Conflict Resolution Course Guidance Manual - Wirral University ...

FORWARD
In April 2004 the National Health Service (NHS) launched the biggest training initiative in its history,
with the aim of providing a minimum standard of training for all frontline staff (those who have contact
with patients and the general public) in the recognition, prevention and management of violence,
aggression and challenging behaviour.
Awareness training in conflict resolution will be delivered across the NHS to approximately seven
hundred thousand staff.
This conflict resolution training (CRT) course has been developed in order to assist NHS staff when
dealing with incidents that may have a potential for violence and aggression.
It is important that NHS staff have provisions in place for a safe and secure working environment, in
order to maintain excellence in standards for both personal and patient care.
CRT provides staff with recognition signs and prevention measures that relate to the escalation and
potential for violence and aggression.
INTRODUCTION
Wirral University Teaching Hospital (WUTH) NHS Foundation Trust’s Division of HR/OD have
provided this Workbook which is now your property to keep, as such it has been designed to both
compliment and assist in today’s National Syllabus Course on Conflict Resolution.
Today’s course is to provide you with an understanding of the nature of workplace conflict, and the
environmental and human factors that contribute to or influence it. Furthermore, the course will
provide an understanding of the impacts and effects of workplace conflict on individual attitudes,
behaviours and group performance both in and outside the workplace environment.
You will learn how are communication patterns and responses to conflict influence our ability to
resolve conflict and assist others. Through the use of communication models and the application of
contemporary approaches to addressing workplace conflict you will experience how others may
influence how we understand and act, and therefore ultimately how we deal with conflict.
Areas are provided throughout the Workbook for you to make your own notes, should you wish to do
so.
The workbook contains valuable information, which you should use throughout your National Health
Service career in order to assist you within your chosen workplace, in dealing with patients, visitors
and also colleagues.
Wirral University Teaching Hospital NHS Foundation Trust
Aggression Management Training
Clinical Education and Development Team
Clinical Excellence
HR/OD
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