Conflict Resolution

It is important that every individual feels safe at their place of work. Delivery of high quality, effective care services are already very challenging to achieve and often, despite best efforts, conflict situations including the risk of violence, still arise.

On completion of this e- learning course, the learner should be able to:

• Identify the main areas and objectives of the NHS Protect strategy
• Explain the roles of Security Personnel within an NHS organisation
• Describe the common causes for conflict and identify the different stages of conflict
• Reflect on own experiences in conflict situations to develop strategies to reduce the risk of recurrence.
• Identify the two methods of communication
• Understand the impact of communication breakdown including cultural differences and physical/ medical/psychological impairments or disability.
• Identify and utilise three communication models/ tools to assist the learner in dealing with different levels of conflict
• Recognise the warning and danger signs displayed by individuals
• Consider procedural and environmental factors affecting conflict situations
• Use different methods of managing diverse conflict situations
• Identify the range of support, both short and long-term, available to those affected by violent behavior
• Understand the need to provide support to those directly affected by a violent incident