NHS Security Management Service (NHS SMS) Compliance

The Learning Programme for our Conflict Management & Resolution course incorporates the specific learning objectives set out by the NHS Security Management Service (NHS SMS).

Our course development team and our professional conflict management trainers have all attended the NHS SMS ‘Conflict Resolution Familiarisation Seminar’ and are trained to implement the National Syllabus.

Every person working within the framework of the NHS should adopt the National Syllabus and front-line employees must be trained to a suitable standard in Conflict Resolution. There are a number of different approaches to this training, but all must meet the 10 Learning Objectives.

By the end of the course, participants will be able to:

  1. Describe common causes of conflict.
  2. Describe two forms of communication, i.e. verbal and non-verbal.
  3. Give examples of communication breakdown.
  4. Explain three examples of communication models that can assist conflict in conflict resolution.
  5. Describe patterns of behaviour they may encounter during different interactions
  6. Explain the different warning and danger signs.
  7. Give examples of impact factors.
  8. Describe the use of distance when dealing with conflict.
  9. Explain the use of ‘reasonable force’ as it applies to conflict resolution.
  10. Describe different methods for dealing with possible conflict situations.

Learners attending our Conflict Management & Resolution course receive comprehensive course hand-outs which they can refer back to and refresh their knowledge and skills. Each learner also receives an individually numbered Certificate of Attendance from Beyond the Blue.

As well as the learner receiving a confirmation of attendance in the form of a certificate, we also provide the HR / Training Manager with:

  • A copy of each learners’s Certificate of Attendance
  • Training Record Sheet (original signed by each learner and the trainer)
  • Training Feedback Summary (copies of all the individual training feedback forms are available on request)

The ‘Training Feedback Summary’ is an unedited summary of all the comments and scores submitted by learners at the end of the course.

Due to the nature of conflict and Violence in the Workplace, our courses adopt a number of different training methods, including classroom based teaching, interactive discussion, group work, scenario based learning and role play. This approach also allows us to meet the preferred learning styles of all those attending our courses.

We understand that all working environments (even from one NHS trust to another) are unique and we reflect this in our training programmes. We do not simply roll out a generic training programme but carry out a Training Needs Analysis to allow us to better reflect the individual working environments and the nature of individual learner’s work.

The NHS was one of the first and most proactive organisations to realise the benefit of Conflict Resolution training and the importance of an organisation wide cohesive approach to dealing with conflict and violence. While this initiative is to be applauded it can only be effective if the training given meets or exceeds the requirements of the National Syllabus.

Our approach to training is not only to meet statutory requirements but to provide learning which will be effective away from the classroom environment. The NHS SMS recommends a minimum ‘guided learning time of 5 hours’ for Conflict Resolution courses; our courses run over a full day and exceed this requirement with an average of 6 guided learning hours.

The NHS SMS also recommends group sizes of: 6 min. / 24 max. We prefer to teach in smaller group sizes not exceeding 12 -15, however we can work in larger groups. In these cases we will always provide more than one trainer in order to allow us to break down the group into a manageable size for scenario and role play based sections of the training. Because of the nature of our fee structure this does not add to the cost of the course.

For more details please visit our Conflict Management & Resolution Course FAQ’s page.