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conflict management and resolution
aims and objectives
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To learn and discuss strategies for dealing with conflict, including dealing with aggressive, confrontational patients/clients.
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To have an understanding of why patients/clients get annoyed
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To recognize signs of potential conflict
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To be aware of your own reactions to conflict
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To gain an understanding of practical ways to stay safe
course contents
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Defining Conflict
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Defining Resolution
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Health and Safety Executive (HSE) Guide
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Looking at different personality types
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Why do patients/clients get annoyed?
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Warning signs of potential conflict, what to look out for
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Physical Abuse
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Verbal Abuse
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Communication barriers
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Strategies for dealing with conflict
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Practical tips to stay safe
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Conflict with colleagues and how to manage it
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The Silent Treatment
who should attend?
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Receptionists
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Administrators
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