ALL105 - Dealing With Difficult People in Health Care (2.0 HR)

Purpose: Health care professionals will learn how to identify and respond to conflict and disruptive behaviors among coworkers. Research on the negative consequences of conflict on staff morale and patient care are reviewed. Various strategies to deal with negative situations that are a part of every workplace are explained. Objectives: 1. Identify the components of healthy communication variables practiced by health care professionals. 2. Identify the components of unhealthy communication variables practiced by health care professionals. 3. Identify the features of professional conflict. 4.  Explain why people may behave the way they do. 5. Explain the appropriate strategies to effectively defuse and resolve conflict. 6. Describe two techniques and skills needed to manage conflict and disruptive behavior effectively. 7. Describe two techniques and skills needed to manage reactions to disruptive behavior effectively. 8. Differentiate between a naturally occurring conflict and the more serious disruptive behaviors. 9.  Assess your basic communication style and utilize this knowledge to communicate and address different scenarios within the health care work environment.