Conflict resolution

Module Author – Ashwini Amaratunga; Peer review – Bethany Boulton

 Learning Objectives

  • Analyse and discuss main reasons for conflict in the ED –resources, psychological needs and values.
  • Describe the repercussions of conflict for both staff and patients.
  • Analyse your own current approach to conflict using the Thomas and Kilmann matrix (assertiveness vs cooperativeness) applied to a theoretical situation.
  • Demonstrate use of Marco and Smith’s model for conflict resolution in the ED, using the cases provided (1-3)

Conflict is often the result of mis-communication and is fuelled by ineffective communication – Louise. B. Andrews MD

Module contents

Conflict Resolution – The Synopsis

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