Module Author – Ashwini Amaratunga; Peer review – Bethany Boulton
- 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