Conflict De-escalation Training

To support your staff to manage conflict more easily To learn strategies to deal with stressful situations To improve the wellbeing of your staff so everyone has a system to follow when a challenging patient presents To keep yourself, your staff and your patients safe To show your team that you care about their wellbeing, especially in stressful situations To teach the staff how to ‘win over’ a challenging patient with proven strategies that work.

Learning outcomes

Session 1: How to de-escalate yourself so you can communicate calmly Defining and understanding what conflict and escalation are Strategies for self-de-escalation How this relates to the law Session 2: How to de-escalate your patients The relationship between communication and conflict Strategies for phone and face to face de-escalation Tips and models of de-escalation Session 3: What to do after an escalating incident The mental and physical impacts of conflict Why and how to report conflict incidents based on your systems Deep dive into how to practically apply techniques to manage conflict

Speaker