Conflict Resolution (Including Violence and Aggression)

This course gives a comprehensive overview of Conflict Resolution within Health and Social Care

According to HSE figures, care staff can be four-times more likely to experience workplace violence and aggression than other workers. This course provides an insight into what conflict (including violence and aggression) at work may look like. Participants will be able to recognise conflict situations as they develop and learn to handle them effectively. The course also gives useful insight into different patterns of behaviour and how treating them as the basis for communication can be helpful in handling conflict.

  • Average study time:
    study time

    1 hrs

  • Personal development points (CPD):


  • Price:


Please enter the number of licences required.

Course Details

Conflict Resolution Awareness course details:
  • Clear, attractive format
  • Real-life scenarios help illustrate key points
  • With videos and graphics to make an enjoyable learning experience
  • Written by an expert with over 20 years experience of health and social care training

Benefits for you

Conflict Resolution Awareness forms an essential part of many different qualifications and learning frameworks. If you are working towards any of these, it is important to appreciate to what extent this course helps you in your goal.

This course has been mapped to the following (where it is applicable) –

Core skills Training Framework – Subject 4 – Conflict Resolution

  • a) Identify the main areas of work and the objectives of NHS Protect 
  • b) Explain the role of the Security Management Director, Local Security Management Specialist and Area Security Management Specialist 
  • c) Describe the common causes of conflict and identify the different stages of conflict 
  • d) Learn from their own experience of conflict situations to develop strategies to reduce the opportunity in the future 
  • e) Describe two forms of communication 
  • f) Indicate the level of emphasis that can be placed on verbal and non-verbal communication during a conflict situation 
  • g) Understand the impact that cultural differences may have in relation to communication 
  • h) Identify the causes of communication break down and the importance of creating conditions for communication to succeed 
  • i) Utilise three communication models that would assist in dealing with different levels of conflict
  • j) Recognise the behavioural pattern of individuals during conflict 
  • k) Recognise the warning and danger signals displayed by individuals during a conflict situation including the signs that may indicate the possibility of physical attack 
  • l) Identify the procedural and environmental factors affecting conflict situations and recognise their importance in decision making 
  • m) Understand the importance of keeping a safe distance from conflict situations 
  • n) Summarise the methods and actions appropriate for particular conflict situations bearing in mind that no two situations are the same 
  • o) Explain the use of “reasonable force” as described in law and its limitations and requirements 
  • p) Identify the range of support, both short and long-term, available to those affected by a violent incident 
  • q) Understand the need to provide support to those directly affected by a violent incident and the wider organisational benefits of this 

Level 2 Diploma in Health and Social Care (Adults) England – Unit 8 Contribute to Health and Safety in Health and Social Care – Outcomes, 2, 3, 8 2.1 – Explain why it is important to assess health and safety hazards posed by the work setting or by particular activities 

  • 2.2 – Explain how and when to report potential health and safety risks that have been identified 
  • 3.1 – Keep records that are up to date, complete accurate and legible 
  • 8.2 – Implement measures to protect own security and the security of others in the work setting 

The Care Certificate 

  • 3.5c – Describe how to assess and reduce risks in confronting situations 
  • 3.5e – Describe agreed ways of working for reporting any confrontations 
  • 5.3a – Take appropriate steps to remove or minimise the environmental factors causing discomfort of distress 
  • 13.8a – Describe the measures that are designed to protect their own security at work, and the security of those they support

Course Syllabus

Section 1 – Introduction

  • Learning Objectives 
  • Mapping 
  • Meet The People 

Section 2 – Overview of Legislation and Guidance 

  • Introduction 
  • The Health and Safety at Work etc. Act 1974 (HASAWA) 
  • The Management of Health and Safety at Work Regulations 1999 
  • The Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR) 2013 
  • Safety Reps and Safety Committees Regs 1977 and The H&S (Consultation with Employees) Regs 1996 
  • NHS Protect 
  • Employer Duties 
  • Employee Duties 
  • Acts of Omission 

Section 3 – Conflict including violence and aggression 

  • Introduction 
  • Work-related Violence 
  • Causes of Conflict 
  • Stages of Conflict 
  • Communication 
  • The LEAPS Model 
  • Body Language 
  • The SAFER Approach 
  • The SOLER Approach 
  • Physical Intervention 
  • Staff Support 
  • The Debrief 
  • Other Support 
  • Reporting 

Section 4 – Understanding Behaviour 

  • Introduction 
  • Functional Behaviour Analysis 
  • Antecedents 
  • Behaviour 
  • Consequence 

Section 5 – Statistics


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