When it comes to healthcare, all employees are faced with the unique challenge of not only dealing with those in various physical crises or challenges, but the consistent and predictable emotional reactions of those closely involved. Whether it is the patient, families and friends of the patient or fellow team members, healthcare professionals are always dealing with emotionally distraught people. How we deal with patients and their families also effects how we deal with our co-workers. We will look at both types of interactions; with our clients, and with fellow employees.

This 2-day workshop offers healthcare professionals specific tools and concepts applicable to your unique work environment. Whether you are in patient care, hospital administration and operations, a doctor, nurse, reception, or medical assistant, all staff reflect the stress and nature of this business. This workshop applies universal conflict resolution techniques and skills for healthcare professionals.


Topics covered include:


Conflict as Opportunity

Conflict is a natural occurrence. We all experience it and we always will be faced with it. The more comfortable we can become with conflict, the better we can optimize the outcome. We will look at how we and others view conflict, and the how that affects how we deal with it. Are there other ways to approach conflict? By examining conflict, we are better able to both understand why people act certain ways in conflict, and most importantly, how we can make productive use of conflict.

Dealing with Emotional People

How do we handle emotional people? How can we respond when others appear irrational and emotional? How do we react when our “buttons” are pushed. We will examine emotional reactions to conflict, and apply tools to best deal with this reaction so that we can resolve conflicts constructively.

Insist/Resist Modalities

Are there “typical” reactions to words aggression? Resistance? Conflict in general? What are the effects of this resistance? What causes this resistance? We will examine basic concepts in conflict resolution theory that enable us to better understand how we can minimize resistance that occurs within dyadic interactions.

Empathetic Listening: Skills to maximize an efficient workday

The heart of conflict resolution is the verbal skills required to de-escalate conflict, and shift discussions to problem solving. We will learn and practice the following skills: Reframing: the art of identifying issues without blame, attacks, or “buttons.” We will examine the multitude of ways to identify what is being said without the judgmental and volatile language that so often exists within conflicts. Some purposes for reframing:

  • Neutralizing or softening language
  • Identifying underlying issues
  • Eliminating judgment or negativity
  • Clarifying or uncovering meaning
  • Dissolving personal attacks
  • Focusing on issues rather than personalities

Summarizing: Often the simplest and most powerful of skills, yet often overlooked. We will explore the power of summarizing.

Reflecting: acknowledging feelings of others. Emotions are often uncomfortable and as a result we tend to notice them, yet ignore acknowledging them. We will discuss why it is important to reflect and what happens when we don’t.

Validation: Another powerful tool, often overlooked. Validation is not agreeing with others, but rather an effective tool in acknowledging and expressing understand. When we feel understood, we give up arguing or trying to prove our point. We do not have to “give in” to acknowledge. Rather, validating enables the discussion to progress to a deeper level of problem solving.

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