This level 1 CSTF conflict resolution e-learning course is specifically designed for healthcare workers. It is ideal for individuals at any staff level, including clinical, non-clinical, unpaid and voluntary staff, who want to enhance their skills in managing conflict effectively within their work settings.

This online CSTF conflict resolution course covers the following:

Understanding key legislation and regulations

• A deep dive into the legal framework governing CSTF conflict resolution in the workplace, including the Health and Safety at Work, etc. Act 1974, Management of Health and Safety at Work Regulations 1999, and guidance from NHS Protect.

• Examination of how these laws and guidelines specifically apply to healthcare settings, ensuring compliance and promoting a safe working environment.

Identifying common causes of conflict and types of assault

• Analysis of the root causes of conflict in healthcare environments, from communication breakdowns to environmental stressors.

• Detailed exploration of the various forms of assault, distinguishing between non-physical and physical assaults, and understanding the implications of each.

Techniques for de-escalation and personal safety

• Instruction on effective de-escalation techniques, including verbal and non-verbal communication strategies, to mitigate conflict without compromising personal safety.

• Training on maintaining a safe distance, recognising warning signs of escalating conflict, and emergency response strategies for ensuring personal and team safety.

The role of communication skills in conflict management

• Comprehensive coverage of how different types of communication—verbal, non-verbal, and written—affect conflict situations.

• Emphasis on the importance of cultural sensitivity and strategies for overcoming barriers to effective communication.

Strategies for supporting individuals affected by violent incidents

• Guidelines on providing immediate and long-term support to colleagues and patients directly impacted by violent incidents.

• Discuss the organisational benefits of offering support, including improved morale, reduced work-related stress, and enhanced team cohesion.

Application of communication models in conflict situations

• Introduction to three key communication models that aid in addressing conflicts at various levels, facilitating a structured approach to CSTF conflict resolution.

Behavioural patterns and warning signals

• Training to recognise specific behavioural patterns and warning signs that may indicate the potential for conflict or physical assault, enabling preemptive action to defuse tension.

Procedural and environmental considerations in CSTF conflict resolution

• Exploration of how procedural policies and the physical environment can influence conflict dynamics and resolution strategies.

Legal and ethical considerations of 'reasonable force'

• Clarification of the legal definition of 'reasonable force', understanding its limitations, requirements, and the ethical considerations involved in its application.

*This CSTF conflict resolution online course aligns with UK CSTF standards. It fulfils CQC, Care Inspectorates, and other regulatory requirements, ensuring comprehensive, compliant training for all health and social care participants.

The aims of this online CSTF conflict resolution course are to:

• Introduce participants to essential workplace legislation and regulations governing CSTF conflict resolution.
• Enhance awareness of effective communication skills and CSTF conflict resolution techniques.

This CSTF conflict resolution e-learning course will:

• Delve into the legal framework governing conflict resolution in healthcare settings, clarifying the responsibilities of staff and the implications of key legislation like the Health and Safety at Work Act and Management of Health and Safety at Work Regulations.
• Analyse common causes of conflict and various forms of assault within healthcare, enhancing understanding of both non-physical and physical confrontations and their repercussions.
• Equip participants with effective conflict de-escalation techniques and personal safety measures, focusing on verbal and non-verbal communication strategies to manage conflict proactively.
• Emphasise the importance of communication skills in conflict management, exploring different communication types, cultural sensitivity, and overcoming barriers to effective communication.
• Provide guidelines for offering immediate and long-term support to those affected by violent incidents, underscoring the benefits of such support for organisational morale and cohesion.
• Introduce key communication models that aid in managing conflicts at different levels, ensuring a structured approach to resolving disputes.
• Train participants to recognise specific behavioural patterns and warning signs of potential conflict or physical assault, preparing them to take preemptive action to mitigate risks.
• Examine how procedural policies and the physical environment influence conflict dynamics, offering insights into effective resolution strategies.
• Clarify the concept of 'reasonable force', discussing its legal and ethical boundaries and requirements in healthcare settings. 

Upon completing this online CSTF conflict resolution training course, learners will be equipped to:

• Describe the common causes of conflict and identify the different stages of conflict.
• Learn from their own experiences of conflict situations to develop strategies for reducing 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 on communication.
• Identify the causes of communication breakdown 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 patterns 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.
• 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 situations are the 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.
• Understand the need to support those directly affected by a violent incident and the wider organisational benefits of this.

*These learning outcomes are based on the CSTF framework's recommendations and regulatory bodies' requirements.

This CSTF conflict resolution e-learning course is externally peer-reviewed and accredited by the CPD Certification Service, ensuring it meets the highest standards. Upon completion, participants will receive a CPD certificate valid for 3 years that complies with the HealthTrust Europe (HTE), Crown Commercial Services (CCS), and NHS Collaborative Procurement Partnership (CPP) frameworks.

Mastering conflict management is vital to protecting staff, ensuring exceptional patient care, and fulfilling legal duties. It provides essential conflict management skills, minimising risks and enhancing safety.
It meets NHS buying frameworks (HTE, CCS, CPP) standards, making it crucial for agency workers in the NHS and private sectors. Aligned with the UK Core Skills and Training Framework (CSTF), it offers a comprehensive learning experience.

CSTF Conflict Resolution (Healthcare) - Level 1 | ComplyPlus LMS™ | The Mandatory Training Group UK -