Online NHS Conflict Resolution Training Course - UK CSTF Aligned - Skills for Health UK CSTF Aligned E-Learning Course 

Welcome to The Mandatory Training Group's online NHS conflict resolution training course. This NHS conflict resolution 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. 

Skills for Health CSTF aligned NHS conflict resolution online course

The content of this online NHS conflict resolution training course has been mapped to the UK Core Skills Training Framework (Skills for Health CSTF aligned). This activity has been accredited by The CPD Certification Service and equates to 2 hours of continuing professional development (CPD).

The certificate is valid for 3 years (valid for 1 year if you are a locum/agency worker).

What is covered in this online conflict resolution course?

This online NHS conflict resolution 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

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 the training learners should be able to:

• 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

Who is this NHS conflict resolution course for?

All frontline NHS staff and professionals whose work brings them into 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 conflict resolution 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 NHS conflict resolution training course can be completed as a standalone module or as part of our Skills for Health CSTF Aligned Mandatory Training Packages. 

Assessment and certification

At the end of this online NHS conflict resolution training course, learners will be required to complete an online assessment.

On successful completion of the knowledge test (80% pass mark), learners will be able to download a FREE CPD certificate. 

The certificate is valid for 3 years (valid for 1 year if you are a locum/agency worker).

Course accreditation

The content of this online NHS conflict resolution training course has been independently verified as conforming to universally accepted Continuous Professional Development (CPD) guidelines..

Course duration

It will take approximately 45 to 90 minutes to complete this online NHS conflict resolution training course. The length of time to complete the course depends on the following:

• your prior knowledge and experience about equality, diversity and human rights in the workplace and related regulations
• how quickly you can study and absorb the learning materials
• how much you can pace yourself once started 

What is conflict resolution?

Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement among them. The disagreement may be personal, financial, political, or emotional. When a dispute arises, often the best course of action is negotiation to resolve the disagreement.

Why is NHS conflict resolution training important?

It is important that staff feel safe in their working environments. Violent behaviour not only affects them personally but indirectly it has a negative impact upon the standard of service and the delivery of patient care. In terms of tackling violence against staff, Conflict Resolution Training (CRT) is a key preventative tool.

It forms part of a range of measures introduced to make the NHS a safer place to work. Clearly, 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. The detail in this subject reflects the updated Conflict Resolution Training as provided by NHS Protect (2013)

This NHS conflict resolution e-learning course was developed to meet the required learning outcomes in the Skills for Health’s UK Core Skills Training Framework (CSTF) and Care Quality Commission (CQC) recommendations for health and social care providers.

Conflict resolution training - meeting employers' legal obligations

It is crucial that employing organisations deliver the appropriate level of CRT to meet the needs of staff at their organisation. For example, the clinical and environmental factors affecting conflict for ambulance services or mental health services will be different to those experienced within the in-patient setting.

Even within each type of health organisations there may be different factors coming into play such as location, demographics and geography. Therefore, in addition to delivering the core learning outcomes organisations will need to make a risk assessment of the CRT needs of their staff. In some cases this may result in training with additional learning outcomes to meet and mitigate the identified risks. CRT provides staff with important de-escalation, communication and calming skills to help them prevent and manage violent situations.

However, there are some incidents which may involve challenging behaviour that is clinically related, one common characteristic being where the individual involved in the incident may have some degree of cognitive impairment and their communication may be temporarily or permanently impaired. NHS organisations and providers of NHS services may therefore choose to include clinically related challenging behaviour awareness as part of a combined course with CRT or incorporate it as part of other training initiatives, such as those addressing staff training needs around dementia.

Why choose The Mandatory Training Group as your e-learning provider?

There are many benefits of choosing The Mandatory Training Group as your e-learning training provider, including:

• over 600 CPD courses and programs to choose from
• National Skills Academy for Health national delivery partner
• UK accredited e learning provider
• nationally recognised CPD certificates
• SCORM compliant elearning courses
• TIN CAN API compliant e-learning courses
• interactive online learning courses
• free blended learning environment for individuals and organisations
• competitively priced online training courses
• meet UK compliance requirements
• reduce organisational carbon footprint
• immediate access to online learning materials
• minimise travel costs and man hour costs of classroom training
• minimise hours and days spend away in classroom training
• download or print CPD certificates on completion

Organisational e-learning 

Are you responsible for organisational training and development or organisational statutory and mandatory compliance? You may want to find out more about how our CARE Learning Management System (LMS) may help your organisation. With out interactive CARE LMS, health and social care managers and administrators can easily:

• set up a FREE blended learning environment;
• upload essential documents/policies and procedures;
• upload individual and group learners;
• manage learners, including tracking progress
• review who has completed training
• download/print training reports for compliance audits 

You can also browse our full e-learning course catalogue to find out more about our statutory and mandatory training courses. Alternatively, contact our Support Team on  02476 100090 or via Email, stating your specific e-learning requirements. 

Online NHS Conflict Resolution Training Course - UK CSTF Aligned - The Mandatory Training Group

Online Conflict Resolution Training Course