This online conflict resolution course is specifically designed for all volunteers who interact directly with the public in various settings, including healthcare, social care, and community environments. It is essential for volunteers seeking to enhance their conflict resolution skills to maintain a peaceful and safe environment for themselves and those they serve.

This conflict resolution for volunteers online course is divided into the following sections:

Key definitions

• Understand the foundational concepts involved in conflict and person-centred care.

Causes and effects of conflict

• Learn about what triggers conflict, including communication breakdowns and environmental factors.

Handling assault

• Recognise and differentiate between non-physical and physical assault, and learn appropriate response strategies.

De-escalation techniques

• Master verbal and non-verbal communication skills to reduce tension and prevent conflict escalation.

Personal safety tips

• Gain insights on maintaining personal safety in conflict situations through strategic positioning and environmental awareness.

Support and post-incident handling

• Understand the support systems available and how to engage them after an incident.

The aims of this conflict resolution for volunteers online course are to:

• Enhance understanding that conflicts are common in volunteer settings but can be managed effectively.
• Equip volunteers with critical communication skills essential for de-escalating conflicts.
• Foster a safe and supportive environment for both service users and volunteers through practical conflict management strategies.

On completion of this conflict resolution for volunteers elearning course, the learner will be able to:

• Outline the causes and effects of violence and conflict in the workplace.
• Describe the different ways of dealing with conflict and violence at work.
• State the role of effective communication in the effort to reduce the occurrence of conflict at work.
• Point out the need for risk assessments as a measure to mitigate violence and conflict at workplaces.
• Explain the need for support to victims of violence and conflict at workplaces.

On completion of this conflict resolution for volunteers online training course, the learner will be able to:

• List the most common causes of conflict.
• Describe the different types of assault, why they occur, and the most appropriate ways of dealing with them.
• State how different types of communication can affect a conflict situation.
• Justify keeping a safe distance in conflict situations.
• Describe the importance of a positive attitude in resolving workplace conflicts and violence.
• Explain the need to support those directly affected by a violent incident.
• Identify sources of support within your organisation.

This CPD-accredited conflict resolution e-learning course for volunteers is externally peer-reviewed and accredited by the CPD Certification Service. Upon completion, participants will earn a CPD Certificate valid for three years.

The course meets comprehensive compliance requirements set by the Care Quality Commission (CQC), Regulatory and Quality Improvement Authority (RQIA) and Care Inspectorates (Wales and Scotland), Skills for Care Core and Mandatory Training Framework and the UK Core Skills Training Framework (CSTF) and other UK health and social care regulatory bodies.

Conflict is inevitable in various volunteer settings, but effectively managing these situations is crucial to maintaining safety and service quality. This course gives volunteers the knowledge and tools to handle conflicts amicably, ensuring a safe and positive environment for all parties involved. Understanding and implementing these techniques will significantly contribute to the overall effectiveness and harmony within the organisation.

Conflict Resolution for Volunteers - Level 1 | ComplyPlus LMS™ | The Mandatory Training Group UK -