NHS Conflict Resolution Training

Meeting and Exceeding the NHS Conflict Resolution standard with modern, engaging training.

  • verbal and non-verbal communication skills
  • recognising warning signs of aggression
  • cultural awareness and sensitivity
  • De-Escalation Techniques

Book a free Training Needs call now,

to get the right conflict management 

training for your team.

Our clients

Hospitals and Healthcare

Our Experience in NHS Conflict Resolution Training

To recognise different aspects of conflict that staff and professionals may encounter and to understand and be aware of different methods of resolving such conflicts.

Role- playing and student participation is an essential part of the training.

Students receive a workbook where they can make notes throughout the day and which will contain the course material for future reference.

Once your learners have attended this course they will receive a certificate to recognise this fact so that their employer can record their achievement.

By the end of the course, participants will be able to:

-Describe common causes of conflict.
-Describe two forms of communication, i.e.verbal and non-verbal.
-Give examples of communication breakdown.
-Explain three examples of communication models that can assist conflict in conflict resolution.
-Describe patterns of behaviours they may encounter during different interactions.
-Explain the different warning and danger signs.
-Give examples of impact factors.
-Describe the use of distance when dealing with conflict.
-Explain the use of “reasonable force”as it applies to conflict resolution.
-Describe different methods for dealing with possible conflict situations.

Hospital Conflict Management

Main Categories of Frontline Staff
NHS Primary Care Trusts
Accident and Emergency Clinical and Non-Clinical Staff
Ambulance Staff
Outreach Staff

Social workers
Security Staff
Clinical and Non-clinical staff on Hospital Wards
Ancillary Staff not covered by the above categories

Community Conflict Management

GP Practice Staff

Reception Staff
Public Health Medicine and Community Health Services Medical and Dental Staff
Reception Staff

Health Visitors
Community Midwives
Sick Child Nurses
District Nurses

What is the NHS National Syllabus for Conflict Resolution?

National Syllabus for Conflict Resolution Training

A key measure to protect NHS staff and those who deliver NHS services from violence is conflict resolution training (CRT).
It is important that staff feel safe in their working environment. Violent behaviour not only affects them personally but it also has a negative impact on the standard of services and the delivery of patient care.

In terms of tackling violence against staff, CRT is a key preventative tool. It forms part of a range of measures introduced to make the NHS a safer place to work. Clearly, it is not sufficient to react to incidents after they occur; ways of reducing the risk of incidents occurring and preventing them from happening in the first place must be found.

NHS Protect has developed generic learning aims and outcomes for use by all NHS organisations, providers of NHS services and training providers to assist them in their delivery of CRT. These are found in our Conflict resolution training curriculum. The curriculum has been prepared based on extensive experience in the CRT field and using a student-centred approach to learning.

We recommend that all staff whose work for NHS organisations and providers of NHS services brings them into contact with members of the public undergo a CRT risk assessment. Under legislative requirements, it is the employer’s responsibility to ensure that individuals and roles are risk-assessed in relation to violence and aggression to determine whether CRT is required and to what level.

The curriculum also provides suggested examples of course content and has been mapped to the Skills CFA national occupational standards suite Prevention and Management of Violence in the Workplace.

Your team learn in a scenario-driven 'mesh'

Because of our unique training methodology which progresses understanding, decision-making and skills together and in-context, your team will learn restraint skills and understanding which will more-easily transfer to your workplace and make it safer for everyone.

Risk Awareness

Every conflict incident carries risk, so your team must learn how to navigate options and reduce the risk of adverse outcomes.

De-Escalation Skills

Your teams will model and practice appropriate verbal skills for preventing and de-escalating conflict.

Legal Rules for Conflict Management

Your team will reflect on the legal basis for their actions, assisting in effective reporting.

Restraint Reduction Principles

Your team will be challenged to embody principles to reduce restrictive practices in each scenario they work through.

