Conflict Reflection and Complaint Handling

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14 Chapters

1 Hours

Conflict Reflection and Complaint Handling

Enhance your professional profile with an industry-recognized course. Receive a certificate upon completion, perfect for your professional portfolio and job interviews.

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Free

Conflict Reflection and Complaint Handling

14 Chapters

1 Hours

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Industry Backed Learning

About The Course

Learning Outcomes

Course Modules

1

About The Course

This course is designed to help healthcare professionals to ensure that; in an environment of best practice and continuous improvement; issues raised by patients are responded to appropriately and in a timely manner. It highlights a complaint management process is in place and the responsibilities of healthcare professional in regard to preventing breakdowns in communication and handling conflicts.

2

Learning Outcomes

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.

3

Course Modules

Chapter 1 Why do we need conflict resolution training and what is conflict?

Chapter 2 Common causes of conflict

Chapter 3 'Assault', what is it?

Chapter 4 Communication

Chapter 5 Models of communication

Chapter 6 Body language and conflict

Chapter 7 Attitude and behavioural cycle - identifying the warning signs

Chapter 8 Risk assessments and actions

Chapter 9 Personal safety

Chapter 10 Support when an incident has happened

Chapter 11 What are complaints?

Chapter 12 Handling complaints

Chapter 13 Whistleblowing

Chapter 14 References

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