Course length
½ day (3.5 hours)

Course overview
Following on from the full national syllabus for Conflict Resolution Training (CRT), this course has been designed to meet all the guidelines set by the NHS Security Management Services to enable trusts to comply with the Secretary of State Directions to provide refresher training in conflict resolution to all frontline staff in the NHS.

Conflict Resolution Refresher Training will provide a combination of new and revised material to further enhance staff understanding and knowledge rather than providing a condensed version of the original syllabus.

Who should attend
All NHS frontline staff
Within 3 years following attendance on the full day workshop. Thereafter on a three-yearly cycle.

Course aims
The overall aim of this training is twofold:
• Firstly to refresh and consolidate existing levels of understanding and experience regarding conflict resolution
• Secondly to expand and enhance this level by exploring additional concepts and skills that could assist them during a conflict situation.

Learning outcomes
By the end of this course participants will:
• Have examined their current level of knowledge regarding conflict resolution by way of a self-assessment.
• Have re-visited impact factors and warning and danger signs using a work based case study
• Have explored various tools available to them to assist in the resolution of a conflict
• Have experienced the impact of physical stance and positioning on their personal safety during an incident
• Be able to recognise and understand the stages of a conflict as it may occur

Training style
The workshop will be highly interactive, encouraging participation and making use of self-assessments, 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

Welcome and Introductions
Course and Personal Objectives
Conflict Resolution Skills - self-assessment
Impact and Warning Signs - case study
De-escalation techniques during conflict - enhancing your skills
Physical stance and positioning during conflict - enhancing your personal safety
The stages of a conflict - understanding the process
Scenarios - Skills Practice
Summary
Course evaluations and close

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