Conflict Resolution in Health & Social Care - Level 1 - Online Course - CPD Accredited

The Mandatory Training Group
Delivery Method: eLearning

Conflict Resolution in Health & Social Care - Level 1 - Online Course - CPD Accredited.

Welcome to The Mandatory Training Group's online Conflict Resolution in Health and Care training course for front-line healthcare and social care providers. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).

Staff must feel safe in their working environments. Violent behaviour not only affects them personally but indirectly, it harms the standard of service and the delivery of care. In terms of tackling violence against staff, Conflict Resolution Training (CRT) is a crucial preventative tool. It forms part of a range of measures introduced to make health and social care organisations safer places to work.

It is not sufficient to react to incidents after they occur; ways of reducing the risk of incidents occurring and preventing them from happening in the first place must be found.

Course content

This online Conflict Resolution in Health and Care training course covers the following:

  • Understanding why conflict resolution is essential,
  • Understanding the role of NHS Protect concerning conflict resolution,
  • NHS security management roles and responsibilities
  • Common causes of conflict in healthcare and social care settings,
  • The importance of effective communication in resolving conflict,
  • Understanding how to utilise our body language to avoid contact effectively,
  • Knowing how communicating our feelings and attitudes can help to manage conflict effectively,
  • Knowing how to avoid communication breakdown,
  • Understanding how cultural differences can contribute to conflict,
  • An introduction to effective communication models for conflict resolution:
  • LEAPS communication models,
  • PALMS Communication models,
  • Five-step appeal communication model.
  • The attitude and behavioural cycle,
  • Understanding the main patterns of behaviour about conflict,
  • Awareness of the warning signs and danger sigs,
  • Knowledge of the basics of de-escalating conflict,
  • Understanding of the importance of maintaining personal safety when de-escalating conflict,
  • Understanding the impact factors for lone workers,
  • How to do dynamic risk assessments for lone workers, and
  • Awareness of the importance of personal space.

Who is the course for?

This online Conflict Resolution in Health and Care training course will benefit all frontline health and social care workers whose work brings them into direct contact with members of the public, including:

  • NHS medical, nursing, AHP and care staff.
  • Locum doctors and nurses.
  • Locum allied health professionals (AHPs),
  • Agency nurses,
  • Agency workers,
  • Healthcare assistants,
  • Support workers,
  • Care assistants,
  • Nursery staff, and
  • Community services.

Under current UK legislation, it is the employer’s responsibility to ensure that these individuals and roles are risk-assessed about violence and aggression. All healthcare and social care professionals who are at risk of verbal or physical aggression must complete conflict resolution training.

Some staff may require further physical training, including disengagement, defence techniques, basic guiding and holding/restraint techniques for varying risk levels and situations.

Course aims

The aims and objectives of this online Conflict Resolution in Health and Care training course are to:

  • Improving the learner’s understanding of the causes of conflict in health and care settings,
  • Provide the learner with a clear understanding of the legislation regarding conflict resolution, and
  • Explain the main models for conflict resolution.

Learning outcomes

The learning aims and associated outcomes are based on de-escalation techniques. The aims address the way one communicates, patterns of behaviour, recognition of warning signs, impact factors and preventative strategies. At the end of this online Conflict Resolution in Health and Care training course, learners should be able to:

  • Explain the role of the Security Management Director and Local Security Management Specialist or their equivalent,
  • Describe the common causes of conflict and identify the different stages of a conflict,
  • Learn from their own experience of conflict situations to develop strategies to reduce the opportunity for conflict in the future,
  • Describe two forms of communication,
  • Indicate the level of emphasis that can be placed on verbal and non-verbal communication during a conflict situation,
  • Understand the impact that cultural differences may have about communication,
  • Identify the causes of communication break down and the importance of creating conditions for communication to succeed,
  • Utilise three communication models that would assist in dealing with different levels of conflict,
  • Recognise the behavioural pattern of individuals during a conflict,
  • Recognise the warning and danger signals displayed by individuals during a conflict situation including the signs that may indicate the possibility of physical attack,
  • Identify the procedural and environmental factors affecting conflict situations and recognise their importance in decision making,
  • Understand the importance of keeping a safe distance in conflict situations,
  • Summarise the methods and actions appropriate for particular conflict situations bearing in mind that no two cases are same,
  • Explain the use of ‘reasonable force’ as described in law and its limitations and requirements,
  • Identify the range of support, both short and long-term, available to those affected by a violent incident, and
  • Understand the need to provide support to those directly affected by violent conflict and the broader organisational benefits of this.

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Conflict Resolution in Health & Social Care - Level 1 - Online Course - CPD Accredited.

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