Conflict Resolution in Primary Care Course

Conflict Resolution in Primary Care – Online Course

Course overview
This online course provides a practical introduction to conflict resolution in primary care. It helps learners understand the subject, recognise its relevance in the workplace and apply good practice within their role. It is written at an introductory level and takes approximately 1.5 hours. It carries 2 CPD points and is CPD accredited.

Please note: This is an introductory Level 1 course providing knowledge-based training for induction, awareness, refresher or knowledge enhancement purposes. It does not replace any practical, role-specific or regulated conflict management training that an employer may require.

What the course covers
• Types of assault, examples of conflict and who is at risk
• Protecting staff, training and tackling violence, including NHS Protect
• Withholding treatment
• Warning signs and the stages of anger
• Causes of conflict, including long-term and temporary factors, organisational factors, cultural diversity and communication breakdown
• Common responses and strategies
• Strategies for communicating, including the way you use words, empathy, body language, using distance, active listening and questioning with care
• Reasonable force
• Reporting incidents
• Post-incident effects, types of support and debriefing meetings

Who is it for?
The course is written at an introductory level for anyone who needs conflict resolution training as part of their role, and is aimed at professionals working in primary care settings. It is appropriate for:
• GPs
• Practice managers
• Nurses and healthcare assistants
• Reception and administrative staff
• Community pharmacists
• Social workers and care coordinators

It can be used for induction, awareness, refresher training and knowledge enhancement.

Practical benefits
• Understand why conflict resolution matters in day-to-day practice
• Recognise warning signs and common causes of conflict
• Use communication strategies such as empathy and active listening
• Recognise when advice, reporting or escalation is required
• Know what support is available after an incident
• Provide evidence of understanding for staff induction
• Retake the quiz as many times as needed to improve your grade
• Gain a free CPD-accredited certificate for professional development

What learners will be able to do
• Explain the core principles and terminology associated with conflict resolution in primary care
• Recognise why the subject matters in day-to-day practice
• Identify common risks, concerns or situations relevant to the topic
• Understand individual responsibilities and role boundaries
• Apply good-practice principles in workplace situations
• Communicate effectively with relevant people when issues arise
• Recognise when advice, reporting or escalation is required
• Use the learning to support safer, more consistent practice

Assessment and certificate
Learners complete an online quiz at the end of the course, with unlimited retakes. After successfully completing it, they are awarded a CPD-accredited certificate straight away, which they can download or print at home for free. A hard copy can also be requested and sent to a home or work address. Access is instant once the purchase is complete, and organisations can use the complimentary learner management system to view course progress, quiz results and certification.