Aim of the course

This course aims to give learners the knowledge and communication skills required to recognise workplace conflict early, respond professionally and contribute to constructive resolution.

It promotes respectful discussion, active listening, emotional self-management, fair problem-solving and appropriate escalation. It also helps learners recognise when informal discussion is unsuitable and a concern requires management, HR, safeguarding, grievance or whistleblowing procedures.

Scope of the course

The course is designed for care workers, healthcare assistants, support workers, nurses, team leaders, managers, administrative staff, agency workers and others working in health and social care.

It provides awareness-level knowledge relating to:

1. Common causes and signs of workplace conflict.
2. Communication and emotional self-awareness.
3. Informal conflict resolution.
4. Facilitated conversations and mediation.
5. Professional boundaries and confidentiality.
6. Formal reporting and escalation routes.
7. Learning from conflict and restoring working relationships.

This course does not qualify learners to act as accredited mediators, conduct formal disciplinary or grievance investigations, provide legal advice or manage serious allegations without appropriate authority and training.

Informal resolution is not suitable for every situation. Allegations involving abuse, discrimination, harassment, victimisation, serious misconduct, criminal behaviour, unsafe care or immediate risk must be reported through the appropriate formal process.

Topics covered

The course covers:

1. The meaning of conflict and conflict resolution.
2. The difference between disagreement, conflict, bullying, harassment and discrimination.
3. Common sources of conflict in health and social care.
4. Miscommunication, unclear roles and competing priorities.
5. Workload pressures, change, values and cultural differences.
6. The effect of hierarchy and power imbalance.
7. Recognising early indicators of unresolved conflict.
8. The potential impact on staff wellbeing and team performance.
9. How conflict can affect communication and the quality of care.
10. Individual conflict styles and personal triggers.
11. Emotional self-awareness and self-regulation.
12. Challenging assumptions, bias and incomplete information.
13. Active listening and acknowledging different perspectives.
14. Asking open, neutral and clarifying questions.
15. Using respectful and non-accusatory language.
16. Separating the person from the problem.
17. Focusing on facts, impact, needs and possible solutions.
18. Preparing for a constructive conversation.
19. Choosing an appropriate time and private setting.
20. Establishing shared goals and agreed expectations.
21. Negotiation, compromise and collaborative problem-solving.
22. Recording agreed actions and reviewing progress.
23. The role of managers, HR and employee representatives.
24. Facilitated conversations and workplace mediation.
25. The voluntary and impartial nature of mediation.
26. Informal and formal resolution routes.
27. Grievance and disciplinary procedures.
28. Bullying, harassment and discrimination concerns.
29. Safeguarding, whistleblowing and patient-safety escalation.
30. Confidentiality and its limits.
31. Preventing retaliation and maintaining professionalism.
32. Rebuilding trust and working relationships.
33. Learning from recurring conflict and addressing underlying causes.

Learning outcomes

By the end of the course, learners should be able to:

1. Define workplace conflict and conflict resolution.
2. Identify common causes of conflict in health and social care.
3. Recognise early signs that a working relationship is deteriorating.
4. Explain how unresolved conflict may affect wellbeing, teamwork and care quality.
5. Distinguish ordinary disagreement from bullying, harassment, discrimination and safeguarding concerns.
6. Recognise their own communication style, assumptions and emotional triggers.
7. Maintain professional behaviour during a disagreement.
8. Use active listening to understand another person’s perspective.
9. Ask open, neutral and clarifying questions.
10. Communicate concerns using factual and non-accusatory language.
11. Separate the issue from personal criticism.
12. Identify areas of agreement and shared goals.
13. Generate realistic options and agree proportionate next steps.
14. Record and review agreed actions where appropriate.
15. Explain when an informal conversation may be suitable.
16. Describe the role of a neutral facilitator or mediator.
17. Recognise when mediation would be inappropriate.
18. Explain when a formal grievance or management process may be required.
19. Escalate discrimination, harassment, safeguarding and serious safety concerns appropriately.
20. Maintain confidentiality while understanding that it cannot be promised where safety or legal duties require disclosure.
21. Identify sources of workplace advice and support.
22. Contribute to restoring professional relationships after conflict.

The course reflects current Acas guidance on conflict and resolution. Acas advises that early informal discussion can resolve many workplace problems, while serious or unresolved matters may require formal procedures. Workplace mediation is impartial, voluntary and focused on helping those involved agree how to work together in the future.