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Conflict resolution training for NHS employees


The course will be based on the NHS national syllabus for 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.

Key elements:

The course will cover:

1. verbal and non-verbal communication skills ;

2. recognising warning signs ;

3. cultural awareness;

4. and de-escalation techniques.

I am looking for examples of role play relevant to achievement of any of the following course objectives:

1. Describe common causes of conflict.

2. Describe two forms of communication, i.e. verbal and non-verbal.

3. Give examples of communication breakdown.

4. Explain three examples of communication models that can assist in conflict resolution.

5. Describe patters of behaviours they may encounter during different interactions.

6. Explain the different warning and danger signs.

7. Give examples of impact factors.

8. Describe the use of distance when dealing with conflict.

9. Explain the use of “reasonable force” as it applies to conflict resolution.

10. Describe different methods for dealing with possible conflict situations.

[email protected]
Eddie Newall

5 Responses

  1. Role plays

    I would be grateful to receive a copy of any situations/scenarios you get for similair training.

    Reception is a great place to start and people seem to love playing it the worst way possible with everyone communicating inappropriately etc…


  2. Which conflict arte we resolving
    My first reaction was that you wanted ideas to resolve the conflict between the NHS staff and their managers which is so energy sapping and demoralising.

    It took a few lines before I realised that you are talking about conflict with patients.

    If we recognise that the conflict with patients exists because the staff are not supported by their managers and are therefore not able to provide the care that the patients want then we are still looking at the same solution.

    Instead of searching for ways to give the staff extra skills to deal with irate patients could we instead commit our thoughts and resources to giving the staff the ability to provide the service that the public and the staff themselves both want.

  3. Thanks for your replies

    Please email me as I do not have your contact details.


    I agree to some extent, but conflict can arise even when resources are adequate and there is no deficit in interpersonal skills. For example, alcohol, drugs and mental illness can impact on patients and visitors, and how they communicate with NHS staff, independent of resources.

    I agree that conflict resolution training on its own is unlikely to “cure” the problem, and lack of resources must be addressed. But as a training provider I have no influence on the Department of Health or on policy decisions within NHS trusts.

  4. Apologies
    Please accept my apologies for forcing my point of view.

    It is frustrating to see the quality of personnel employed by the NHS being browbeaten and blamed for the inadequacies of their management.

    We are working hard to make the neccessary changes but there is a certain amount of inertia to overcome before such a large organisation begins to change.

  5. Verbal self defence
    Hi there

    Are you familiar with the work of Suzette Haden Elgin ‘The gentle art of verbal self defence’?

    These techniques are often applied in health care settings to de-escalate conflict situations, so could be useful.

    Here’s a link to an overview:

    Hope it helps



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