CSTF NHS Conflict Resolution

The Health and Safety Group Ltd
Delivery Method: eLearning
Who is this course for?

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

  • Existing staff to update existing knowledge
  • New starters to the organisation

The content of this course has been verified by Skills for Health as aligning to the UK Core Skills Training Framework.

Within the healthcare sector there are occasions when staff may experience verbal and physical abuse from patients, visitors and other staff members. This course enables healthcare workers to recognise the onset of a confrontational situation, develop an awareness of current risks and provide staff with a good understanding of the levels of support available to them within their organisation. This course will give you the tools needed to deal with risks safely and effectively.


The Health and Safety Group would recommend approx. 2 hours to complete course

Learning Outcomes: By the end of this course the learner will:
  • Identify the main areas of work and the objectives of NHS Protect
  • Explain the role of the Security Management Director, Local Security Management Specialist and Area Security Management specialist
  • Describe the common causes of conflict and identify the different stages of conflict
  • Describe two forms of communication
  • Indicate the level of emphasis that can be placed on verbal and non-verbal communication during a conflict situation
  • Underline the impact that cultural differences may have in relation to communication
  • Identify the causes of communication break down and the importance to create conditions for communication to succeed
  • Utilise three communication models that would assist them in dealing with different levels of conflict
  • Recognise the behavioural pattern of individuals during 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
  • Underline the importance of keeping a safe distance in conflict situations
  • Summarise the methods and actions appropriate for particular conflict situations and that no two situations 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
  • Understand the need to provide support to those directly affected by a violent incident and the wider organisational benefits of this
Course includes
  • Understanding of a conflict situation
  • Stages of conflict
  • Overview of NHS protect & its objectives
  • Why do people complain / How to receive complaints
  • Listening and Communication Skills (communication models)
  • Common indicators of confrontational behaviour and how to diffuse it
  • Strategies for removing yourself from aggressive situations
  • Breakaway Techniques
  • Difficulties people have with communicating and how to cope effectively
  • Lone Working

(The certificate is valid for 3 years )

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