Behaviour Awareness

Your team will develop their awareness of behaviour cues and the ways in which situations can trigger distress, anger or emotional disturbance.

Teamwork during incidents

Your team will have to work together to solve problems, learning along the way how to think and to communicate as a team.


A key skill is in NOT escalating situations which are tense, uncertain and rapidly unfolding, so your staff will practice approaches which calm potential conflict.

Self-Protection (optional)

Your team will be challenged to develop personal safety habits and perform robust, appropriate self-protection tactics in many different scenarios.

Grab a coffee and speak to our training advisor.

With over 15 years of experience working with clients, we are confident that we can gain an understanding of your issues, resources, timeframes and budget quickly and soon propose a Conflict Resolution training plan which fits your needs.

How to...

Organise Conflict Resolution Training Painlessly

  • 2003 NHS Curriculum

  • 2013 NHS Curriculum

  • Frequently Asked questions (FAQ)

What was the NHS Conflict Resolution Syllabus in 2003?


To recognise different aspects of conflict that staff and professionals may encounter and to understand and be aware of different methods of resolving such conflicts.

Key elements:
The course will cover:

verbal and non-verbal communication skills
recognising warning signs
cultural awareness
and de-escalation techniques
Role- playing and student participation will be an essential part of the day’s training.

Students will receive a workbook where they can make notes throughout the day and which will contain the course material for future reference.

Once they have attended the course they will receive a certificate to recognise this fact and their employer will also be required to record this.

The CFSMS is currently exploring other methods of recognising attendance on the course through the Continual Professional Development (CPD) path, and for the health body itself, through the Improving Working Lives (IWL) initiative.

By the end of the course, participants will be able to:

Describe common causes of conflict.
Describe two forms of communication, i.e.verbal and non-verbal.
Give examples of communication breakdown.
Explain three examples of communication models that can assist conflict in conflict resolution.
Describe patterns of behaviours they may encounter during different interactions.
Explain the different warning and danger signs.
Give examples of impact factors.
Describe the use of distance when dealing with conflict.
Explain the use of “reasonable force”as it applies to conflict resolution.
Describe different methods for dealing with possible conflict situations.

Our Process


Book your free training needs assessment.

Every organisation is unique and so you need a unique training course. Our free training needs assessment is a 30-minute process where we identify the Conflict Resolution training solutions you need.


We formulate a Bespoke Training Course.

Having understood the needs of your teams we will create a bespoke training course tailored to your conflict flashpoints, issues and incident profile.


Your Staff experience relevant and beneficial training.

Your team will enjoy a modern and engaging Conflict Resolution training course where they will learn and practice effective skills. 


Fewer Incidents of Lower Severity

Your workplace will become safer as your team engage in a new and different way with visitors and patients, treating everyone with dignity by showing them respect in every encounter, even the difficult ones.

The power of evidence-based training

High Staff Engagement

Because of the immediate relevance your staff see in our course design and delivery, they are engaged, motivated and energised during and after the training.

Better Transfer to the Workplace

Because sessions are all driven by your own scenarios, issues and challenges with the people you meet in your work, it has immediate relevance and transfers directly to your day-to-day workplace.

 "Time Well Spent"

Your teams get many, many opportunities to learn and practice their new skills during 'countless reps' of the target skills, actively learning in every session. There are no boring powerpoints!

Measurable Change Happens

With highly targeted new skills, your teams can make measurable changes to their interactions and truly realise your organisation's safety ethos, focussing on dignity and respect, safety and wellbeing.

Gerard O'Dea  //  Director of Training at Dynamis

Hi and thanks for visiting our webpage today.

In over 15 years of working with frontline staff who face difficult, distressed and dangerous behaviour, I have seen time and again how prepared staff can perform well and respond to challenging circumstances.

From teachers to nurses, teaching and care assistants to security officers in our hospitals and social workers in the community, if you deal with people every day, managing conflict becomes a necessity.

