Conflict Resolution

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£5.99
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It is important that staff feel safe in their working environments. Violent behaviour not only affects them personally but indirectly it has a negative impact upon the standard of service and the delivery of care.

By completing/passing this course, you will attain the certificate Conflict Resolution

  • Describe the common causes of conflict and identify the different stages of conflict
  • Learn from their own experience of conflict situations to develop strategies to reduce the opportunity for conflict in the future
  • 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

Course Content