CSTF - PSTS/Conflict Management Online Training

Conflict Resolution Online Training Module

1. Introduction to Conflict Resolution:

• Definition of conflict and its impact on individuals and healthcare organizations.
• Importance of conflict resolution skills for healthcare professionals.
• Benefits of effective conflict resolution in improving patient care and team dynamics.

2. Understanding Types of Conflict:

• Identification and explanation of different types of conflicts encountered in healthcare settings (e.g., interpersonal, interdepartmental, patient-provider).
• Common causes and triggers of conflicts in healthcare.

3. Communication Skills for Conflict Resolution:

• Active listening techniques to understand the concerns and perspectives of others.
• Empathetic communication to establish rapport and build trust.
• Assertive communication methods to express needs and concerns effectively.
• Non-verbal communication cues and their impact on conflict resolution.

4. Strategies for Conflict Resolution:

• Collaborative problem-solving techniques to find mutually beneficial solutions.
• Negotiation skills to reach compromises and agreements.
• Mediation and facilitation techniques to assist in resolving conflicts between parties.
• Understanding power dynamics and their influence on conflict resolution.

5. Managing Emotions and Stress:

• Recognizing and managing personal emotions during conflict situations.
• Techniques for self-regulation and maintaining professionalism.
• Coping strategies to manage stress associated with conflict.

6. Cultural Sensitivity and Diversity:

• Importance of cultural sensitivity in conflict resolution.
• Understanding and respecting diverse perspectives and backgrounds.
• Strategies for effective communication and conflict resolution in multicultural healthcare environments.

7. Confidentiality and Ethical Considerations:

• Adhering to confidentiality requirements during conflict resolution.
• Respecting ethical guidelines and professional boundaries.
• Balancing patient rights and organizational obligations in conflict resolution.

8. Conflict Resolution in Team Settings:

• Strategies for addressing conflicts within healthcare teams.
• Promoting teamwork, collaboration, and open communication.
• Developing a culture of respect and constructive feedback.

9. De-escalation Techniques:

• Recognizing signs of escalating conflicts.
• De-escalation strategies to defuse tense situations.
• Ensuring personal and patient safety during conflict resolution.

Learning Outcomes:

1. Understand the importance of maintaining a safe and respectful environment.
2. Develop skills in emotional control and active listening.
3. Recognize the value of involving a neutral third party.
4. Implement ground rules and non-threatening body language.
5. Familiarize with emergency protocols and personal safety measures.
6. Enhance documentation and reporting skills.
7. Promote support and resources for individuals involved in conflicts.

Certificates are included

Course Duration 1 Hour.

This Training module will be available for 6 months to complete from date of purchase.