This course aims to provide you with
The understanding of the legal framework when managing conflict and potential physical and/or non-physical assault. This includes risk-assessing situations, keeping everyone involved safe, and the law in the UK regarding the use of reasonable force.

Level: Secure Training Services Conflict Resolution (CSTF)
Duration: 1 hour 45 minutes approx.
Assessment Method: Multiple Choice
Certificate: PDF
Recommended Refresher: Yearly
Framework and Standards: CSTF
Course Provider: Secure Training Services

Upon completion of this course, you will be able to,
1. Summarise the roles and responsibilities of employers and employees with regards to health, safety and security management.
2. Explain the use of ‘reasonable force’ as described in criminal law, and the four areas to identify when assessing its use.
3. Recognise the need for formal and dynamic risk assessment, and how to make decisions to reduce conflict.
4. Describe common causes of conflict and identify the different stages of conflict.
5. Recognise the warning and danger signs displayed by individuals during a conflict situation, including the signs that may indicate the possibility of physical attack.
6. Recognise the behavioral pattern of individuals during a conflict.
7. Describe two forms of communication.
8. Recognise the level of emphasis that can be placed on verbal and non-verbal communication during a conflict situation.
9. Identify the causes of communication break down – and the importance of creating conditions for communication to succeed.
10. Understand the impact that cultural differences may have in relation to communication.
11. Identify the procedural and environmental factors that affect conflict situations, and recognise their relevance in decision-making.
12. Outline person-centred de-escalation principles
13. Learn from your own experience of conflict situations to develop strategies that may help to reduce conflict.
14. Identify the range of support, both short- and long-term, available to staff who are affected by a violent incident.
15. Understand the need to provide support to those directly affected by a violent incident, and the wider organisational benefits of this.

This course is made up of the following modules
▪ Legislation
▪ Managing Risk
▪ Causes and Warning Signs of Conflict
▪ Stages of Conflict
▪ What is Communication?
▪ Why Does Communication Break Down?
▪ How Do You Prevent a Communication Breakdown?
▪ De-escalation
▪ After Conflict
▪ Debrief
▪ Keeping yourself and others safe

Healthcare Professionals
Nurses
HCA's
Domiciliary Care
Care Home, Nursing Home and Hospitals