This online CSTF NHS Conflict Resolution (England) training course covers the following:

• Understanding why conflict resolution is important
• Understanding the role of NHS Protect with respect to 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 effectively utilise our body language to avoid contact
• 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 behavioral cycle
• Understanding the main patterns of behavior in relation to conflict
• Awareness of the warning signs and danger sings
• An awareness of the basics of de-escalating conflict
• Awareness 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
• Awareness of the importance of personal space

All frontline NHS staff and professionals whose work brings them into direct contact with members of the public - under legislation it is employer’s responsibility to ensure that these individuals and roles are risk-assessed in relation to violence and aggression.

This online CSTF NHS Conflict Resolution (England) training course is aimed at all staff throughout the NHS and private healthcare and social care sectors, including:

• All new employees, whether clinical nor non-clinical
• Existing staff completing mandatory refresher training
• Locum doctors and healthcare professionals
• Agency nurses and healthcare assistants (HCAs)
• NHS professionals temporary or bank staff) 

This online CSTF NHS Conflict Resolution (England) training course can be completed as a standalone module or as part of our Skills for Health CSTF Aligned Mandatory Training Packages. 

The aims and objectives of this online CSTF NHS Conflict Resolution (England) training course are to:

• Improving the learner’s understanding of the causes of conflict in NHS (England),
• Provide the learner with a clear understanding of the legislation regarding conflict resolution, and
• Explain the main models for conflict resolution.

The learning aims and associated outcomes of this online CSTF NHS Conflict Resolution (England) training course 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 the training 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 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 in relation to 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 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 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.

Download Full Course Description (PDF)

CSTF NHS Conflict Resolution (England) - Online Training Course - Level 1 - UKCSTF Aligned.