Conflict Resolution

Conflict can arise when people have different expectations, priorities, concerns or views about care and working relationships. How staff respond can influence trust, teamwork, wellbeing and the quality of care.

This course explores how to recognise conflict early, understand the issues behind a disagreement and respond professionally. Learners will examine practical approaches to listening, assertive communication, managing their own reactions, reducing tension and working towards realistic solutions.

The course covers disagreements involving people receiving care, relatives, visitors, colleagues and managers. It also explores when informal resolution is appropriate, when concerns require formal escalation and when personal safety must take priority.

What Is Conflict Management?

Conflict management is the process of recognising and addressing disagreements constructively. It involves understanding different perspectives, communicating clearly, maintaining appropriate boundaries and deciding how an issue can be resolved or referred for further support.

Course Aim

To develop the awareness and understanding needed to respond to conflict professionally, support constructive resolution and recognise when additional help or formal action is required.

Who Is This Course For?

Care workers, healthcare assistants, support workers, nurses, team leaders, supervisors and other staff working in adult health and social care, including care homes, domiciliary care and supported living services.

Main Topics

1. Understanding conflict and distinguishing it from complaints, aggression and unacceptable conduct.
2. Recognising causes, early tension and barriers to resolution.
3. Managing personal reactions and maintaining professional behaviour.
4. Using listening, clear explanations and respectful assertiveness.
5. Reducing tension and setting appropriate boundaries.
6. Resolving disagreements about care, expectations and working relationships.
7. Recognising when to withdraw, seek assistance or use formal reporting routes.
8. Recording outcomes, supporting those affected and preventing recurrence.

Learning Outcomes

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

1. Distinguish everyday disagreement from situations requiring a different response.
2. Identify factors that contribute to conflict in care settings.
3. Recognise how personal reactions and communication can influence an interaction.
4. Select appropriate listening and assertive communication approaches.
5. Identify ways to reduce tension while maintaining professional boundaries.
6. Describe steps for exploring concerns and agreeing realistic actions.
7. Recognise when informal resolution is unsuitable and further assistance is required.
8. Identify what should be recorded, reported and reviewed following conflict.

Scope and Boundaries

This training provides awareness and understanding only. It does not teach physical intervention, restraint, breakaway techniques or specialist mediation.

Completion does not confer competence, authority, or qualification. Staff must work within their role, follow workplace procedures and complete any additional training and employer-assessed competence requirements relevant to their duties.

Assessment and Completion

Each teaching module includes two knowledge-check questions. A separate final assessment will assess learning taught within the course, using questions that do not repeat the module knowledge checks.

Successful completion demonstrates achievement of the course’s assessed knowledge requirements. It does not establish practical workplace competence.