CONFLICT RESOLUTION AND EFFECTIVE COMMUNICATION SKILL

Course aim:

To enable frontline NHS staff to recognise different aspects of conflict that they may encounter and to be able to understand and be aware of different methods of resolving such conflicts. The course will consist of a national syllabus for the NHS in non-physical intervention techniques on managing and de-escalating potentially violent incidents within the work environment.

Objectives:

By the end of the course delegates will be able to;

• Describe common causes of conflict
• Describe two forms of communication, i.e. verbal and non verbal
• Give three examples of communication breakdown
• Explain three examples of communication models that can assist conflict in conflict resolution
• Describe patterns of behaviour they may encounter during different interactions
• Explain the different warning and danger signs
• Give examples of impact factors
• Describe the use of distance when dealing with conflict
• Explain the use of “reasonable force” as it applies to conflict resolution
• Describe different methods of dealing with potential conflict situations

NB: This is a highly interactive day.

The trainer has attended the NHS familiarisation training day.
Ref: CRT/FS/294