NHS Conflict Resolution (CSTF) —The Health & Safety Group

NHS Conflict Resolution (CSTF)

E-learning Course

1 Hours (Approx.) Multiple Choice

4.8

(1100) Google Reviews

Within the healthcare sector there are occasions when staff may experience verbal and physical abuse from patients, visitors and other staff members. This course enables healthcare workers to recognise the onset of a confrontational situation, develop an awareness of current risks and provide staff with a good understanding of the levels of support available to them within their organisation. This course will give you the tools needed to deal with risks safely and effectively.

Course Content
Objectives

Course Content

Understanding of a conflict situation
Stages of conflict
Overview of NHS protect & its objectives
Why do people complain / How to receive complaints
Listening and Communication Skills (communication models)
Common indicators of confrontational behaviour and how to diffuse it
Strategies for removing yourself from aggressive situations
Breakaway Techniques
Difficulties people have with communicating and how to cope effectively
Lone Working

Objectives

Identify the main areas of work and the objectives of NHS Protect
Explain the role of the Security Management Director, Local Security Management Specialist and Area Security Management specialist
Describe the common causes of conflict and identify the different stages of conflict
Describe two forms of communication
Indicate the level of emphasis that can be placed on verbal and non-verbal communication during a conflict situation
Underline the impact that cultural differences may have in relation to communication
Identify the causes of communication break down and the importance to create conditions for communication to succeed
Utilise three communication models that would assist them 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
Underline the importance of keeping a safe distance in conflict situations
Summarise the methods and actions appropriate for particular conflict situations and 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

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What You Will Learn

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