Conflict Resolution for NHS Staff

This programme has been developed for:

NHS staff.

The Counter Fraud & Security Management Service (CFSMS) established a National syllabus in Conflict Resolution Training and have introduced a target to train all frontline NHS staff by 2007.  The training has been devised to ensure consistency in the approach to training in this area within the NHS.

The aim of this programme is:

To help staff gain confidence in dealing with angry or aggressive individuals, and to reduce the risk of staff becoming a victim of violence.

This course meets the ten learning objectives laid down in the CFSMS National Syllabus.

The topics covered include:

By the end of the session learners will be able to:

• Describe common causes of conflict
• Describe different forms of communication
• Give examples of communication breakdown
• Explain different warning and danger signs
• Describe patterns of behaviour they may encounter during different interactions
• Explain three examples of communication models that can assist in conflict resolution
• Explain the use of ‘reasonable force’
• Give examples of impact factors
• Describe the use of distance when dealing with conflict
• Describe different methods for dealing with conflict situations

Method of delivery and assessment:

Formal presentation, group work, practical exercises and discussion.

Delegate knowledge is checked using Q&A or written tests.

Duration of training:

SecuriCare has developed a 'blended' approach to training, whereby the client can choose a mixture of training materials and delivery methods to best meet their local needs. This has been proven to increase training capacity and reduce cost.