CSTF Wales - Violence and Aggression Online Training

This online CSTF course covers understanding and resolving conflicts, effective communication, resolution strategies, managing emotions, promoting cultural sensitivity, upholding ethical considerations, de-escalation techniques, and emphasizing reporting for improved patient care and staff well-being.

Conflict Resolution in Healthcare Training Module

1. Introduction to Conflict Resolution:

• Definition and understanding of conflict
• Importance of resolving conflicts in healthcare settings
• Benefits of effective conflict resolution

2. Types of Conflicts in Healthcare:

• Interpersonal conflicts between colleagues or patients
• Conflict arising from differing viewpoints or values
• Conflict related to resource allocation or workload distribution

3. Effective Communication Skills:

• Active listening techniques
• Non-verbal communication cues
• Assertive communication strategies

4. Conflict Resolution Strategies:

• Collaborative problem-solving techniques
• Mediation and negotiation skills
• Identifying win-win solutions

5. Managing Emotions and Stress:

• Recognizing and managing personal emotions during conflicts
• Coping mechanisms to reduce stress levels
• Self-care strategies for healthcare workers

6. Cultural Sensitivity and Diversity:

• Understanding the impact of cultural differences on conflicts
• Respecting diversity and promoting inclusivity
• Avoiding cultural biases during conflict resolution

7. Ethical Considerations:

• Upholding ethical principles in conflict resolution
• Balancing patient privacy and confidentiality
• Ethical decision-making during conflicts

8. De-escalation Techniques:

• Recognizing signs of escalating conflicts
• Strategies to defuse tense situations
• Promoting a calm and safe environment

9. Reporting and Documentation:

• Importance of documenting conflicts and resolutions
• Confidentiality and data protection considerations
• Reporting systems within the healthcare setting

Learning Outcomes:

1. Understand the nature and importance of conflict resolution in healthcare settings.
2. Identify different types of conflicts that can arise in healthcare and their potential impact on patient care and staff well-being.
3. Develop effective communication skills, including active listening, non-verbal cues, and assertive communication, to facilitate conflict resolution.
4. Apply various conflict resolution strategies, such as collaborative problem-solving, mediation, and negotiation, to resolve conflicts in a healthcare context.
5. Manage personal emotions and stress during conflicts, and employ appropriate coping mechanisms and self-care strategies.
6. Recognize the influence of cultural sensitivity and diversity on conflicts, and demonstrate respect for diverse viewpoints and values.
7. Uphold ethical principles and make ethically informed decisions during conflict resolution processes.
8. Implement de-escalation techniques to defuse tense situations and promote a calm and safe environment.
9. Understand the importance of reporting and documenting conflicts and resolutions, while maintaining confidentiality and data protection.