Conflict Resolution & Complaint Handling

Introduction

Welcome to the Conflict Resolution online training. This training is aligned to the CSTF (Core Skills Training Framework) and has been developed in conjunction with NHS safe working guidelines. Knowing how to handle and manage complaints and resolve conflicts is a requirement for Health & Social Care Professionals and this course will teach you how to avoid conflicts at the workplace and prevent acts of aggression and to manage if they occur.  

Conflict Resolution: 

Understanding conflict and the need for conflict resolution training 

Types of Conflict 

• Common Causes of conflict  
• Negative effects of unresolved conflict 
• What is Assault? 
• Violence and aggression 
• Different methods and models of communication and the role body language play 
• Warning signs 
• Personal safety and risk assessment 
• Support and help 

Complaint Training: 

• Definition of Complaint and different types of complaints 
• How to deal with complaints correctly 
• Complaint responses 
• Abuse 
• Legislation 

Summary 

At the end of this module, there is a short assessment, and on completion, you will be able to download a certificate of evidence for your portfolio. 

If you are a Registered Nurse, full completion of this course equates to 1 hour of learning, non-participatory, for your Revalidation portfolio. If you have any questions, please contact your account manager in the first instance.