Course length
1 day

Course overview
Being able to work in a safe and secure working environment is of paramount importance, not only for the personal well-being of staff, but also to ensure that the highest standards of clinical care can be made available to patients.

Tackling violence against staff and professionals working in the NHS is a key area of specific action for the Security Management Service of the NHS. Although various reactive measures have been put into place to deal with incidents of physical and non-physical assaults, the National Syllabus of Conflict Resolution has been developed as a preventative measure to assist frontline staff and professionals to deal effectively with incidents of violence or aggression.

This training will help you to develop effective responses to diffuse and deal with conflict and potentially violent situations and will help provide you with vital skills that will enhance your safety at a time when you may desperately need them!

Who should attend
All staff
Maximum 20 participants

Course aims
The overall aim of this training is to help staff to:
• Recognise and prepare for any encounters where they may be involved in conflict
• Develop effective non-physical responses to diffuse and deal with conflict and potentially violent situations
• Be more alert and proactive to responding to potential conflict and physical threats in their working environment

Learning outcomes
By the end of this course participants will:
• Understand the common causes of conflict
• Understand the differences between verbal and non-verbal communication
• Be able to give examples of how communication can breakdown
• Be able to explain three communication models to assist in resolving conflict
• Describe patterns of behaviour they may encounter during different interactions
• Give examples of warning and danger signs of impending violence
• Give examples of impact factors
• Understand the importance of distance when dealing with conflict
• Understand the use of "reasonable force" as it applies to conflict resolution
• Be able to describe different methods for dealing with various conflict situations

Training style
The workshop will be highly interactive, encouraging participation and making use of exercises, discussions and group work. There will be the opportunity for skills practice and review in each section. Practical and relevant examples will be used as a springboard to help apply knowledge and understanding to real-life scenarios. A healthy balance of trainer input and a variety of practical activities ensure adult learning principles are met.

Course materials
Handouts and worksheets are provided to each participant to support topics covered on the workshop. Certificates of attendance will be presented to each participant after training has been completed

Course contents

Introduction
Course and personal objectives
Health and safety overview

What is conflict?

Communication - verbal and non-verbal
Transactional analysis

Communication breakdown

Three conflict resolution models
Skills practice

Patterns of behaviour
Warning and danger signs - "fight or flight"
Use of distance - personal spatial zones

Impact factors
"Reasonable force" - will the law protect me?
Reporting of incidents

Scenarios - skills practice

Summary and review

Course evaluations and close

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