Conflict Resolution

Welcome to the GP Healthcare Alliance’s Conflict Resolution course.

This course is designed for all staff who are dealing with the public, including over the telephone and face-to-face. The aim of this online course is to provide a deeper understanding of how stress can impact upon people, their attitudes and how to help resolve the conflict that could prevail. You might have been asked to take part in this training as you have a patient/customer facing role and should take around an hour to complete, this information can be applied Globally.

Welcome to the GP Healthcare Alliance’s Conflict Resolution course.

Current Status

Price

£15

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Average time to complete: 1 hours
100% online
Downloadable resources included
Free CPD-accredited certificate to evidence professional development

Difficult conversations can quickly become more challenging when someone feels frustrated, stressed or unheard. Knowing how to respond calmly, listen properly and focus on finding a way forward can help prevent misunderstandings from developing into conflict.

This CPD-accredited conflict resolution training course provides practical guidance for anyone who deals with customers, patients or members of the public, whether face-to-face or over the telephone. It explores communication, active listening, empathy, problem-solving and assertiveness, alongside the influence of stress and the importance of maintaining your own personal safety.

Why this course matters

Poorly handled conflict can damage trust, working relationships and the reputation of an organisation
A consistent approach gives staff greater confidence when responding to complaints, frustration or challenging behaviour
Early intervention can reduce the likelihood of situations becoming more confrontational
Clear communication can improve the experience for customers, patients and staff alike
Telephone and public-facing roles can present particular challenges when dealing with upset or distressed people
Staff wellbeing and personal safety need to remain central when managing conflict, particularly for lone workers

What you will learn

What conflict resolution involves and how proactive action can help prevent escalation
How empathy, active listening and appropriate communication can support a resolution
How accountability, assertiveness and problem-solving contribute to handling conflict
How stress can influence behaviour, communication and a person’s response to a situation
How to manage challenging conversations professionally over the telephone
How to consider your personal safety when working alone or dealing with potentially confrontational situations

Who this course is for

This online conflict resolution and de-escalation training course is suitable for people who regularly interact with customers, patients, service users or members of the public, including:

Customer service and contact centre staff
Reception and front-of-house teams
Healthcare, care and community staff
Retail, hospitality and other public-facing employees
Administrative staff who handle telephone enquiries or complaints

The principles can be applied across a wide range of sectors and workplace settings.

Learning outcomes

By the end of this course, you will be able to:

Explain some of the common characteristics and causes of conflict
Recognise how a proactive response may help prevent situations from escalating
Use active listening, empathy and clear communication during challenging interactions
Apply problem-solving and assertiveness when working towards a resolution
Recognise how stress and emotional responses can influence conflict
Identify practical considerations for telephone communication and personal safety

Full course description

Understanding and preventing conflict

Conflict can arise from different expectations, perceptions, opinions and pressures. The course looks at how situations can develop and why taking a proactive approach can sometimes prevent frustration from escalating in the first place. Practical examples demonstrate how seemingly small communication gaps can contribute to a much more difficult customer or patient interaction.

Communication skills for difficult situations

Resolving conflict often depends on how well people feel they have been heard and understood. Learners consider active listening, empathy, accountability, assertiveness and problem-solving, together with ways to communicate calmly without becoming confrontational or dismissive. The importance of matching your tone appropriately to the situation is also explored, particularly when someone is already frustrated or upset.

Stress and emotional responses

Stress can affect the way people process information and respond to problems. This part of the course considers some of the pressures that may influence behaviour and why patience, understanding and a calm approach can be particularly valuable during challenging interactions.

Handling conflict over the telephone

Telephone conversations bring their own challenges because body language and other visual cues are missing. The course looks at tone of voice, honesty, managing expectations, taking useful notes and summarising information back to help customers or patients feel listened to and understood.

Personal safety and lone working

Conflict resolution should never come at the expense of personal safety. Learners are encouraged to consider potential risks when working alone, visiting unfamiliar environments or dealing with anger and aggression. The course includes practical personal-safety considerations and signposts further guidance and support for lone workers.

Assessment and certification

At the end of the course, you will complete an assessment to demonstrate your understanding of the topics covered. You will need to achieve a result of 80% or higher to pass.

On successful completion, you will receive a free CPD-accredited certificate, which can be downloaded or printed as evidence of your professional development.

Professional responsibility and scope

This course supports knowledge and confidence in managing conflict but does not replace workplace procedures or specialist training where there is a foreseeable risk of violence or aggression.

Follow your organisation’s policies for managing conflict, complaints and challenging behaviour
Do not place yourself or others at unnecessary risk when attempting to resolve a situation
Incidents involving threats, aggression or violence should be escalated and reported appropriately
Seek support from a manager or relevant colleague when a situation is beyond your role or authority

Average time to complete

Approximately 1 hour, depending on your prior knowledge and experience. The course is fully self-paced, allowing you to complete it in stages. You can revisit any sections that you’re unsure of.

Course Content

Frequently asked questions (FAQs)

Can I buy this course for someone else?

Yes. To do this, register using their email address and the name they would like to appear on their certificate.

For example, you might know them as Kate, but they may need their certificate issued in their full birth name, Katherine. It’s best to check these details with them first.

Once the purchase is complete, they will receive the automatic course link by email.

Can I complete the course in my own time, and how long do I have to access it?

All of our online courses are self-paced, so you can complete them at a time that suits you. Your progress is saved at the end of each lesson, allowing you to return and continue later.

You will have six months from the date of enrolment to complete the course. After six months, the course will no longer be available.

Some courses, such as Basic Life Support, must be completed annually by clinical staff. A new course will therefore need to be purchased each year to ensure the training reflects the most up-to-date guidance.

Can I access the training material after completing the course?

Yes. The course materials are available to download during your access period, so you can keep a copy for future reference. Your course access will remain active for six months from the date of enrolment, after which the course will no longer be available.

Which payment methods do you accept?

We accept card payments via Stripe. You can pay using a debit or credit card (such as Visa or Mastercard).

When will I get my certificate?

As soon as you have passed the end-of-course assessment and achieved the required pass rate of 80% or more, your certificate will be available to download from the top of the course page.

Do you offer refunds if I no longer need the course?

Refunds may be available if you have not logged into your account.

Once you have logged in, you will have access to the course materials and downloadable content, and a refund will no longer be possible.

What should I do if I can't log into my account?

When registering, please make sure you enter the correct email address, as login issues are often caused by an incorrect email being used. It can help to copy and paste your email address to avoid mistakes.

If you are unable to log in, click ‘Forgotten password’ and follow the instructions to reset your password via the email link sent to you.

If you continue to experience issues, please contact GPHA-training@gphealthcarealliance.co.uk and we will endeavour to respond within two working weeks.

£15