Introduction to Conflict Resolution
Definition, importance, and benefits of conflict resolution in healthcare.
Types of Conflicts in Healthcare
Interpersonal, values-based, and resource-related conflicts.
Effective Communication Skills
Active listening, non-verbal cues, assertive communication.
Conflict Resolution Strategies
Collaborative problem-solving, mediation, negotiation, win-win outcomes.
Managing Emotions and Stress
Recognising emotions, coping mechanisms, self-care strategies.
Cultural Sensitivity and Diversity
Impact of cultural differences, inclusivity, avoiding biases.
Ethical Considerations
Patient privacy, confidentiality, ethical decision-making.
De-escalation Techniques
Identifying escalation, calming strategies, ensuring safety.
Reporting and Documentation
Recording conflicts and resolutions, confidentiality, reporting systems.
