Conflict Resolution
Conflict resolution training helps care staff recognise the early signs of conflict, de-escalate safely and resolve disagreements with residents, families and colleagues fairly. It follows current UK legislation, NICE guidance and sector best practice. Delivered on-site by our experienced trainers.
About the course
Recognise, de-escalate and resolve conflict
By the end of the course, delegates will:
- Recognise the early signs of conflict — hot or cold
- Understand your own stress response, and choose to respond calmly
- Apply de-escalation techniques safely, in line with NICE guidance
- Know your legal duty of care, and CQC’s zero-tolerance approach
- Communicate across language, cultural and cognitive barriers
- Handle a difficult conversation calmly, privately and fairly
- Know when to escalate to your manager or safeguarding lead
- Stay safe, and understand your lone-working responsibilities
- Report incidents properly, and support yourself and colleagues afterwards
What you’ll cover
Full course content
Everything the course covers, exactly as our trainers deliver it:
Understanding Conflict in a Care Setting
- What is conflict?
- The three types of conflict
- Where conflict comes from
Recognising the Signs
- Hot and cold conflict
- The body’s stress response
Your Own Response to Conflict
- Fight, flight, freeze or face
The Legal and Regulatory Framework
- Your duty of care
- NICE guidance
- Capacity, dignity and fair treatment
De-Escalation in Practice
- Proactive strategies
- Reactive strategies
Personal Safety and Lone Working
- Staying safe during a difficult situation
- Employer and personal responsibilities
Reducing and Resolving Conflict Early
- Take action early
- People over problems
Handling a Difficult Conversation
- Do
- Don’t
Communicating Across Differences
- Recognising communication barriers
- Making yourself understood
Conflict with Residents And Families
- Recognising what’s really happening
- When to escalate to leadership
Preventing Future Conflict
- Systems and procedures
- Building relationships and trust
After the Event: Support and Reporting
- Reporting
- Supporting yourself and your colleagues
Legislation Recap and Further Resources
- Key legislation and guidance at-a-glance
- Further support and resources
Keep exploring
Related courses
These subjects sit naturally alongside this course — and we can combine courses into one visit.
Good to know
Frequently asked questions
Where is the training delivered?
All of our training is delivered on-site at your service, anywhere in the UK — we come to you, so there are no travel costs or venue hire for your team.
How long is the Conflict Resolution course?
It runs as a half day – 3 hours course, delivered in one visit unless stated otherwise.
How many delegates can attend?
Up to 15 delegates per session.
Do delegates receive a certificate?
Yes — every delegate receives a certificate on completion. We recommend refreshing every two years.
How much does the course cost?
We price every course on application, based on your dates, location and delegate numbers. Use the contact buttons below — we reply quickly with a quote.
Can we combine courses into one visit?
Yes. Many clients build a full training day from shorter courses, and we can deliver several subjects in one visit — just tell us what your team needs.
Do you only train care providers?
No. This course suits care & nursing homes, home care, hospitals, special schools & SEN settings, supported living. If your sector isn’t listed, ask — we’ll tailor the course to your setting.
Book this course
We bring Conflict Resolution training to your service
Delivered on-site at your service, nationwide, with pricing on application. Tell us your dates and delegate numbers and we’ll reply quickly with a quote.
Part of our leadership & management training range. Also explore behaviour management training and mental health training.