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Conflict Resolution & Conversational De-escalation

Who should attend
All frontline healthcare professionals whose work brings them into contact with members of the public.

What will I learn

The course will facilitate discussion focusing on situations that may become volatile and confrontational, resulting in violence and abuse from others. This training consists of a standard national syllabus for healthcare workers focusing on non-physical intervention techniques, and managing and de-escalating potentially violent/aggressive incidents within the work environment.

By the end of the course healthcare professionals should have the knowledge of the different methods for dealing with possible conflict situations and conversational de-escalation techniques.

Course Content:

By the end of the course healthcare professionals would have explored:

  • The common causes of conflict,
  • The two forms of 'communication' and how communication can break down 
  • 3 examples of communication models that can assist in conflict resolution 
  • Patterns of behaviour that may be encountered during different interactions 
  • The different warning and danger signs 
  • Impact factors 
  • How to deal with telephone conflict
  • The use of distance when dealing with conflict 
  • The use of 'reasonable force' as it applies to conflict resolution 
  • The different methods for dealing with possible conflict situations

How much will the course cost
£65 per delegate

How long will it take to complete the course:
½ Day

Training dates and venues

DATE

LOCATION & ROOM

START & END TIME

12/4/2021

Delivered Via MS Teams 

12:00 – 14.00

12/4/2021

Delivered Via MS Teams  

15:00 -17:00

12/4/2021

Delivered Via MS Teams

18:00 – 20:00

19/4/2021

Delivered Via MS Teams  

14:00-16:00

19/4/2021

Delivered Via MS Teams  

18:00 – 20:00

17/5/2021

Delivered Via MS Teams  

10:00-12:00

17/5/2021

Delivered Via MS Teams  

14:00-16:00

17/5/2021

Delivered Via MS Teams  

18:00-20:00

7/6/2021

Delivered Via MS Teams  

10:00-12:00

7/6/2021

Delivered Via MS Teams  

14:00-16:00

5/7/2021

Delivered Via MS Teams

10:00-12:00

5/7/2021

Delivered Via MS Teams  

14:00-16:00

5/7/2021

Delivered Via MS Teams  

18:00-20:00

2/8/2021

Delivered Via MS Teams  

14:00-16:00

2/8/2021

Delivered Via MS Teams  

18:00-20:00

18/8/2021

Delivered Via MS Teams  

14:00-16:00

18/8/2021

Delivered Via MS Teams  

18:00-20:00

13/9/2021

Delivered Via MS Teams  

13:00-15:00

13/9/2021

Delivered Via MS Teams  

15.00-17:00

  18/10/2021 Delivered Via MS Teams             13.00-15.00
  18/10/2021 Delivered Via MS Teams             15.00-17.00
  01/11/2021 Delivered Via MS Teams             13.00-15.00
  01/11/2021 Delivered Via MS Teams             15.00-17.00
  10/01/2022 Delivered Via MS Teams             13.00-15.00
  10/01/2022 Delivered Via MS Teams             15.00-17.00
  07/02/2022 Delivered Via MS Teams             13.00-15.00
  08/03/2022 Delivered Via MS Teams             15.00-17.00
  08/03/2022 Delivered Via MS Teams             13.00-15.00
  08/03/2022 Delivered Via MS Teams             15.00-17.00

 

For further information please contact the Professional Practice Team at:

ecn-tr.professionalpracticeteam@nhs.net