NHS Conflict Resolution Training Course

Course outline

Our conflict resolution course is designed to enhance your peoples understanding, skills and knowledge in recognising, managing and resolving conflict situations effectively.

They will be provided with strategies, techniques, models and theories to address conflict in a constructive, safe and confident manner.

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

Understanding conflict

  • Defining conflict
  • Common causes
  • Recognising behavioural changes
  • Self-awareness in challenging situations

Communication models and de-escalation

  • Listening models
  • De-escalation strategies
  • Negotiation skills
  • Structuring conversations

Procedural, environmental and your legal responsibilities

  • Risk assessments
  • Policy and best practice
  • Use of force legislation

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
  • Duration 3.5 hours

  • Delegates 16 Max

Delivery methods

IKON Live,
live online training

Our effective remote communications training enables your people to get the training they need wherever they are, with a dedicated live IKON trainer.


Many of our courses, especially those with physical skills, can be delivered in a face-to-face in-person training environment, either at your venue or ours.

Train the

IKON’s train the trainer service enables your team to deliver empowering motivational and insightful training that builds confidence and trust with their colleagues.

Contact us:

    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.

      Colchester Provide CIC

    • 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.

      King’s College Hospital NHS Foundation Trust

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