Finding Common Ground: Conflict Management in Healthcare

Explores communication strategies and techniques designed to find common ground and work through conflicts in healthcare settings with elder patients and their families.

Certified for RNs, LVNs, SWs, CCMs, ACMs, and LPCs in Texas
Certified for RNs, CCMs, and ACMs in all states
Content Level: Beginner

About the author:
Robyn Horn has her Master’s degree in Long-Term Care Administration from the University of North Texas as well as an undergraduate degree in Psychology from Southwestern University in Georgetown, Texas. She served as a licensed nursing home administrator for 13 years which included two years at an Alzheimer’s assisted living facility. Robyn has facilitated several caregiver support groups in both facility and community settings. She is also Author of the book, “Transforming the Mundane into Sacred: Spirituality in Caregiving for the Elderly.”

Objectives:

• Describe the importance and benefits of conflict in personal encounters.
• Identify reasons why conflict is prevalent in healthcare settings
• Apply various communication approaches to assist with conflict resolution.
• Summarize practical communication techniques that result in collaboration amongst healthcare professionals.

Course Outline:
1) Learning outcomes and introduction
2) Analyze the prevalence of conflict in the healthcare setting
3) Explore the 5 different styles of conflict management along with the Triangle and Aikido approaches. Identify various situations where each style is relevant.
4) Review specific tips for conflict resolution in the healthcare setting
5) Conclusion

This course is in a written format, and your certificate will be available for download immediately after successful completion of the post-test and evaluation. A score of 80% or greater is required to pass, and you may re-take the post-test if needed.

Nurses – HIS Cornerstone is approved as a provider of nursing continuing professional development by Louisiana State Nurses Association, an accredited approver by the American Nurses Credentialing Center’s Commission on Accreditation. LSNA Provider No. 4002094.
Social Workers and LPCs: Meets the Texas Behavioral Health Executive Council’s CE criteria for 1.0 contact hour.
ACMA and CCMC Case Managers: This program fits the description of an ACMA approved CE because it has been awarded contact hour(s) by H.I.S. Cornerstone, a provider of nursing continuing professional development by Louisiana State Nurses Association. As of July 1, 2020 CCMC recognizes ACMA’s continuing education offerings to meet the requirements of the Certified Case Manager (CCM) credential. This is NOT a CCMC-approved ethics CE.

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