Conflict resolution
Course outline
Our conflict resolution course helps frontline people to recognise and resolve challenging situations. They will be provided with the attitudes, behaviours and skills to resolve conflict in a safe and confident way.
Suggested attendees
All frontline NHS staff whose work brings them into direct contact with members of the public – under legislation it is an employer’s responsibility to ensure that individuals and roles are risk-assessed in relation to violence and aggression.
This NHS Conflict Resolution training course is aimed at all staff throughout the NHS including:
- All new employees
- Existing staff completing mandatory refresher training
- Agency nurses and temporary or bank staff
Course content
Exploring conflict
- Defining conflict
- Common causes
- Stages of conflict
Communication models and de-escalation
- Conflict examples
- Warning and danger signs
- Communication models
- Cultural differences
- Communication and de-escalation
Procedural, environmental and legal responsibilities
- Use of force legislation
- Risk assessments
- Policy and best practice
- Mental Capacity Act
Incident reporting and support
- Documentation and systems
- Post-incident procedures
- Options for support
By the end of this course your team will be able to:
- Recognise conflict and the causes
- De-escalate aggressive behaviour effectively
- Understand procedural and legal context of violence
- Provide post-incident procedures
At the end of this course your team will receive:
- A certificate of attendance
- Receive a course workbook
- Access to a dedicated delegate resource area
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Duration 3.5 hours
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Delegates 16 Max
Delivery methods
IKON Live remote workplace
training
Our effective remote communications training enables your people to get the training they need wherever they are, with a real life IKON trainer, via Microsoft Teams.
Face-to-face
training
Many of our courses, especially those with physical skills, can be delivered in a face-to-face training environment, either at your venue or ours.
Train the
trainer
IKON’s Train the trainer service will enable your team to deliver motivational and insightful training that builds confidence and trust with delegates.
We listen to our clients
... the professionalism, the experience and the knowledge shown by IKON Training was first class. They understood our needs and promptly developed a programme of training which we rolled out to over 120 hospital-based staff.
I have worked in the NHS for over 20 years and this was hands down the best conflict resolution training I have had. Thank you.