Complaints and Conflict Resolution
Conflict in the workplace can arise for many reasons: miscommunication, personality clashes, misunderstandings, or differing expectations. Left unaddressed, it can lead to stress, poor morale, and reduced quality of care. This training course is designed to help staff recognise the early signs of conflict and complaints, respond appropriately, and work towards practical and respectful resolutions.
Participants will explore common sources of conflict and complaints, including between staff, management, service users and families. The course introduces proven communication and problem-solving techniques, and includes practical scenarios to help reinforce learning. It also focuses on de-escalation skills, active listening, and how to maintain professionalism under pressure.
Whether you’re working in frontline care, a supervisory role or management, this course offers essential tools for promoting a calm, respectful and responsive work environment.
What You Will Learn
- Common causes and types of workplace conflict
- How to recognise early signs of tension or disagreement
- The difference between a complaint, concern and grievance
- Strategies to prevent conflict from escalating
- Key interpersonal skills for conflict resolution
- Building rapport and engaging respectfully with individuals
- Asking effective questions and using active listening techniques
- Demonstrating empathy while maintaining control of the situation
- How to defuse emotional or aggressive behaviour
- Managing difficult conversations confidently
- Understanding different communication styles and triggers
- Steps to resolving complaints and disputes fairly
- Professional reporting and record keeping
- When and how to escalate complaints or involve a third party
- Legal, ethical and organisational responsibilities when managing conflict
Certification
All participants will receive a certificate of achievement upon successful completion of the course.
