Upset Patients, Angry Families, and Surly Colleagues:
Transforming Negative Clinical Interactions into Productive Solutions

As the environment of care evolves, increasing demands for resources and decreased time for communication lead to difficult and sometimes hostile interactions with patients, their family members, and colleagues. This can contribute to adverse outcomes for patients and a difficult work environment. This interactive course will provide an opportunity to practice techniques used by mediators to prevent and resolve conflict situations in real time with actual clinical scenarios. Participants will learn how their conflict style impacts interactions and tips for transforming conflicts into collaborative conversations

Applications include managing difficult meetings, patient safety implementations, team disputes, speaking with patients about harm during treatment, managing staff, call schedules, negotiations between departments and across organizations, visitation, end-of-life decisions, and other difficult family dynamics.

VIEW SAMPLE 1 TRAINING AGENDA
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Health Care ADR: The Inside Scoop for Mediators

This interactive course is for experienced mediators interested in applying mediation and conflict management techniques in health care systems. The course will provide:

• an overview of types of conflicts in health care amenable to mediation
  
• factors that drive conflict in health care
• strategies for accessing health care organizations to provide dispute resolution and training
• tips for modifying traditional mediation processes to fit the unique culture of health care.

VIEW SAMPLE 2 TRAINING AGENDA
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