Conflict Resolution
There are occasions when staff in the healthcare sector can experience verbal abuse and, in exceptional circumstances, physically abusive behaviour from patients, other staff or visitors whilst trying to do their jobs. The key aim of this CSTF-aligned course is to make you aware of some of these risks, and help you deal effectively and safely with them.
This course has been designed for all healthcare staff
This course consists of the following modules:
- Legislation
- Causes, Signs and Stages of Conflict
- Communication Strategies
- De-Escalation Strategies
- After Conflict
Learners will:
- Recognise the common causes of conflict and identify the different stages of conflict
- Understand of the level of emphasis that can be placed on verbal and non-verbal communications during a conflict situation
- Understand three communication models that would assist in dealing with different levels of conflict
- Recognise the causes of communication break down and the importance of creating conditions for communication to succeed.
This course is aligned with Subject 4: Conflict Resolution of the Core Skills Training Framework
The learner will be able to:
- 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.
FAQs
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