Summary

Synopsis

Are you responsible for providing care to elderly or sick people, do you manage a team of highly talented professionals, or is problem solving and conflict resolution one of your many daily tasks? Have you ever wanted to know more about managing defensive and angry client reactions before they occur? Understanding the factors that can trigger conflict situations and practicing active strategies for handling disagreement is essential to improving the services you and your team provide, and thus your on-the-job productivity. Conflict resolution also enhances job satisfaction and safety at work.

Objectives

• Distinguish the positive and negative impact of conflict
• List different factors that contribute to conflict
• Describe the three most common reactions of people confronted with conflict
• Identify appropriate responses to an angry person
• Apply appropriate strategies to resolving conflict
• Practice effective communication
• Name at least three conflict resolution strategies

Outline

• Acknowledgement
• Introduction
• Overview
• Objectives
• Conflict
• Why Conflict?
• Positive and Negative Impact of Conflict
• Take the Cases of ...
• Factors Contributing to Conflict
• Results of Conflict
• Anger Arousal Cycle
• Anger Arousal
• Intervention with the Angry
• Checkpoint I
• How People Respond to Conflict
• Avoidance and One Hero
• Confronting and Dealing with the Emotions
• Confronting and Dealing with the Issues
• Conflict Resolution Approaches
• The Collaborative Approach
• How Do You Handle Conflict?
• A Conflict Questionnaire
• Are You an Active Listener?
• Communication Game
• Assertive Communication
• Prerequisites
• Managing Challenging Behavior in Conflict
• Checkpoint II
• Conflict Resolution
• Conflict Resolution Ferris Wheel
• Positional Bargaining
• It’s Your Turn
• Collaborative Problem Solving Practice
• Final Checkpoint