CSTF NHS Conflict Resolution (England) - Online Training Course

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

Welcome to The Mandatory Training Group's online CSTF NHS Conflict Resolution (England) training course. This CSTF NHS Conflict Resolution (England) e-learning course was developed to meet the required learning outcomes in the Skills for Health’s UK Core Skills Training Framework (CSTF), the Health and Safety Executive (HSE) and the Care Quality Commission (CQC) recommendations for health and social care providers. 

    Course content

    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

    Who is the course for?

    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

    Course aims

    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.

    Learning outcomes

    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 - The Mandatory Training Group UK -

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

    How it works

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    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

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    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 us

    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
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      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.


    Frequently Asked Questions

    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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