Conflict Resolution in a Healthcare Setting

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