Conflict Management

Learning Outcomes

• Causes of Conflict

• Communication methods and models

• How to manage patient expectations when resources are limited

• Increase confidence and skills to handling patient queries

• Practical skills around how to deliver a difficult message

• Build positive relationships and handle more challenging situations, with angry or simply frustrated and upset patients

• Overcoming barriers, building rapport and trust

• Communicate clearly and effectively. Understand how communication works - Active listening & body language

• Learn basic resilience and self-care techniques

• Effectively engaging with those with additional communication challenge