NHS Trust: Conflict Resolution

Putting employees at the heart of conflict situations to develop coping skills and strategies

Background

Kineo worked with our friends over at the NHS Trust to develop a rich, engaging e-learning course around conflict resolution. This short case study illustrates the business need and the approach Kineo developed to create an exciting and effective solution for their employees.

Based in South London, this NHS trust are recognised nationally as being experts in the provision of community health, mental health and learning disability services.

Working in a busy and often high pressure environment employees are subject to conflicts of interest in office related situations such as allocation of resources. They were keen to provide a supported environment in which employees could learn about such situations and develop skills to recognise and manage them effectively. E-learning was identified as an appropriate medium for delivering this training flexibly and cost effectively to a time pressured work force.

Solution

Working with stakeholders and subject matter experts at the NHS trust, Kineo’s design team developed a solution which focuses on the use of realistic scenarios to present and address conflict situations. The learner is initially presented with a situation which they follow through to conclusion before going back to explore at which points different decisions could have positively affected the end result.

A number of interactive features were employed to create a highly engaging  leaning environment which promotes effective learning and transfer to the workplace:

• Being able to ‘peel back’ scenes to see what people are really thinking behind what they are saying
• Placing sequences of events in the right order to create positive results
• Identifying conflict trigger points in situations and experiencing the resultant outcomes
• Recognising behavioural traits and their impact
• Using knowledge checking questions to determine that learners have understood the key points
• Conflict resolution toolkit and bite sized resources, which give quick access to situations and coping strategies

 The final module was delivered successfully to the client's Moodle LMS, which Kineo are currently updating to Totara to provide focused learning plans to all Oxleas employees.

Results

The result? Our end of project review the Learning and Development Manager and the team fed back that they were really pleased with both the e-learning course and their great working relationship with Kineo. The course has been well received throughout the organisation and among other things achieved a 30 to 80% jump in take up of this training as compared to the equivalent face to face compliance training. Here’s some more of the great feedback we’ve had:

• Great end product!
• Has freed up time for staff involved with training to work on other things, including looking at new training areas
• Has enabled an increased take up of compliance training (30 – 80% jump), which would not have been possible with face to face training
• Really like the look and feel of the e-learning module and could see this being re-used on-going