This document discusses conflict management with patients. It begins by outlining where conflicts with patients occur and how people's behaviors change during conflicts. Various strategies for dealing with conflicts are then presented, including understanding different conflict handling styles and using a "LAST" response technique. The document also addresses what could happen if conflicts are not addressed, such as staff leaving or a loss of reputation. It concludes by emphasizing the importance of having policies in place to handle conflicts properly and maintaining a positive attitude.

1. CONFLICT MANAGEMENT IN PRACTICE

2.  Where and why I experience conflict with Patients
 How people change when in conflict
 Working through scenarios and strategies to deal with conflict
 A practical walk through conflict with Patients
 Action planning
 Closing comments
Structure

3.  Group exercise and discussion
 Where do I experience conflict with Patients?
 How does it make me feel?
 How do I deal with it?
 What causes it?
 How do I feel about the Patient who is calling?

4. Comfort Discomfort Pressure Stress Fight or flight
Trigger point /
Trigger situation

5. Conflict
Goals /
Needs
Values /
Priorities
Approach
/ Style

6.  Fight - React in a challenging way.
 Flight – Turning away from the conflict and what’s going on.
 Freeze - Not sure how to react and become very passive.
 What’s happening to your body?

7. MY
NEEDS
Ignored
Met
YOUR
NEEDS
Met
Demand
(I win : You lose)
Co-operate
(I win : You win)
Avoid
(I lose : You lose)
Concede
(I lose : You win)
Compromise
(Some gains and losses)

8. The Controller
The Influencer
The Supporter
The Analyser
The Transformer

9. CONTROLLER
Demand
Withdraw
Persuade
Ignore
INFLUENCER
Persuade
Withdraw
Demand
Ignore
SUPPORTER
Concede
Withdraw
Persuade
Demand
ANALYSER
Withdraw
Persuade
Demand
Concede
TRANSFORMER
Withdraw
Persuade
Demand
Ignore

10.  Deep breath & stay calm
 ‘LAST’ Response (Listen, Apologise, Solve, Thank)
 Adult to adult conversation
 Positive language – We can, I will, thank you, would you like to?
 Talk quietly, sit down & establish eye contact
 Look for opportunity to convince.
 Don’t take it personally
 Document events.

11.  Please discuss………………………………..
 Each one please come up with 2 suggestions as to what happens if you do nothing.

12.  Good staff leave / Duty to care
 Loss of reputation
 Factional infighting – unproductivity
 Those who shout the loudest – and more shouting
 Disengagement and disagreement,
 It may settle down…. It may not!
 It is important enough or conflict would not be the result
 Miss out on a learning opportunity

13.  What to have in place – Policies / Patients protocols.
 Have clear codes of conduct for staff, who are facing patients.
 Explain acceptable behaviour practices.
 Analyse the implementation effect.

14.  Where and why we experience conflict
 How people change when in conflict
 Examined strategies to deal with conflict
 Top Tips might work for you
 Please always carry smiling face with you.
Conclusion