Course Information Aims and Objectives To learn and discuss strategies for dealing with conflict, including dealing with aggressive, confrontational patients/clients. To have an understanding of why patients/clients get annoyed To recognize signs of potential conflict To be aware of your own reactions to conflict To gain an understanding of practical ways to stay safe Course Contents Defining Conflict Defining Resolution Health and Safety Executive (HSE) Guide Looking at different personality types Why do patients/clients get annoyed? Warning signs of potential conflict, what to look out for Physical Abuse Verbal Abuse Communication barriers Strategies for dealing with conflict Practical tips to stay safe Conflict with colleagues and how to manage it The Silent Treatment WHO SHOULD ATTEND? Receptionists Administrators
