CSTF Conflict Resolution Course

Our CSTF Conflict Resolution course is ideal for anyone working in a healthcare environment such as an NHS hospital who might encounter conflict. This course meets the requirements of the Core Skills Training Framework.


CSTF Conflict Resolution Course

Our CSTF Conflict Resolution course is ideal for anyone working in a healthcare environment such as an NHS hospital who might encounter conflict. This course meets the requirements of the Core Skills Training Framework.

Who is the CSTF Conflict resolution Course for?

The Core Skills Training Framework Conflict Resolution Course is tailored specifically for professionals within the UK healthcare sector, particularly those affiliated with the NHS and related organisations. This course equips healthcare staff with essential skills and knowledge to manage conflicts effectively within their dynamic and multifaceted work environment.

Primarily, the course is intended for clinical staff such as doctors, nurses, and allied health professionals. These individuals regularly encounter conflicts with patients, families, and colleagues and need strategies to resolve these issues while maintaining a supportive care environment. For instance, nurses and midwives often face high-pressure situations that require immediate and empathetic conflict resolution to ensure patient well-being and team cohesion.

Support staff, including healthcare assistants, nursing assistants, and administrative personnel, also benefit significantly from this training. These roles frequently involve direct interactions with patients and families, as well as behind-the-scenes coordination with clinical teams, where effective conflict management is crucial for smooth operations and patient satisfaction.

Leaders and managers in healthcare, such as department heads, team leaders, and healthcare administrators, play a pivotal role in maintaining a productive and harmonious work environment. The CSTF Conflict Resolution Course provides these professionals with the tools to address and mediate interpersonal and organisational conflicts, promoting a culture of collaboration and respect across the board.

Human Resources professionals within healthcare settings are another key audience for this course. HR managers and officers are often called upon to mediate staff disputes, support team dynamics, and implement fair and effective conflict resolution policies that align with organisational goals and values.

Those in patient-facing roles, like receptionists and customer service officers, also benefit from the training. These staff members are typically the first point of contact for patients and visitors and must handle conflicts with professionalism and respect to ensure a positive experience and outcome for all parties involved.

In the realms of mental health and social care, the course is invaluable for mental health nurses, support workers, social workers, and case managers. These professionals frequently deal with sensitive and challenging environments where managing conflicts effectively is essential to supporting patient care and maintaining therapeutic relationships.

Emergency responders and those in high-stress roles, such as paramedics, ambulance staff, and emergency department personnel, are also key beneficiaries of the CSTF Conflict Resolution Course. They often encounter conflicts in high-pressure situations and need to de-escalate these conflicts quickly to provide calm and effective care.

Volunteers and non-clinical staff, including hospital volunteers, auxiliary staff, and maintenance personnel, play crucial support roles within healthcare facilities. This training enables them to assist in managing conflicts and maintaining a positive and cohesive environment for both patients and staff.

By completing this course, healthcare professionals improve their ability to provide high-quality patient care through enhanced conflict resolution skills. They contribute to a more harmonious workplace, supporting both their professional development and the overall well-being of their teams. Effective conflict management leads to reduced stress, better communication, and a deeper understanding of ethical and cultural sensitivities in healthcare settings.

The CSTF Conflict Resolution Course helps healthcare organisations maintain high standards of training and compliance with CSTF requirements, ensuring a consistent and effective approach to conflict management across the NHS and related sectors.

