Learn How Great Teams Reduce Conflict in their Services Your team may encounter frustrated, angry and distressed people. Effective training can help your people to deal with those encounters expertly and keep everyone safe in your organisation. Your team are doing their very best to meet the needs of those they encounter in your workplace (read more)
NHS Conflict Resolution Training
Meeting and Exceeding the NHS Conflict Resolution standard with modern, engaging training.
Book a free Training Needs call now,
to get the right conflict management
training for your team.
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
Clinical and Non-clinical staff on Hospital Wards
Ancillary Staff not covered by the above categories
Community Conflict Management
GP Practice Staff
Public Health Medicine and Community Health Services Medical and Dental Staff
Sick Child 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.
Every conflict incident carries risk, so your team must learn how to navigate options and reduce the risk of adverse outcomes.
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.
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.
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.
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.
The course will cover:
verbal and non-verbal communication skills
recognising warning signs
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.
What was the 2013 NHS Conflict Resolution Syllabus?
AIM 1: To provide a summary of the role of NHS Protect, local anti-crime roles and security management work in the NHS.
AIM 2: To provide an illustration of what constitutes conflict, how it arises and, using personal experience, how to be effective in reducing the risk of conflict occurring.
AIM 3: To explore the role of communication in conflict and how to use it effectively.
AIM 4: To outline the procedural, environmental and legal context of violence in the workplace.
AIM 5: To explain what is required of individuals and organisations after a violent incident and the support available to those involved.
Intended Learning Outcomes:
-Describe the common causes of conflict.
-Identify the different stages of conflict.
-Learn for their own experience of conflict situations to develop strategies to reduce the opportunity for conflict in the future.
-Describe two forms of communication.
-Indicate the level of emphasis that can be placed on verbal and non-verbal communication during a conflict situation.
-Underline the impact that cultural differences may have in relation to communication.
-Identify the procedural and environmental factors affecting conflict situations and recognise their importance in decision making.
-Underline the importance of keeping a safe distance in conflict situations.
-Summarise the methods and actions appropriate for particular conflict situations and that no two situations are same.
-Explain the use of ‘reasonable force’ as described in law and its limitations and requirements.
-Identify the causes of communication breakdown and the importance of creating the right conditions for communication to succeed.
-Utilise three communication models that will assist them in dealing with different levels of conflict.
-Recognise the behavioural pattern of individuals during conflict.
-Recognise the warning and danger signals displayed by individuals during a conflict situation including the signs that may indicate the possibility of physical attack.
-Identify the range of support, both short and long-term, available to those affected by a violent incident.
-Underline the need to provide support to those directly affected and the wider organisational benefits of this.
FAQ about NHS Conflict Resolution Training
Frequently Asked Questions about conflict resolution training
What is conflict resolution training?
Conflict resolution training (CRT) is a means of providing employees of NHS organisations and providers of NHS services with the skills to spot signs of a potentially violent incident before it escalates. It teaches them how to defuse, prevent and manage an incident without the use of physical restraint. We believe that these skills are a safe and more ethical way to prevent an incident of violence. Physical restraint must be the last resort.
Why is there a particular version of CRT for the NHS?
By its very nature NHS work involves a particularly high level of personal interaction with the public, much of it at close quarters. There are many pressures surrounding the provision of treatment that could result in conflict.
Do you recommend a minimum or maximum number of delegates to a CRT course?
The delivery of CRT benefits from the interaction between the trainer and the delegates and between the delegates themselves. To ensure that this is the case, while also ensuring that the trainer can establish that learning is effective, NHS Protect recommended groups of no less than 12 delegates and no more than 20.
How long should be spent delivering the core learning aims and outcomes?
Based on NHS Protect experience it is recommended that the CRT curriculum requires five hours of contact time to be effective; and this approach is supported by the Health and Safety Executive.
Can the minimum delivery time be split up into sessions?
We do not recommend this because the learning aims and outcomes benefit from being delivered together. Separating them will increase the length of the training as delegates will need to be refreshed about previous elements before resuming the course. Splitting the sessions up would also lead to delegates being part-trained between delivery and therefore vulnerable during the interim period. This would create a risk to organisations from a liability perspective during those interim periods.
What are the minimum qualifications required to deliver CRT?
NHS Protect recommended that trainers delivering of CRT should have a formal training qualification, although it does not recommend specific courses or suppliers.
How will I know if the CRT that my staff have received is effective?
It is not enough to merely deliver appropriate risk-based CRT to frontline NHS staff, it is crucial that the training is effective and addresses the identified risks. Organisations are expected to monitor, review and evaluate their CRT to ensure that it effective and make improvements to it where appropriate.
How will I know whether a person requires CRT or not?
There is such a wide range of organisation types, settings and job roles in the NHS that there is no simple way of defining whether a post requires CRT or not and what level of training should be delivered. It is the employer’s responsibility to ensure that individuals and roles are risk-assessed in relation to violence and aggression and this will determine whether CRT is required and to what level.
Who should provide the CRT?
NHS organisations and providers of NHS services can train their staff via in-house trainers or, if appropriate, via private contractors. Those delivering the training should adhere to the NHS Protect guidance to ensure that the appropriate standard of training is achieved.
Should there be refresher CRT?
Yes. The frequency of refresher CRT will be determined by local needs, although NHS Protect recommended that, in the interests of retention of knowledge and personal safety, refresher training should take place no more than three years after delivery of the previous training.
Can CRT be delivered by e-learning?
E-learning may be appropriate to support the delivery of knowledge aspects of CRT but should not be a substitute for the recommended contact time. It is important to be mindful that IT literacy is not an essential requirement for some staff groups requiring CRT.
Can CRT be delivered using a work book?
