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Conflict Reflection and Complaint Handling

Top Rated5(1 reviews)

The Conflict Reflection and Complaint Handling course helps healthcare professionals understand the causes and early warning signs of conflict, assault, and challenging situations. It explores effective communication techniques, conflict resolution, personal safety, post-incident support, and complaint management. Learners will also develop an understanding of handling service user complaints, resolving concerns effectively, and the role of whistleblowing in maintaining safe and high-quality standards of care.

13 Modules1 hour
€169€0
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Conflict Reflection and Complaint Handling
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Learning Outcomes

What you'll learn

  • Gain an understanding of conflict resolution, including its definition and the primary reasons conflicts arise.
  • Learn the meaning of assault and discover strategies for interrupting the cycle of assault by recognizing early warning signs.
  • Acquire insights into different communication techniques and the ability to discern discrepancies between verbal communication and non-verbal cues.
  • Explore various communication theories and understand their influence on behavior.
  • Identify early indicators that may lead to conflict situations.
  • Explore strategies for enhancing personal safety.
  • Understand the types of support necessary following an incident and how to access this support.
  • Grasp the concept of a 'complaint' and understand the importance of effective complaint management.
  • Memorize key tenets of effective complaint resolution.
  • Outline the process for addressing a complaint made by a service user.
  • Learn how to file a complaint and comprehend the significance of 'whistleblowing' in maintaining standards.

Modules

Module 1

Why do we need conflict resolution training and what is conflict?

Module 2

Common causes of conflict

Module 3

'Assault', what is it?

Module 4

Communication

Module 5

Models of communication

Module 6

Body language and conflict

Module 7

Attitude and behavioural cycle - identifying the warning signs

Module 8

Risk assessments and actions

Module 9

Personal safety

Module 10

Support when an incident has happened

Module 11

What are complaints?

Module 12

Handling complaints

Module 13

Whistleblowing

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Frequently Asked Questions

The course covers complaint management processes, conflict reflection, effective communication, timely response to patient concerns, and the responsibilities of healthcare professionals in preventing and managing conflicts.

Yes, you will receive a certification upon successful completion of the course.

To register, log in or sign in to your Care Learning account using your email and password. If you are new, you can create an account at care-learning.com.

Yes, this course is suitable for healthcare professionals who manage patient complaints, handle conflicts, and aim to improve communication and care quality.