Florence Academy

Ifeanyi Chukwuemeka

Has completed Conflict Resolution and Complaints Handling delivered by Florence academy on 07 January 2023

Learning outcomes

Understand the meaning of conflict resolution and the common causes of conflict

Recognise what assault means and how you can break the cycle of assault through early identification of the signs

Be aware of the differing methods of communication and be able to identify where verbal communication does not match with body language

Identify the various models of communication and have a knowledge of how these models will impact behaviours

Recognise the warning signs leading to conflict

To consider the personal safety mechanisms that you can adopt

Understand what support you need to give and where you can access support when an incident has occurred

Understand what a 'complaint' entails, and appreciate why it is important to handle complaints effectively

Recall the critical principles of complaints handling

List the steps involved in handling a service user's complaint

Describe how to raise a complaint yourself, and understand what is meant by the term 'whistleblowing'

Understand the meaning of conflict resolution and the common causes of conflict
Recognise what assault means and how you can break the cycle of assault through early identification of the signs
Be aware of the differing methods of communication and be able to identify where verbal communication does not match with body language
Identify the various models of communication and have a knowledge of how these models will impact behaviours
Recognise the warning signs leading to conflict
To consider the personal safety mechanisms that you can adopt

Understand what support you need to give and where you can access support when an incident has occurred
Understand what a 'complaint' entails, and appreciate why it is important to handle complaints effectively
Recall the critical principles of complaints handling
List the steps involved in handling a service user's complaint
Describe how to raise a complaint yourself, and understand what is meant by the term 'whistleblowing'

About this course

This course provides an understanding of conflict, avoiding conflict, and how to keep yourself safe during an incident.

This course meets the Skills for Health Core Skills Training Framework (CSTF) for conflict resolution (NHS) and violence and aggression (Wales). It was developed in conjunction with NHS safe working guidelines and CQC Regulation 16: Receiving and acting on complaints

This course is CPD accredited.

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