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.

This course provides some examples of what can occur in a stressful situation, how to demonstrate that you are listening, understand the situation and can help to enable a resolve for them, whilst remaining aware of your own safety needs and those of others.

Course overview:

• What is conflict resolution?
  
  

You will learn the characteristics of conflict and gain an understanding of why positivity is so important through conflict resolution. How proactive versus reactive approaches look in reality.

• What skills do we need?
  
  

You will explore some of the many valuable skills that you may require for conflict resolution to occur, along with accountability and being assertive.

• Stress factors and how stress affects conflict resolution.
  
  

You will learn about some of the many stress factors that we have in our lives along with statistics for mental health and how our hormones can become affected.

• Telephone Etiquette.
  
  

You will understand how important telephone etiquette is and what a major impact it can have on our patients and/or customers alike, through the simplest of methods, also through honesty, transparency and reflection!

• Working alone awareness and safety.
  
  

You will explore how to keep yourself safe by following the tips provided and also regard the information set out through The Suzy Lamplugh Trust. There are websites and helplines that you may also wish to explore.

• End of course Assessment.
  
  

This is where you will be able to show off all the information that you have learnt, there is quite a lot, so making notes would benefit you for a quick recap! You will need a pass rate of 80% or more to pass and obtain your certificate, which will be available to download after you pass. 

Please be aware that all content within this course is copyright protected

©2026 GP Healthcare Alliance.  

Please scroll down each screen and click ‘continue’ where indicated, also be aware of the arrows or the relevant numbers on the bottom of the screen to click on as needed.

Where possible we have provided audio support to utilise if preferred but please be aware that there are many screen shot examples for you to peruse also. You will have a PDF to download at the end of each Lesson, so that you can refer back to what you have learnt after your training has been completed.

When you are ready to begin, click the “Start Course” button.