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BN 506 Person-centred Care 1:Communication SkillsConflict Resolution & Assertiveness(Byxbe, 2012)BN 506: 2011
Session outcomesBN 506: 20111. Specify the characteristics of assertivecommunication2. Define conflict3. Describe factors ...
Conflict ResolutionBN 506: 2011
Defining conflict…BN 506: 2011
Conflict = Tension• Content problem issue + relationship or processissue• Intrapersonal vs. interpersonal conflict• Powerf...
Personal Responses to conflict…BN 506: 2011Graffiti on the Berlin Wall
Personal Responses to ConflictAnger Annoyance AntagonismAnxiousness Bitterness CompetitivenessDefensiveness Devaluation Em...
PersonalStylesAccomodationCompetitionAvoidanceCollaborationConflict ResolutionBN 506: 2011
BREAKBN 506: 2011
Factors Affecting Responses toConflict…• Gender• Culture• Professionalethics androles…BN 506: 2011
Why is conflict functional ?A component of an ever-changinghealth contextWhat do you think?BN 506: 2011
Identifying Dysfunctional Conflict:• When emotion distorts the issue• Feelings that aredenied/projected/misperceived/overs...
Principles of ConflictResolutionX1. Identify the issue2. Know your own responseto conflict3. Separate the problemfrom the ...
BREAKBN 506: 2011
AssertivenessBN 506: 2011
Assertive vs Aggressive• “To stand up for your rightswithout infringing on therights of others and toreduce anxiety.”• Ass...
Type of behaviour Passive Assertive AggressiveMaking decisions Allowing others tomake decisions foryouMaking your owndecis...
Four steps to assertiveness• Setting limits• Refusal, saying no• Persistence, using a broken record technique• Making a re...
Assertive ResponsesBN 506: 2011
Assertive phrases• Address the persons behaviour “ When you..”• Use “I” statements “ I feel….”• Say what you would like “ ...
Summary and conclusionBN 506: 2011
ReferencesAllnurses.com. (2009). Concept analysis: patient advocacy. Retrieved fromhttp://allnurses.com/nursing-articles/c...
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Conflict resolution

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This powerpoint was developed in 2013 to facilitate a lecture on Conflict Resolution for Level 500 students

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Conflict resolution

  1. 1. BN 506 Person-centred Care 1:Communication SkillsConflict Resolution & Assertiveness(Byxbe, 2012)BN 506: 2011
  2. 2. Session outcomesBN 506: 20111. Specify the characteristics of assertivecommunication2. Define conflict3. Describe factors that impact on effective conflictresolution4. Examine strategies to conflict resolution5. Employ foundational communication skills in aconflict situation6. Recognition and strategies for de-escalation ofvolatile situations.
  3. 3. Conflict ResolutionBN 506: 2011
  4. 4. Defining conflict…BN 506: 2011
  5. 5. Conflict = Tension• Content problem issue + relationship or processissue• Intrapersonal vs. interpersonal conflict• Powerful emotional componentBN 506: 2011
  6. 6. Personal Responses to conflict…BN 506: 2011Graffiti on the Berlin Wall
  7. 7. Personal Responses to ConflictAnger Annoyance AntagonismAnxiousness Bitterness CompetitivenessDefensiveness Devaluation EmbarrassmentFrustration Humiliation InferiorityIntimidation Manipulation ResentmentBN 506: 2011
  8. 8. PersonalStylesAccomodationCompetitionAvoidanceCollaborationConflict ResolutionBN 506: 2011
  9. 9. BREAKBN 506: 2011
  10. 10. Factors Affecting Responses toConflict…• Gender• Culture• Professionalethics androles…BN 506: 2011
  11. 11. Why is conflict functional ?A component of an ever-changinghealth contextWhat do you think?BN 506: 2011
  12. 12. Identifying Dysfunctional Conflict:• When emotion distorts the issue• Feelings that aredenied/projected/misperceived/overstatedBN 506: 2011
  13. 13. Principles of ConflictResolutionX1. Identify the issue2. Know your own responseto conflict3. Separate the problemfrom the people4. Stay focused5. Identify all options6. Look for goodprecedentsBN 506: 2011
  14. 14. BREAKBN 506: 2011
  15. 15. AssertivenessBN 506: 2011
  16. 16. Assertive vs Aggressive• “To stand up for your rightswithout infringing on therights of others and toreduce anxiety.”• Assertive statementscontain “I” statements thattake responsibility.• Tend to dominate andsuppress the other personsrights.• Aggressive responses oftenconsist of “you” statementsthat place blame and undueresponsibility.Arnold & Boggs (2007) pg322-323BN 506: 2011
  17. 17. Type of behaviour Passive Assertive AggressiveMaking decisions Allowing others tomake decisions foryouMaking your owndecisionsMaking decisions forothersDealing with feelings Keeping quiet aboutown feelings andthoughtsTactfully conveyingyour own thoughtsAggressivelyconveying thoughts,without tact orconsiderationAchievement of goals Trying to reach goalsindirectly withmanipulation orflatteryReaching goals in adirect, self-respectingmannerReaching goals in anintimidating,overbearing mannerSelf perception Feelings ofanxiousness,disempoweredBelief in yourself andcapabilitiesDomineering,belittling, poorperception of selfOther’s perception Little or no respect Trustworthy Do not trust, or arescared of youBN 506: 2011
  18. 18. Four steps to assertiveness• Setting limits• Refusal, saying no• Persistence, using a broken record technique• Making a requestBN 506: 2011
  19. 19. Assertive ResponsesBN 506: 2011
  20. 20. Assertive phrases• Address the persons behaviour “ When you..”• Use “I” statements “ I feel….”• Say what you would like “ I would like..”• Give time for feedback “Can you do that?”BN 506: 2011
  21. 21. Summary and conclusionBN 506: 2011
  22. 22. ReferencesAllnurses.com. (2009). Concept analysis: patient advocacy. Retrieved fromhttp://allnurses.com/nursing-articles/concept-analysis-patient-389357.htmlArnold, E. C. & Boggs, K. U. (2007). Interpersonal relationships: professionalcommunication skills for nurses (6th ed.). Saunders Elsevier: St Louis.Craven, R. F, & Hirnle, C. J. (2009). Fundamentals of nursing: human healthand function (6th ed.). Lippincott Williams & Wilkins: Philadephia.Negarandeh, R, Oskouie, F, Ahmadi, F.; Nikravesh, M.; & Hallberg, I. R. (2006).Patient advocacy: barriers and facilitators. BMC Nursing, 5(3). Retrievedfrom http://www.biomedcentral.com/content/pdf/1472-6955-5-3.pdfRoger, B. E, Gates, B. & Kenworthy, N. (2003). Interpersonal communication innursing: theory and practice (2nd ed.). London: Churchill Livingstone.Turnbull, J. et al (1990). Turn it around: short tem management of aggressionand anger. Journal of psychosocial nursing, 28, 6-12BN 506: 2011

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