Introducing Conflict Resolution Training

It’s an unfortunate reality that members of staff working with the public sometimes come into conflict with their clients. Two in five (41%) of NHS staff reported that they had experienced verbal abuse from the public in the past 12 months*.  Verbal abuse can readily escalate into threats of physical violence and actual assault.

Conflict resolution training assists NHS personnel to deal effectively with confrontation, and to diffuse difficult situations. It is a must for any NHS staff in direct contact with patients and the public. Key benefits of effective conflict resolution training include increased staff morale and confidence, reduced stress and lower levels of absenteeism.

* NHS CFSMS Research Unit “Violence Against NHS Staff Survey: 2006 Report.”

 

Benefits of ParkHill’s Conflict Resolution Training

Conflict resolution training will help staff to:

▪ Avoid escalation

▪ Build confidence

▪ Negotiate calmly in difficult situations

▪ Adopt a win-win approach to resolving conflict

 

Course Aims

The course will enable NHS frontline staff to:

▪ Recognise different aspects of conflict that they may encounter

▪ Understand and be aware of the different methods of resolving such conflict by non-physical intervention

 

 

 

 

        

 

 

 

Course Objectives

By the end of the course, participants will be able to:

▪ Describe common causes of conflict

▪ Describe two forms of communication, i.e. verbal and non-verbal

▪ Give examples of communication breakdown

▪ Explain three examples of communication models that can assist in conflict resolution Understand patterns of behaviours that may be encountered during different interactions

▪ Explain the different warning and danger signs

▪ Give examples of impact factors

▪ Explain the use of "Reasonable Force" as it applies to conflict resolution

▪ Describe different methods for dealing with possible conflict situations

 

Training Delivery

Conflict resolution training is a 6 hour course. The course duration can be shortened when integrated with other related personal safety training courses offered by ParkHill.

Delegates will receive a comprehensive workbook for use during the course and for future reference. A certificate of attendance will be presented upon completion of the course. This certificate is transferable between authorities as proof of training in conflict resolution.

As an NHS organisation, ParkHill is able to offer its services on a competitive basis. Please contact us for price information.

 

Next Steps

To request information, or for a general discussion about your needs, please contact:

Carley Saint James - Training Manager on          020 8869 7433

or alternatively email us

 

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PREFERRED SUPPLIER OF PROFESSIONAL SOLUTIONS TO THE NHS AND PUBLIC SECTOR

Hosted by Imperial College Healthcare NHS Trust

Do your staff need to brush up on their conflict management skills?

Boost staff knowledge with a half-day conflict resolution refresher training course