Welcome to this e-Learning Lite package on Conflict Resolution - Level 1. It is aimed at all frontline staff and professionals whose work brings them into contact with members of the public.

It has been designed to meet the relevant learning outcomes in the UK Core Skills Training Framework.

The package is made up of 3 elements; a Presentation, a Workbook and an Assessment. The Presentation covers the key points and the Workbook is more in-depth, providing further detail relevant to the subject.

You can choose to do any or all of the 3 elements dependent on your personal preference, learning style and existing knowledge. To complete the package you will need to pass the Assessment.

What you learn in this eLearning Lite package:

1. 
   The role of NHS Protect
   
2. 
   The role of Specialist Security personnel
   
3. 
   Common causes and the different stages of conflict
   
4. 
   Reducing the risk of conflict including use of reflection of previous experiences
   
5. 
   Methods of communicating and the role of verbal and non-verbal communication
   
6. 
   Causes of communication breakdown including cultural differences
   
7. 
   Communication models for conflict resolution
   
8. 
   Behavioral pattern of individuals during conflict
   
9. 
   Warning and danger signs of conflict
   
10. 
    Procedural and environmental factors affecting conflict situations
    
11. 
    Using safe distances in conflict situations
    
12. 
    Different methods of dealing with diverse conflict situations
    
13. 
    The appropriate use of ‘reasonable force’
    
14. 
    The range of support available for those affected by a violent incident
    
15. 
    The need to provide support and the wider benefits