Complaint Training & Conflict Resolution

Complaint Training & Conflict Resolution Please be aware that this course is included in Online 1-9.

Knowledge of the handling and management of complaints and conflict resolution in the workplace is another requirement for Health & Social Care Professionals.
This session will give you an understanding of these important issues.
Content will cover the following key areas:

Complaint Training:
• What is a complaint?
• Types of complaint
• How to deal with complaints correctly
• Complaint responses
• Abuse
• Legislation
• Statistics: official complaints and unofficial complaints
• Complaint Training – Summary

Conflict Resolution:
• Conflict Resolution - Training Objectives
• Legal Definitions of Conflict
• Common Law
• Legal References
• Managing Patient behaviour - The Betaris Box
• Reasons for Communication Failure
• What is a conflict and when does it occur?
• Warning signs to consider before conflict
• How to respond to conflict?
• Physical restraint, a last resort
• Conflict Resolution – Summary

This course has been verified by Skills for Healh against the UK Core Skills Training Framework subject "NHS conflict resolution (England)".
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