Conflict Resolution

Skills for Health
Delivery Method: eLearning

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Develop an awareness of the risks of providing public help, dealing with conflict, and an understanding of what is available to support you in this effectively and safely.


There are occasions when staff in the healthcare sector can experience verbal abuse and, in exceptional circumstances, physically abusive behaviour from patients, other staff or visitors whilst trying to do their jobs. The key aim of this programme is to make you aware of some of these risks, and help you deal effectively and safely with them.

Course content:
  • Legislation
  • Causes, Signs and Stages of Conflict
  • Communication Strategies
  • De-Escalation Strategies
  • After Conflict

Primary care version available

Skills for Health have developed a Primary care version of this course with learning scenarios and assessments adapted to the needs of GPs and other primary care organisations. If you wish to order the primary care version, please request this in the order notes.

Learning objectives
  • Recognise the common causes of conflict and identify the different stages of conflict
  • Understand of the level of emphasis that can be placed on verbal and non-verbal communications during a conflict situation
  • Understand three communication models that would assist in dealing with different levels of conflict
  • Recognise the causes of communication break down and the importance of creating conditions for communication to succeed.
Who is the course for?

This course is aimed at all staff throughout the health and social care sector, in particular:

  • New starters in any organisation
  • Existing staff who would benefit from an opportunity to consolidate their experience and update existing knowledge.

Learning progress and test results can be tracked by managers for internal development and learners can keep a certificate of completion for CPD.

Accreditations & Endorsements

This course was originally commissioned by the Department of Health and has been developed by NHS Employers.

Core Skills Framework

This course meets the outcomes for level 1 of the Core Skills Training Framework.

Please ensure you read through the Framework requirements for Conflict Resolution before starting this course. This course has been developed to assist NHS organisations in England in helping to meet requirements.


1 hour 10 mins approx

How to access this course

Head to our new online shop to buy the course: On receipt of your order, our eLearning team will be in touch to arrange access, please allow 24 hours. Learners can access and re-visit the course for a year.

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If you are purchasing multiple courses for yourself or your organisation, you could save up to 87% with Skills for Health eLearning bundles. Find out more here.

FAQ & Guidance

Our FAQ should answer most of your questions, but please do get in touch if you're still not clear about anything.

Peace of Mind Money Back Guarantee

For your peace of mind, all Skills for Health eLearning comes with a 14 day money back guarantee. If you are not satisfied or decide the package is not for you for any reason, Skills for Health are happy to refund your payment in full (or cancel your invoice).

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Angela Higgins (December 2016)
Although it met our needs to carry out training in this subject area, the course content felt geared to NHS services and so not wholly suitable for us as a charitable psychotherapy service.
Response from Skills for Health
Thanks Angela, I'm glad it met your needs. We did provide a trial of the course beforehand for you to assess, though it is often hard to fully trial something until you're immersed in the course itself.

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