CSTF - PSTS/Conflict Management online training module

PSTS / Conflict Management Online Training

Develop the skills and confidence needed to manage conflict professionally and safely within healthcare and care environments.

This CSTF - PSTS / Conflict Management online training course is designed for healthcare professionals, care staff, and support workers across the UK who may encounter challenging situations, aggressive behaviour, or workplace conflict during their roles.

The course supports safer working environments by helping learners understand conflict, improve communication skills, apply de-escalation techniques, and respond appropriately to challenging situations while maintaining professionalism and patient safety.

Online Conflict Management Training for Healthcare Staff

This online CSTF PSTS / Conflict Management course provides healthcare workers with the essential knowledge needed to recognise conflict situations, communicate effectively, manage emotions, and apply practical strategies to resolve or de-escalate challenging interactions safely.

The training focuses on communication techniques, conflict resolution methods, cultural awareness, teamwork, emotional regulation, personal safety, and maintaining respectful healthcare environments.

Who Should Complete This Course?

This course is suitable for:

• Nurses
• Healthcare Assistants
• Support Workers
• Senior Carers
• Care Home Staff
• Clinical Support Workers
• Allied Healthcare Professionals
• Mental Health Staff
• Agency Healthcare Workers
• Reception and Administrative Staff
• Security and Facilities Staff
• Any healthcare worker requiring CSTF aligned conflict management training

Course Duration

• Approximately 1 hour online learning
• Self-paced training
• Accessible on desktop, tablet, and mobile
• 1 CPD point awarded
• Certificate issued on successful completion
• 6 months access from the date of purchase

Course Aim

The aim of this course is to provide healthcare workers with the knowledge and understanding required to recognise, manage, and resolve conflict safely and professionally within healthcare settings while promoting communication, teamwork, and patient safety.

What You Will Learn

By the end of the course learners will be able to:

• Understand the causes and impact of conflict in healthcare settings
• Recognise different types of workplace conflict
• Apply effective communication skills during difficult situations
• Use active listening and empathetic communication techniques
• Apply assertive communication appropriately
• Understand the role of body language in conflict resolution
• Use collaborative problem-solving and negotiation techniques
• Apply de-escalation strategies to reduce tension safely
• Recognise personal emotional responses and manage stress effectively
• Promote teamwork and respectful workplace relationships
• Understand confidentiality and ethical responsibilities during conflict resolution
• Support personal safety and the safety of others during challenging situations
• Accurately document and report conflict incidents

Course Modules
Module 1: Introduction to Conflict Resolution

Understand the nature of conflict and its impact within healthcare environments.

Topics include:

• Definition of conflict
• Impact of conflict on healthcare services
• Importance of conflict resolution skills
• Benefits of positive conflict management
• Professional responsibilities

Module 2: Understanding Types of Conflict

Learn about common types and causes of conflict in healthcare settings.

Topics include:

• Interpersonal conflict
• Interdepartmental conflict
• Patient and staff conflict
• Causes and triggers of conflict
• Workplace stress factors

Module 3: Communication Skills for Conflict Resolution

Develop effective communication skills to support positive conflict resolution.

Topics include:

• Active listening techniques
• Empathetic communication
• Assertive communication
• Verbal and non-verbal communication
• Body language awareness

Module 4: Strategies for Conflict Resolution

Explore practical approaches to resolving workplace conflict professionally.

Topics include:

• Collaborative problem-solving
• Negotiation techniques
• Mediation and facilitation
• Managing power dynamics
• Finding mutually beneficial solutions

Module 5: Managing Emotions and Stress

Learn how to maintain professionalism and emotional control during difficult situations.

Topics include:

• Emotional self-awareness
• Stress management strategies
• Self-regulation techniques
• Maintaining professional behaviour
• Coping strategies during conflict

Module 6: Cultural Sensitivity and Diversity

Understand the importance of diversity awareness within conflict resolution.

Topics include:

• Respecting different perspectives
• Cultural awareness in healthcare
• Inclusive communication
• Addressing misunderstandings respectfully
• Working within multicultural environments

Module 7: De-escalation and Personal Safety

Develop practical skills for managing escalating situations safely.

Topics include:

• Recognising signs of escalation
• De-escalation techniques
• Maintaining a safe environment
• Non-threatening body language
• Personal safety measures
• Emergency procedures and escalation pathways

Module 8: Teamwork, Reporting, and Support

Understand the importance of teamwork, documentation, and support systems following conflict situations.

Topics include:

• Team communication and collaboration
• Reporting incidents and concerns
• Accurate documentation
• Accessing support services
• Learning from incidents
• Creating respectful workplace cultures

Assessment and Certification

Learners will complete an end of course assessment to test their understanding of conflict management principles, communication skills, and de-escalation techniques.

Upon successful completion, learners will receive a CSTF - PSTS / Conflict Management certificate.

CPD Information

• 1 CPD point awarded
• Supports Nursing and Midwifery Council (NMC) continuing professional development requirements

Nursing and Midwifery Council (NMC) CPD Requirements

It is necessary to complete 35 hours of relevant CPD within the three-year period since your last registration renewal or since joining the register.

Of these 35 hours, a minimum of 20 hours should be dedicated to participatory learning, involving activities that facilitate interaction with other professionals.

Why Choose This Course?

• CSTF aligned online training
• Designed specifically for healthcare and care staff
• Flexible self-paced learning
• Supports safer workplace environments
• Improves communication and de-escalation skills
• Helps reduce workplace conflict risks
• Instant certification on completion

Additional Information

If you need more information about this course, please contact Train Healthcare directly:

Telephone: 0208 3266 704
Email: contact@trainhealthcare.com

Please note that refunds are not available for online training purchases.

Enrol Online Today

Improve your conflict management skills, strengthen workplace communication, and support safer healthcare environments with CSTF - PSTS / Conflict Management online training today.