Effective Conflict Resolution Techniques in High-Pressure Environments
Managing difficult interactions in high-stress settings requires good communication skills and a structured approach. This content provides guidance on handling conflicts with stroppy patients and colleagues, emphasizing the importance of preparation, active listening, and negotiation. Learn practical steps to address complaints, clarify issues, and reach mutually acceptable solutions for better patient care and workplace harmony.
Download Presentation
Please find below an Image/Link to download the presentation.
The content on the website is provided AS IS for your information and personal use only. It may not be sold, licensed, or shared on other websites without obtaining consent from the author.If you encounter any issues during the download, it is possible that the publisher has removed the file from their server.
You are allowed to download the files provided on this website for personal or commercial use, subject to the condition that they are used lawfully. All files are the property of their respective owners.
The content on the website is provided AS IS for your information and personal use only. It may not be sold, licensed, or shared on other websites without obtaining consent from the author.
E N D
Presentation Transcript
High pressure environment Stroppy patients Stroppy colleagues High risk environment Good communication improves safety Improves quality of care MCEM & FCEM OSCEs reflect this
Example of a CEM conflict resolution OSCE:
1. Prepare yourself (calm down, check facts, notes, x-rays, old notes) 2. Introduction & manner (Your name & role, their name & role/reason). Confident, polite but energetic, eye contact, sit down.. 3. Explain what you re there for I understand you are unhappy about...I m here to see if I can sort things out 4. Ask patient to tell you everything Do you mind going through it all again so that I can understand what s happened? 5. Listen, clarify, listen again, summarise so the problems are these:.. Is there anything else?
6. Address each point in turn So, I m going to address each point in turn.. 7. Check if you ve made it clear Have I explained enough? Does that help to clarify..? 8. State your agenda From my point of view the problem is this.. 9. Negotiate a management plan (if possible..) What would suit you best? What would you like us to do now? How about if we.. 10. Any questions, anything else I can help with? Is this satisfactory from your point of view? Is there anything else you wanted to ask?
MPS courses: Managing difficult interactions . Free to MPS members.
