Conflict Resolution Training Course

In brief

  • Course title: Conflict Resolution Training – Care Sector
  • Certified Yes
  • Participant’s Comments:

Who should attend

Designed for front-line staff that experience all levels of conflict with the customers. Typical participants include: housing & benefits staff, security guards, motorway service staff, care workers, housing association staff, nurses, customer service staff, airport workers, professionals services, retail assistants, reception staff, school wardens, car park enforcement officers, theatre workers.

Course description:

Conflict Resolution Training Course – NHS Standard

This Conflict Resolution Training Course will equip nurses and health care professionals with the skills to de-escalate difficult situations. Participants will discover how the ‘conflict cycle’ can easily spin out of control, what the drivers are and how to re-balance the interaction. This course is communication skill based and does not include any physical interventions. This training is based on the NHS Protect, (previously C.F.S.M.S). curriculum and includes the 10 key points this fulfils the NHS requirements for conflict resolution training.

Key Elements:
The course will cover:
1 Verbal & Non-verbal communication skills
2 Recognising warning signs
3 Cultural Awareness
4 De-escalation techniques

Conflict Resolution Training Content

By the end of the training the learners will be able to:
1 Describe common causes of conflict
2 Describe two forms of communication
3 Give examples of communication breakdown
4 Explain three examples of communication models that can assist in conflict resolution
5 Describe patterns of behaviours they may encounter during different interactions
6 Explain the difference between warning and danger signs
7 Give examples of impact factors
8 Describe the use of distance when dealing with conflict
9 Explain the use of ‘reasonable force’ as it applies to conflict resolution
10 Describe different methods for dealing with possible conflict situations

Simple Tips to stay safe:

Dealing with unpredictable behaviour
• Anticipate
• Think defensively
• Keep your distance
• Be aware of escape routes
• Be aware of where others are
• Be prepared to call for help

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