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conflict management and resolution

aims and objectives

  • To learn and discuss strategies for dealing with conflict, including dealing with aggressive, confrontational patients/clients.

  • To have an understanding of why patients/clients get annoyed

  • To recognize signs of potential conflict

  • To be aware of your own reactions to conflict

  • To gain an understanding of practical ways to stay safe

course contents

  • Defining Conflict

  • Defining Resolution

  • Health and Safety Executive (HSE) Guide

  • Looking at different personality types

  • Why do patients/clients get annoyed?

  • Warning signs of potential conflict, what to look out for

  • Physical Abuse

  • Verbal Abuse

  • Communication barriers

  • Strategies for dealing with conflict

  • Practical tips to stay safe

  • Conflict with colleagues and how to manage it

  • The Silent Treatment

 

who should attend?

  • Receptionists

  • Administrators

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