I became involved in this work because I saw the power of training and preparation in helping people to stay safe at work and to be more successful in working with their colleagues to create better outcomes.

I and my team of professional trainers now teach in over 200 training engagements every year around the UK and internationally for a wide variety of public-facing organisations just like yours.

We have sought out the best conflict management training content and the best learning methods  in the world and bring them together for you and your team.

Gerard O'Dea

Join Over 3,000 Happy Customers

Best Course I have attended in the NHS...

“This was by far the best course I’ve attended in the NHS. Fit for purpose, current, relevant and extremely well delivered.  10/10 for delivery, professionalism and structure.”

Andy W.  //  Security Management Specialist

Informative and Enjoyable...

“A very professionally run training course, Gerard was a very knowledgeable and relaxed instructor who put the group at ease and made the day both informative and enjoyable.”

Stephen B.  // Ambulance Care Assistant

What our customers are saying:

Brought in real life situations...

"I was very nervous about this training but it was a great environment and he made us feel at ease and was encouraging. I liked how he brought in real life situations to make the training more relatable.”

Natalie C.  //  Dementia Care Senior Support

Knowledgeable and Interactive...

“Very approachable, knowledgable and interactive facilitator who encouraged group discussions and used personal experience to back up the theory/learning”

Children's Respite Centre Senior Carer  //  Peterborough City Council.

When: 1 to 5 Days based on your identified needs and scheduled for your convenience

Who:  Groups of up to 12 care staff are led by each Dynamis trainer (larger groups by request).  Nurses and Care Workers, clinical staff, key workers and therapists can all benefit from courses which are tailored for your specific environment.

Our small but highly focussed team of trainers are highly experienced and professionally qualified verbal and physical intervention specialists.  They hold Level 3 Qualifications in physical intervention, conflict management and breakaway/self-protection and regularly attend CPD events which ensures the quality of their delivery.   Dynamis is an ICM Accredited Quality Award centre, assuring clients of our robust processes for the design, development, delivery and support of our training programmes.

Where:  Training is held at your venue

How:  Our trainers deliver this course using a mix of lecture/presentation, Q&A, physical practice and scenario rehearsal.

Why:  Matched to your needs      Led by Professional Trainers      Legally Audited      Fully Risk-Assessed      Values Dignity and Respect     Safeguards Client rights      Offers Staff Practical Options      Compliant with Government Regulations      Value for Your Investment


100% Satisfaction Guarantee

You are fully protected by our 100% Satisfaction-Guarantee. If you are not fully satisfied by the training we deliver for your team, just let us know and we'll send you a prompt refund.

Gerard O'Dea

Frequently Asked Questions

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Our Partners and Accreditation

ICM Logo

Member of The Institute of

Conflict Management

Dynamis is a Quality Award Centre with the ICM, a recognised accrediting body in the U.K. for workplace training in the prevention and management of workplace violence.

Healthcare Myth 2: If I Say Something It Will Make Things Worse 2

European partner for Vistelar

Dynamis is the premier European Partner for Vistelar, a global consulting organisation covering training across the entire spectrum of human conflict.

Personal Safety Trainer 35

Regional representative for 9 Attitudes behavioural tactics

Dynamis represents the 9 Attitudes system, a fully behavioural approach to self-protection and physical control which is based on the observable realities of physical confrontation.

January 5, 2021

SECOND CHANCES – I enjoyed a support Zoom call with one of our #school clients this morning. A very unpredictable 7 year old in one of our client’s mainstream schools has injured children and staff, sometimes causing hospitalisation. He runs off, climbs furniture and has left the school premises. #disruptive! The child has had a rough (read more)

November 6, 2020

Customised Trainer Development for YOUR service could create meaningful change like this. The inspectors confirmed: “a significant reduction in physical intervention. They loved the service-user-specific training needs. They loved the new training package and had very positive feedback from the staff who report they now feel more confident and competent in their practice” We were (read more)

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