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: Bespoke Bookings Only

For further information and bespoke course dates for 2022/2023 please contact the Professional Practice Team at:

ecn-tr.professionalpracticeteam@nhs.net