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Conflict Resolution in Health and Care - Level 1 - Online Course - CPD Accredited

CPDUK Accredited | Instant Course Access | Includes Assessment & Certificate | Instant Certificate Download

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£14.99 inc VAT
Study method
1 hour · Self-paced
Access to content
365 days
No formal qualification
1 CPD hours / points
  • Certificate of completion - Free
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Conflict Resolution in Health and Care - Level 1 - Online Course - CPD Accredited.

Welcome to our online Conflict Resolution in Health and Care training course for front-line healthcare and social care providers. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).

Staff must feel safe in their working environments. Violent behaviour not only affects them personally but indirectly, it harms the standard of service and the delivery of care. In terms of tackling violence against staff, Conflict Resolution Training (CRT) is a crucial preventative tool. It forms part of a range of measures introduced to make health and social care organisations safer places to work.

It is not sufficient to react to incidents after they occur; ways of reducing the risk of incidents occurring and preventing them from happening in the first place must be found.

Certificate duration: 2 years

Entry requirements: No entry restrictions

Recommended prerequisites: N/A

Assessment type: End of course assessment

Assessment pass mark – 80% needed to pass and gain a CPD certificate

Cost(s) of assessment and certification – All costs included in the course price

Awarding/Accrediting body – CPD Certification Service (CPDUK)

Conflict Resolution in Health and Care - Level 1 - Online Course - CPD Accredited.


1 CPD hours / points
Accredited by The CPD Certification Service

Course media


Course aims

The aims and objectives of this online Conflict Resolution in Health and Care training course are to:

  • Improving the learner’s understanding of the causes of conflict in health and care settings,
  • Provide the learner with a clear understanding of the legislation regarding conflict resolution, and
  • Explain the main models for conflict resolution.

Learning outcomes

The learning aims and associated outcomes are based on de-escalation techniques. The aims address the way one communicates, patterns of behaviour, recognition of warning signs, impact factors and preventative strategies. At the end of this online Conflict Resolution in Health and Care training course, learners should be able to:

  • Explain the role of the Security Management Director and Local Security Management Specialist or their equivalent,
  • Describe the common causes of conflict and identify the different stages of a 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,
  • Understand the impact that cultural differences may have about communication,
  • Identify the causes of communication break down and the importance of creating conditions for communication to succeed,
  • Utilise three communication models that would assist in dealing with different levels of conflict,
  • Recognise the behavioural pattern of individuals during a 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,
  • Understand the importance of keeping a safe distance in conflict situations,
  • Summarise the methods and actions appropriate for particular conflict situations bearing in mind that no two cases 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, and
  • Understand the need to provide support to those directly affected by violent conflict and the broader organisational benefits of this.

What is conflict resolution?

Conflict resolution is conceptualised as the various methods and processes involved in facilitating the peaceful ending of conflict and retribution. Committed group members attempt to resolve group conflicts by actively communicating information about their conflicting motives or ideologies to the rest of the group (e.g., intentions; reasons for holding certain beliefs), and by engaging in collective negotiation.

Dimensions of resolution typically parallel the aspects of conflict in the way the conflict is processed. Cognitive resolution is the way disputants understand and view the conflict, with beliefs and perspectives and understandings and attitudes. Emotional resolution is in the way disputants feel about a conflict, the emotional energy.

Behavioural resolution is how one thinks the disputants act, their behaviour. Ultimately, a wide range of methods and procedures for addressing conflict exist, including negotiation, mediation, mediation-arbitration, diplomacy, and creative peacebuilding.

Why is this online Conflict Resolution in Health and Care training course important?

It is crucial that employing organisations deliver the appropriate level of conflict resolution training to meet the needs of staff at their organisation. For example, the clinical and environmental factors affecting conflict for ambulance services or mental health services will be different from those experienced within the in-patient setting.

Even within each type of health organisations, there may be different factors coming into play such as location, demographics and geography. Therefore, in addition to delivering the core learning outcomes organisations will need to make a risk assessment of the CRT needs of their staff. In some cases, this may result in training with additional learning outcomes to meet and mitigate the identified risks.

CRT provides staff with necessary de-escalation, communication and calming skills to help them prevent and manage violent situations. However, there are some incidents which may involve challenging behaviour that is clinically related, one common characteristic is where the individual involved in the event may have some degree of cognitive impairment, and their communication may be temporarily or permanently impaired.

NHS organisations and providers of NHS services may, therefore, choose to include clinically related challenging behaviour awareness as part of a combined course with CRT or incorporate it as part of other training initiatives, such as those addressing staff training needs around dementia.

What is covered in this course?

This online Conflict Resolution in Health and Care training course covers the following:

  • Understanding why conflict resolution is essential,
  • Understanding the role of NHS Protect concerning conflict resolution,
  • NHS security management roles and responsibilities
  • Common causes of conflict in healthcare and social care settings,
  • The importance of effective communication in resolving conflict,
  • Understanding how to utilise our body language to avoid contact effectively,
  • Knowing how communicating our feelings and attitudes can help to manage conflict effectively,
  • Knowing how to avoid communication breakdown,
  • Understanding how cultural differences can contribute to conflict,
  • An introduction to effective communication models for conflict resolution:
    • LEAPS communication models,
    • PALMS Communication models,
    • Five-step appeal communication model.
  • The attitude and behavioural cycle,
  • Understanding the main patterns of behaviour about conflict,
  • Awareness of the warning signs and danger sigs,
  • Knowledge of the basics of de-escalating conflict,
  • Understanding of the importance of maintaining personal safety when de-escalating conflict,
  • Understanding the impact factors for lone workers,
  • How to do dynamic risk assessments for lone workers, and
  • Awareness of the importance of personal space.

Conflict Resolution in Health and Care - Level 1 - Online Course - CPD Accredited.

Who is this course for?

This online Conflict Resolution in Health and Care training course will benefit all frontline health and social care workers whose work brings them into direct contact with members of the public, including:

  • NHS medical, nursing, AHP and care staff.
  • Locum doctors and nurses.
  • Locum allied health professionals (AHPs),
  • Agency nurses,
  • Agency workers,
  • Healthcare assistants,
  • Support workers,
  • Care assistants,
  • Nursery staff, and
  • Community services.

Under current UK legislation, it is the employer’s responsibility to ensure that these individuals and roles are risk-assessed about violence and aggression. All healthcare and social care professionals who are at risk of verbal or physical aggression must complete conflict resolution training.

Some staff may require further physical training, including disengagement, defence techniques, basic guiding and holding/restraint techniques for varying risk levels and situations.

Conflict Resolution in Health and Care - Level 1 - Online Course - CPD Accredited.


Learn anywhere, anytime on any device.

You will need access to a desktop computer, laptop, tablet or smartphone device to complete these online courses. You can start, pause/stop and return to where you left off.

Our courses utilise responsive design features, making them available on any device of your choice.

Conflict Resolution in Health and Care - Level 1 - Online Course - CPD Accredited.

Career path

Our online courses and programmes range from introductory modules at Level 1 (awareness/beginner) to advanced and expert modules up to Level 6.

Our e-learning modules count towards CPD hours for professionals in various sectors as well as meeting mandatory and statutory requirements (where relevant).

Conflict Resolution in Health and Care - Level 1 - Online Course - CPD Accredited.

Questions and answers

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Certificate of completion

Digital certificate - Included


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What does study method mean?

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.