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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.

Skills for Health's CSTF Conflict Resolution course
Duration: 1 hour 10 mins approx.
CPD: 1 credit
Assessment Method: Multiple-choice
Certificate: PDF Certificate
Recommended Refresher Period: 3 years
Frameworks & Standards:
Course Provider: Skills For Health
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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

Yes – After placing an order with us, your licences will be available until you’re ready to assign them to the specific learners in your organisation. This allows you to take advantage of our group discounts by purchasing your training ahead of time. Our eLearning Support Team will be in touch to request the details of the learners after you’ve placed your order.

Yes – If your order is over £250, simply choose the ‘Pay by Invoice’ method at the checkout. Our invoice terms are 14 days from the date of your order.

Of course! – We offer a 30-day, no-obligation, free trial of our eLearning courses so you can ensure our content meets your needs.

The free trial is available for business customers looking to purchase eLearning on behalf of their organisation-only.

Head over to our Free Trial page to get started.

Yes – We automatically generate a personalised certificate when you pass the course, this is available to download as a pdf from your eLearning account.

Yes, please get in contact to discuss. We can offer custom packages to suit any requirement.

After your order is confirmed, the eLearning Support Team will be in touch to organise access for you (or your colleague(s)). We aim to do this within 4 hours during business hours.

Please check your junk folder for emails from elearning@skillsforhealth.org.uk.

If you are using our LearnSpace LMS we will arrange training and provide access to our support portal so you can manage and assign training.

All of our courses come with access for one year. If you need to study the course annually, you’ll need to buy a licence each year.

For organisations buying in bulk, you’ll have the option to take out a multi-year subscription at the checkout, which means your one-year licence will renew automatically each year for the specified duration of the subscription.

Skills for Health has hundreds of course titles and also works with content partners, if you can’t see what you are looking for please get in contact and our expert team will source a suitable title to meet your need.

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