Conflict Resolution in a Healthcare Setting
Duration: 45 minutes
This practical course aims to reflect the values and beliefs of professional healthcare workers. It also endeavours to help learners make changes in their own behaviour to enable them to deal effectively and professionally with those who rely on healthcare services.
Objectives
After completing the course, learners will be able to:
Describe the common causes of conflict including clinically challenging behaviour
Identify the different stages of conflict
Reflect on personal experiences of conflict situations to develop strategies to reduce the opportunity for conflict in the future
Understand the impact procedural and environmental factors have on conflict situations and recognise their importance in decision making
Appreciate there are varying methods and actions for differing conflict situations
Recognise warning and danger signs
Use tips to de-escalate conflict and understand the importance of a safe distance
Be knowledgeable about follow-up, including support, documentation and reporting
Topics
Defining conflict
Legislation and regulations
Causes of conflict
Challenging behaviour
Stages of conflict
Conflict interpretation
Forms of communication
Attitude and behavioural cycle
Questioning skills
Five step appeal
Cultural differences
Expressions and gestures
Patterns of behaviour
Warning and danger signs
De-escalation
Fight or flight
Common law
Safe distances
Lone working
Learning lessons