Course overview
Why do I need this course?
- Avoid verbal and physical abuse from patients, other staff and visitors
- Meet risk-assessment responsibilities, in relation to violence and aggression
- Align with the Core Skills Training Framework (CSTF)
What will I learn?
- Common causes of conflict
- Communication models that assist in dealing with conflict
- Levels of emphasis placed on verbal and non-verbal communications
- Causes of communication breakdown
- Short and long-term support available
Who is this course for?
- All healthcare professionals (as part of statutory training requirements)
- All healthcare staff who have contact with patients and service users
- Frontline NHS staff and professionals
- Anyone who has contact with the general public
Part of the CSTF
The Core Skills Training Framework (CSTF) is a framework created by Skills for Health and sets out minimum learning outcomes, frequency of refresher training and links to relevant legislation or expert guidance.
It can be used by any healthcare employer in the UK including NHS, independent and voluntary providers.
All our CSTF-aligned courses can be purchased as part of a bundle here.
Learn more about the CSTF on our website, or read the Frequently Asked Questions.
Course details
There are occasions when staff in the healthcare sector can experience verbal abuse and, in exceptional circumstances, physically abusive behaviour from patients, other staff or visitors whilst trying to do their jobs. The key aim of this CSTF-aligned course is to make you aware of some of these risks, and help you deal effectively and safely with them.
Upon completion of this course, the learner will be able to:
- Recognise the common causes of conflict and identify the different stages of conflict
- Understand of the level of emphasis that can be placed on verbal and non-verbal communications during a conflict situation
- Understand three communication models that would assist in dealing with different levels of conflict
- Recognise the causes of communication break down and the importance of creating conditions for communication to succeed.
- describe the common causes of conflict and identify the different stages of 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 in relation to 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 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 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 provide support to those directly affected by a violent incident and the wider organisational benefits of this.
- Course Length: 70 mins
