Award in Conflict Management for Licensed Premises Staff Course (BIIAB Level 2)
Award in Conflict Management (ACM) Course
BIIAB Level 2 Award in Conflict Management for Licensed Premises Staff
Multiple-Choice Exam (Pass Mark 23/30)
Beyond the Blue Training Pass Rate
£139.00 per learner; No Hidden Extras1, see below for details
- Complete an Enquiry Form >> for an In-House BIIAB Award in Conflict Management Course at your workplace anywhere in the UK.
- Call 01784 434 392 or 0845 602 55 95 and talk to a member of our professional team of conflict management consultants.
In-House Course – BIIAB Award in Conflict Management Course
If you have a group of learners you would like us to deliver the Level 2 Award in Conflict Management for Licensed Premises Staff course to, we offer in-house group courses (min. 5 learners) for clients throughout the UK.
The Award in Conflict Management course can be delivered either at the client’s own workplace or at a training facility we will provide close by. BIIAB accredited conflict management courses are run at the convenience of our clients; including weekends where required.
Distance Learning Option - BIIAB Award in Conflict Management
Because regular open BIIAB Level 2 Award in Conflict Management courses may not always be scheduled, we have made a distance learning option available.
The distance learning option requires learners to perform ‘open learning’ from the Award in Conflict Management for Licensed Hospitality Staff handbook and then attend one of our training centres in order to complete the examination.
Please call us on 01784 434 392 / 0845 602 55 95 to book a distance learning ACM exam
Exam Dates & Locations – Regular BIIAB Award in Conflict Management exam dates are scheduled for the distance learning option. BIIAB Conflict Management Exam Dates >>
Course Fees2 – BIIAB Level 2 Award in Conflict Management
- In-House ACM Course1 - £139.00 per learner; In-House Course Enquiry >>
- Distance Learning Option – £110.00 per learner;
Call us on 01784 434 392 / 0845 602 55 95 to book a Award in Conflict Management course or to speak with one of our professional conflict management consultants; Contact Us >>
Discounts are available for larger groups and repeat bookings.
Free BIIAB Course Handbook - Each learner is sent the BIIAB Award in Conflict Management for Licensed Hospitality Staff course handbook in advance. This allows learners to familiarise themselves with the content and results in better BIIAB Level 2 Conflict Management examination results.
No Hidden Extras1 - Course Fees include the award in conflict management course handbook, course materials, tuition, examination & certification.
Course Description – BIIAB Level 2 Award in Conflict Management
The BIIAB Level 2 Award in Conflict Management is a nationally recognised qualification specifically designed for the licensed hospitality sector, to help learners proactively manage and resolve conflict in order to minimise aggression and violence in their workplace.
The course teaches learners the essential elements of managing conflict in all its various forms including; bullying, abuse, harassment, threatening behaviour, disorderly conduct, aggression and violence.
Learners are trained to identify conflict as it develops and take appropriate measures to resolve it before it escalates. This understanding will allow everyone within the organisation to work more closely together and develop a co-ordinated proactive approach to reducing the impact of conflict on the business as a whole.
The deployment of proactive conflict management techniques, results in fewer instances of conflict, aggression and violence occurring. This in turn delivers lower long-term costs; reduced employee absenteeism, improved employee retention, fewer door supervisors, less damage to property, etc.
Conflict management training can also play a significant role in increasing the turnover of the business; through the enhanced reputation enjoyed by businesses not undermined by aggression and violence, as well as an improvement in the customer service skills of the workforce.
Subjects such as effective communication and the understanding of non-verbal indicators (body language) covered during the Award in Conflict Management course, will ultimately work through the workforce and have a positive impact on customers.
Those employed in the licensed hospitality sector suffer disproportionally from the impact of aggression and violence. The 2003 Licensing Act makes specific reference to ‘disorderly conduct’ and highlights the importance of effective prevention strategies, through its ‘Prevention of Crime & Disorder’ licensing objective. Training is acknowledged as one of the primary ways of promoting the licensing objectives.
Premises licensed holders have a duty to assess the risks posed by Workplace Violence. Failure to put sufficient proactive measures in place to prevent conflict can lead to prosecution for the offence of ‘allowing disorderly conduct on licensed premises’; which carries a Level 3 Fine of £1000 and the possibility of a Review of the Premises Licence.
The Award in Conflict Management delivers increased protection for premises licence holders and designated premises supervisors against future prosecution.
Course Summary – Level 2 Award in Conflict Management for Licensed Premises Staff • The law relating to violence at work • Disorderly conduct on licensed premises • Risk assessment • Risk reduction • Dynamic risk assessment • Responses to threat • The basics of communication • Non-verbal communication • Defusing high-risk conflict • Support and learning from conflict •
Target Learners – BIIAB Conflict Management Course & Qualification
The BIIAB Level 2 Award in Conflict Management is designed specifically for customer-facing staff working in the licenses hospitality sector, such as:
• Bar Staff • Waiting staff • Supervisors & Managers • Licensed Shop Staff • Event Staff • Contract Caterers • Restaurant Employees • Café Staff • Supermarket Cashiers • Local Authority Officers • and many more…
We welcome new enquiries and have repeatedly demonstrated that our conflict management training benefits clients from any sector where workplace violence occurs.
Assessment Criteria - Level 2 Award in Conflict Management
The Level 2 Award in Conflict Management is assessed via a short 30 minute, 30 question multiple-choice exam; learners must achieve 23/30 in their ACM exam in order to pass and to be awarded their certificate.
Once completed, responsible alcohol retailing exam papers are returned to the BIIAB to be marked. We aim to inform learners of their results within 48 hours of their examination.
Qualification Accreditation – Award in Conflict Management
The Level 2 Award in Conflict Management for Licensed Hospitality Staff qualification is accredited by the BIIAB; on successfully passing the associated examination, learners will receive a BIIAB Award in Conflict Management certificate.
The Award in Conflict Management qualification is accredited by the Office of the Qualifications and Examinations Regulator (Ofqual) as a level 2 qualification.
Choose Beyond the Blue as your Training Provider
Beyond the Blue is recognised as a leader in the field of conflict management both by existing clients and industry bodies alike.
Beyond the Blue is a ‘BIIAB Grade 1 Accredited Training Centre’; the BIIAB describe Grade 1 as ‘demonstrating outstanding quality procedures’.
We strive to deliver excellence in both the services we supply and the level of service we deliver. We understand that the quality of our conflict resolution training is measured by what our clients think:
- ‘The course was very helpful for our interaction with customers and in dealing with any aggressive customers’ – Craig Toms
- ‘The trainers knowledge and performance was excellent’ – Firmdale Hotels
- ‘Really enjoyed the course and found it very useful. It was extremely well tailored to our workplace which made it more useful’ – Sabrina Purser
- More Approval Ratings & Learner Feedback >>
For more reasons why clients choose Beyond the Blue as their conflict management training provider please visit Why Choose Beyond the Blue >>
1In-House courses where the client is located more than 100 miles travel from our offices in Surrey, may be subject to additional fees to cover travel expenses. Travel is undertaken by public transport or car and charged to the client at the cost of the cheapest option. Any additional charges which may apply are always agreed with clients in advance.
2All fees are quoted exclusive of vat at the current rate.
Download our ‘Resolving Workplace Violence through Conflict Management Training’ Leaflet >> (pdf document)
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Page Updated: 23rd March 2013