As with e-learning, a work book can be a useful support in the delivery of knowledge aspects of CRT but should not be a substitute for the recommended contact time.
Can CRT be delivered as part of a broader training day including other training?
CRT can be delivered as a stand alone course, although there are benefits to conflict resolution being integrated into a more holistic approach to communication, customer care and engagement with service users, as these are all transferable skills.
CRT consists of a set of learning outcomes to be delivered to minimum standards. Where these outcomes are also covered by other training, this may be delivered at the same time as CRT, if it can be demonstrated that this can be done without compromising on the quality of training delivery.
For example, it may be that CRT is incorporated as part of a series of training courses based around the Skills for Health UK Core Skills Training Framework.
How is CRT mandated? Will NHS organisations and providers of NHS services be forced to deliver this?
The Health and Safety Act 1974 requires a safe working environment and adequate facilities including appropriate training. Also outcome 14D of the Care Quality Commission’s Essential Standards of Quality and Safety requires staff to have a safe working environment where risks of violence, harassment and bullying are assessed and minimised. Under the NHS Standard Contract, among other things, providers of NHS services were required to adhere to NHS Protect’s security management requirements and standard 3.1 specifically addresses CRT.
Could an overall risk rating for conflict for each organisation be determined, in order to define what approach for CRT is needed?
NHS organisations and providers of NHS services may vary considerably according to factors such as location and demographics. Therefore, prescribing what is appropriate for the roles in each organisation is best done by those who know the most about their organisation, i.e. at a local level.
An overall risk rating for an organisation would not determine who might be harmed and using such a general approach may result in people receiving training that they do not need it or in training not being received by those who need it. The number of reported incidents of violence should not determine whether there is a need for CRT because the number of incidents has no bearing on the risk to staff.
What evidence is there to show that CRT provides benefits?
NHS Protect’s CRT survey found that the vast majority of delegates felt that the training would help them to identify potential conflict situations (95.1%) and manage such incidents more effectively (96.4%). Furthermore, staff said that they felt safer and more secure at work following CRT. Twelve months after receiving the training, 67% of NHS staff surveyed said their working environment felt safer and more secure from violence.
This compares to 47% of NHS staff surveyed before receipt of the training. It is a similar picture in respect of verbal abuse. After CRT, 56% of NHS staff surveyed felt safer from verbal abuse at work, compared to only 43% before the training. In some cases, staff feeling safer and more secure at work will mean the difference between staff leaving the NHS or not. Improved retention of staff will mean better patient care.
How do I know if the training has been effective?
The Conflict resolution training curriculum has now been developed which focuses on learning aims and outcomes. NHS Protect’s expectation was that the training has to achieve positive outcomes and so organisations are expected to monitor, review and evaluate their CRT to ensure that it is effective and make improvements to it where appropriate. All of this has been designed to move away from output-focussed training that sought to merely achieve a ‘tick in the box’.
Will new employees be made to re-do the training when they change jobs?
In cases where new employees have already received CRT from other NHS providers or commissioners, their prior learning may be counted if the training has followed NHS Protect guidance. In such cases a risk assessment should be made of the employee’s present needs before determining whether their prior learning is sufficient for their new role.
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.
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.
Frequently Asked Questions
Where is the training carried out?
Usually the training venue will be our client's responsibility and full details of this are made clear around the time of booking so that you know what we are going to need to give your people the best possible experience of training with our team.
We have often helped our clients to source appropriate training venues, where that assistance was requested!
Due to the nature of our training approach, we often require a good-sized training room which has the capacity for your team to move around in and in which we can set up scenarios which are as close as we can get them to real-world applications of the material we teach your people.
What is the investment in training?
Our training costs are often calculated on a per-day basis and directly related to the Needs Analysis which we carry out with you.
We are constantly working to make sure that the investment level is reasonable and competitive.
We generally ask for an investment which takes into account the type of content we are going to work on with your staff, the numbers of staff involved, the risk level of the encounters they engage in and the number of days of training which will be required to get your people up to the proper standard.
We are VAT registered and all pricing sent to you is 'plus VAT at the prevailing rate'.
We also charge travel expenses which you should discuss with our training advisor so that these are as clear as possible as you book in your training course.
How quickly can I book training to happen?
Our training advisor is waiting to have a call with you to discuss your timelines and preferred schedule. We generally book training 4-6 weeks out from today, however we always have been able to respond to clients who need training 'as soon as possible' when urgent needs pop up. The sooner we talk with you, the sooner we can get the training in place!
How many people can attend a training course?
There are numerous formats which we use to deliver training with your team, whether it be a large group or a smaller team. We know that the best group sizes for learning depend on the complexity of the material to be covered, the amount of time we have with your people and also the constraints you may be working with in your budget and resources. Most of our clients put 12-16 people in our less-physically demanding training courses, and often fewer people than this into our more demanding courses. Let's talk about the best solution for your needs....
Is Dynamis training Accredited?
Dynamis has attained the respected Quality Award Centre status (QAC #2201) with the Institute for Conflict Management (ICM), demonstrating our commitment to quality assurance and strict adherence to the most recent guidance on the management and prevention of workplace conflict. All our trainers are fully qualified and attend CPD development on a regular basis in accordance with ICM requirements.
Is the training suitable for my staff and my context?
Our goal is that you see a tremendous improvement in your team's ability to prevent and manage difficult encounters with the people in your service, so we focus on making sure that each training session with your people feels directly connected to their everyday work and is compliant with the relevant guidance which governs it.
Our Partners and Accreditation
Member of The Institute of
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.
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.
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.
From what I know of talking with learners on our Conflict Management courses for years, I am quite sure that many people would rather be punched in the head than spat in the face. I think that during the current crisis, we could add being intentionally coughed-at into the same category of assault. There’s a (read more)