Conflict resolution

Module Author – Ashwini Amaratunga; Peer review – Bethany Boulton

Updated March 2023

 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

• Facilitator material
  • Conflict Resolution – Facilitator Guide
  • Conflict Resolution – Learner Guide
• Learner material
  • Conflict Resolution – Pre-reading for Participants
  • Conflict Resolution – Best Online Resources
  • Conflict resolution – Best online resources – e-learning version

WRAP EM blogposts on this topic

• • Incivility Hurts – incivility, kindness, patient care and your teams performance https://wrapem.org/2019/08/20/incivility-hurts/
  • Rudeness, civility and patient care – The Podcast https://wrapem.org/2020/06/03/podcast-incivility-and-its-impact-on-our-ability-to-provide-good-patient-care/
  • Conflict in the ED – A Trainee perspective https://wrapem.org/2018/03/19/managing-conflict-in-the-ed-a-trainee-perspective/