CSTF Conflict Resolution Course Learning Outcomes

  • Describe the common causes of conflict and identify the different stages of conflict – Participants will delve into various triggers of conflict, including misunderstandings, competition for resources, and differing values. By identifying these triggers, they will understand how conflicts evolve from initial tensions to escalation and, eventually, to resolution, providing a comprehensive view of conflict dynamics.
  • Learn from their own experience of conflict situations to develop strategies to reduce the opportunity for conflict in the future – Reflecting on their past conflict experiences, participants will evaluate both effective and ineffective responses. This self-assessment process is crucial for developing proactive strategies that minimise future conflicts by addressing potential triggers and honing their conflict management skills.
  • Describe two forms of communication – The course will cover the essentials of verbal and non-verbal communication. Participants will learn how spoken words and tone – verbal communication – and body language and facial expressions – non-verbal communication – can convey messages and influence interactions during conflicts.
  • Indicate the level of emphasis that can be placed on verbal and non-verbal communication during a conflict situation – In managing conflicts, the balance between verbal and non-verbal cues is critical. Participants will explore how each form of communication can impact conflict dynamics and learn to adjust their emphasis on verbal and non-verbal communication to resolve conflicts effectively.
  • Understand the impact that cultural differences may have in relation to communication – Cultural backgrounds significantly influence communication styles and perceptions of conflict. Participants will examine how these differences affect interactions and develop strategies to navigate and respect cultural variations to prevent misunderstandings and enhance conflict resolution.
  • Identify the causes of communication breakdown and the importance of creating conditions for communication to succeed – Effective communication is key to resolving conflicts. Participants will identify factors that lead to communication breakdowns, such as assumptions, language barriers, and emotional reactions. They will also learn how to establish an environment conducive to clear and successful communication.
  • Utilise three communication models that would assist them in dealing with different levels of conflict – The course introduces participants to three structured communication frameworks or models. These models provide systematic approaches to analyse and manage conflicts, allowing participants to apply these strategies effectively across various levels and types of conflict situations.
  • Recognise the behavioural patterns of individuals during conflict – By observing and interpreting behaviors during conflicts, such as aggression, withdrawal, or negotiation, participants will gain insights into how individuals typically respond to conflicts. Recognising these patterns helps in predicting reactions and managing conflicts more effectively.
  • Recognise the warning and danger signals displayed by individuals during a conflict situation, including the signs that may indicate the possibility of physical attack – Early identification of warning signs and danger signals is crucial in conflict situations. Participants will learn to spot these indicators, including those suggesting potential physical threats, and will be equipped with strategies to respond appropriately to ensure safety.
  • Identify the procedural and environmental factors affecting conflict situations and recognise their importance in decision-making – Understanding the role of procedural and environmental factors is essential in managing conflicts. Participants will explore how organisational policies, procedures, and the physical environment influence conflicts and use this knowledge to make informed decisions to address and resolve issues effectively.
  • Understand the importance of keeping a safe distance in conflict situations – Maintaining a safe physical distance is critical, especially when conflicts have the potential to escalate into violence. Participants will learn strategies for positioning themselves safely and how to de-escalate situations to reduce the risk of harm.
  • Summarise the methods and actions appropriate for particular conflict situations bearing in mind that no two situations are the same – Each conflict is unique, requiring a tailored approach. Participants will learn to summarise and apply a range of conflict resolution methods and actions, understanding the need to adapt these strategies to the specific context and nature of each situation.
  • Explain the use of ‘reasonable force’ as described in law and its limitations and requirements – The concept of ‘reasonable force’ is key to conflict situations, especially when self-defense or protection is necessary. Participants will gain a clear understanding of how the law defines reasonable force, its limitations, and the requirements for its use in different scenarios.
  • Identify the range of support, both short and long-term, available to those affected by a violent incident – Participants will explore various support options available for individuals affected by violence. This includes immediate assistance and long-term care options, helping them to provide comprehensive support and aid to those in need.
  • Understand the need to provide support to those directly affected by a violent incident and the wider organisational benefits of this – Providing support to individuals directly affected by violence has significant organisational benefits. Participants will learn about the importance of offering this support, which enhances overall organisational resilience, morale, and a sense of community, fostering a supportive and cohesive work environment.
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  1. P

    Great for working in NHS

  2. VM

    Relatively straightforward and some good information. I enjoyed the course.

  3. T

    My agency required CSTF training and this was ideal

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