPH Professional AccreditationAccredited by ACCPH, which allows you to join as a professional member after completion. Membership means you can add the letters MACCPH after your name.
CMA Professional AccreditationAccredited by the CMA - The Complimentary Medical Association. On completion of any qualifying module, you can join as a Fully Qualified Practitioner and be entitled to use the post-nominal latters MCMA after your name. ​CMA Full Membership is a privileged position and the fact that you have been accepted for CMA Membership demonstrates that you have a clear commitment to standards and professionalism. CMA Members in all categories are recognised as the elite in their field.

                       Learn, Progress, Change, Achieve                                                     


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