Conflict Resolution for Healthcare

Producer: Virtual College Ltd

Duration: 3 hours.
This product is an online product and is a single-user, 1-year licence.
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CPD Certified - on average contributes 2 - 3 hours towards your CPD.

Within the NHS there are hundreds of violent attacks on front line staff every day. To address this issue the government has introduced a ‘zero tolerance’ policy and committed to train over 1.2 million front line staff in basic conflict resolution techniques. Conflict Resolution supports the mandatory training, which is structured around a 6 hour syllabus created by the NHS Counter Fraud and Security Management Service (CFSMS).

Unfortunately anyone working in the frontline of the NHS could be at risk of attack. As personal safety is a universally important issue, the information contained in this course will be useful to all staff and professionals whose work brings them into contact with members of the public.

The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

This product allows the student to print a certificate from the course on sucessful completion.

The recommended settings to run this course are:

- Minimum Internet Explorer 6/Netscape Navigator 7
- Flash enabled – Minimum V6
- Popup windows enabled
- Minimum Windows 2000 Operating System
- Authorware may also need to be installed for some courses


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This course covers the following topics:

- Welcome and Learning Objectives
- Introduction to Conflict Resolution
- Communication Model 1
- Communication Model 2
- Communication Model 3
- Dealing with Conflict
- Awareness and Impact Factors
- Stress Behaviours
- Summary


Having completed Conflict Resolution you will:

- understand some of the common causes of conflict
- appreciate the key role communication plays in conflict and conflict resolution
- be aware of different ‘danger signs’
- know how to deal with possible conflict situations

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