Conflict resolution

This course looks at the way we communicate, behaviour patterns, how to recognise warning signs, assessing impact factors and preventative strategies that can be used. A participative course, the day will enable you to review how you currently approach these situations and give help and guidance on the choices available to you by:

• describing common causes of conflict
• describing the two forms of communication
• giving examples of how communication can breakdown
• explaining three examples of communication models that can assist in conflict resolution
• describing patterns of behaviour that may be encountered during different interactions
• giving examples of the different warning and danger signs
• giving examples of impact factors
• describing the use of distance when dealing with conflict
• explaining the use of reasonable force as it applies to conflict resolution
• describing different methods of dealing with possible conflict situations

If your work brings you into contact with members of the public then this training is designed to help you to assess rapidly changing situations, evaluate the risk to yourself and others and be able to act in an appropriate manner.

The conflict resolution course has been designed for all frontline NHS staff and professionals to provide some guidance as to how to approach these potentially volatile and confrontational situations.

Lin Early

023 8079 4951

lin.early@uhs.nhs.uk|

Gigi Cozens

023 777222 ext 3557

gigi.cozens@uhs.nhs.uk|