Conflict Resolution in Health and Care - Online Course - UKCSTF Aligned

The Mandatory Training Group is the leading UK provider of accredited statutory and mandatory training courses for all sectors, including health and social care, education, local government, private and charity sectors.

We have supported over one million learners to reach their potential through e-learning courses and qualifications using our interactive online learning portal.


Conflict Resolution in Health and Care – Online Training Course – Level 1 – UKCSTF Aligned.


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.

Download Full Course Description (PDF)

Conflict Resolution in Health and Care – Online Training Course – Level 1 – UKCSTF Aligned.

Instant Access

Gain instant access to your course(s) upon purchasing through our website

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Learn Anytime, Anywhere, On Any Device

Learn at your own pace, at a time and place convenient to your circumstances

Individual learners can access their course material(s) 24/7 for 365 days from the date of purchase

In the case of organisations that order multiple licences for future use, the countdown will start when learners are allocated to the training course(s)

Assessment and Certification

Unlimited attempts to complete end of course assessments

On successful completion, download, print/save quality-assured CPD certificate

Online Support 24/7

Customer service teams interact with clients through email and live chat support

100% Money-Back Guarantee

We want you to be completely satisfied with your training. We offer a 14-day money-back guarantee if you are not 100% satisfied

Refund policy

To request a refund, you should email our support team with your receipt stating why you would like to be reimbursed

You, or your learners, must not complete the training to make a valid refund claim. Any courses that have been completed and those with certificates achieved will not be valid for a refund

The Mandatory Training Group - CPDUK Accredited E-Learning Providers.

End of course assessment

At the end of this course, learners are required to complete an online end of course assessment. On successful completion of the assessment (80% pass mark), learners may download a FREE CPD certificate from their profile page.


On successful completion of this e-learning course and end of course assessment, the learner may download, save and/or print a quality assured CPD certificate (recognised internationally). Our CPD certificate can be used to provide evidence for compliance and audit or Continuing Professional Development (CPD).

Course accreditation

The CPD Certification Service accredits all our online training courses and programmes as conforming to universally accepted Continuous Professional Development (CPD) guidelines.rses meet the latest guidance and best practice recommendations.

The Mandatory Training Group - CPDUK Accredited E-Learning Providers.

Why choose our accredited e-learning courses and programmes?

The benefits of using our accredited e-learning courses in the workplace include:

  CPDUK accredited e-learning provider
  Ofqual approved training centre (UK qualifications)
  Internationally recognised CPD and Ofqual approved certificates
  Wide range of courses and qualifications that meet UK legislation and guidelines
  Over 500 online courses and programmes that cover multiple sectors
  Free blended learning environment for individuals and organisations
  Immediate access to online courses and programmes
  Highly interactive e-learning portal
  Substantial cost reductions (no travel fees and other expenses)
  Self-paced online learning
  Low carbon footprint through e-learning
  Repository of online learning materials and assessments
  Fully qualified and experienced trainers, instructors and assessors
  Experienced subject matter experts and content developers
  Conversion of existing classroom courses to e-learning courses
  All training courses meet the latest guidance and best practice recommendations.

The Mandatory Training Group - CPDUK Accredited E-Learning Providers.

To enrol on this e-learning course, please add the course to your basket. From there, you will be redirected to our secure checkout page to complete your booking.

If you are booking the course for someone else, please click the ‘Buy For Others’ button at the upper right hand of this page.

Once your payment has been confirmed, you will receive a booking confirmation email with a receipt. Immediately after purchase, you will receive an email with further instructions and unique login credentials to access your learner account. Next, you will need to follow the instructions and login to your learner account.

Our courses are divided into six units. You can either read or listen to the course materials. At the end of each unit is a ‘knowledge check’ section. This section helps the learners remember what they have learnt.

Our online training courses can be completed on your desktop computer/Mac, laptop, tablet or mobile device. These online courses are easily accessible as long as there is an internet connection.

These online training courses are self-paced. Therefore, learners have full control and flexibility on when they wish to complete the material.

There is no deadline for completion. The course will expire from a learner’s account after 365 days, whether it has been accessed or not.

Yes. All end of course assessments are completed online.

Learners are required to achieve a passing rate of 80% or more to complete the course and gain a CPD certificate.

To obtain your certificate, you need to complete the end of course assessment first. A passing rate of 80% or more is required to gain a CPD certificate.

Obtained certificates can be downloaded from the learner’s profile page.

We want you to be completely satisfied with your training. Thus, we offer a 14-day money-back guarantee if you are not 100% satisfied.To request a refund, you should email our Support Team with your receipt stating why you would like to be refunded. Any courses that have been completed and those with certificates will not be valid for a refund.

Yes, you can access the learning materials from any electronic device that has an internet connection. However, we recommend that you use a desktop or laptop device for the best learning experience. These online courses can also be taken on tablets and mobile devices, such as iPads, iPhone and Android mobile phones.

For the best possible experience, we recommend that learners use Google Chrome, Microsoft Edge, Internet Explorer 11 or Firefox. Please ensure no updates are pending on your browser.

There is no estimated completion time for this course. Learners can study in their own time at their speed. Learners may pause, leave and come back to the system to continue the training at any time.

The CPD hours depend on how long each learner takes to complete the course materials and assessments. Each course will indicate the anticipated completion time. This gives a general indication of the CPD hours for those who are required to submit their continuing professional development hours.

The Mandatory Training Group - CPDUK Accredited E-Learning Providers.

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