Conflict resolution

Course Description

Conflict resolution is an essential skill in health and social care settings, where challenging interactions can arise frequently. Understanding how to identify the causes of conflict, recognize escalating behavior, and apply effective communication strategies is crucial to maintaining a safe and supportive environment for staff, patients, and visitors.

This CSTF-aligned Conflict Resolution course guides learners through the stages and dynamics of conflict, emphasizing practical communication models, behavioral awareness, and safe intervention techniques. Staff will gain confidence in managing difficult situations, reducing the risk of escalation, and knowing when and how to seek support.

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What You Will Learn

a) Describe common causes of conflict and identify the different stages through which conflict progresses.

b) Reflect on personal experiences of conflict to develop strategies that reduce the likelihood of future conflict.

c) Describe and differentiate between verbal and non-verbal forms of communication.

d) Understand the relative importance of verbal and non-verbal communication during conflict situations.

e) Recognize the impact of cultural differences on communication and conflict dynamics.

f) Identify common causes of communication breakdown and learn how to create conditions that foster successful communication.

g) Apply three communication models that aid in managing different levels of conflict effectively.

h) Recognize behavioral patterns individuals may display during conflict.

i) Identify warning and danger signals, including signs that indicate the possibility of physical aggression.

j) Understand how procedural and environmental factors affect conflict situations and influence decision-making.

k) Appreciate the importance of maintaining a safe physical distance during conflict situations.

l) Summarize appropriate methods and actions tailored to particular conflict scenarios, acknowledging that no two situations are identical.

m) Explain the legal framework regarding the use of ‘reasonable force,’ including its limitations and requirements.

n) Identify the range of support services available, both short and long-term, for individuals affected by violent incidents.

o) Understand the importance of providing support to those directly affected by violent incidents and the wider benefits this brings to the organisation.

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Course Benefits

• Same-day digital certificate

• Printed certificate posted the next working day

• Assessment retakes at no extra cost

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Assessment & Certification

Includes a knowledge assessment. On successful completion, a CSTF-aligned certificate is issued (valid for 3 years).

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Core Skills Framework

This course meets the outcomes for: Core Skills Training Framework subject 1, Conflict Resolution; and Care Certificate Standard 6, Communication.

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Duration:
1 to 1.5 hours (self-paced)