Course: Complaint and Conflict Resolution Training
Description
Please be aware that this course is included in Online 1-9.
The aim of this course is to give you some understanding of the issues and procedures involved in the handling and management of complaints, and conflict resolution in the workplace.
Course Contents:
- Training Objectives
- What is a complaint?
- Types of complaint
- Causes of Complaints
- Different Types of Complainers
- Receiving Complaints
- Abuse
- Complaint Responses
- Common Healthcare Complaints
- Positive Complaint Theory
- The NHS Protect
- Legal Definitions of Conflict
- Common Law
- Legislation
- Managing Patient Behaviour - The Betari's Box
- Types of Communication
- Reasons for Communication Failure
- Communication Models
- How do Conflicts Occur?
- Warning Signs of Conflict
- How to Respond to Conflict
- Physical Restraint
- Security Staff and Their Roles
- Summary
Content
£12.95
Course Info
| Has Audio | : | Yes |
| Modules | : | 1 |
| Lectures | : | 36 |
| CPD Hours | : | 0.50 |