Navigating Conflict: Working with Difficult Individuals

Course Code: REL-ALL-0-NCWDIND

Hours: 0.25

Type: Online Course

Content Expiration Date: 12/31/2029

Learning Objectives:
Identify at least three actions to help manage tough situations that may cause problems with communication or teamwork.

Outline:

Section 1: Introduction

About This Course

Learning Objectives

Section 2: Difficult People and Situations

Personality Differences

Communication Differences

Review

Challenging Discussions

Clarify Perceptions

Steve and Oscar

Speak With Respect

Disagreeing Respectfully

What to Do If You're Interrupted

Signs of Escalation

Tanya and William

Review

Key Takeaways

Section 3: Conclusion

Course Summary

Course Contributors

References

Subject Matter Expert: Jennifer W. Burks, M.S.N., R.N.

Jennifer has more than 30 years of clinical and teaching experience, with areas of clinical expertise in critical care, emergency care, and home health. She received specialized training in OASIS and telehealth, which has strengthened her knowledge of home health assessment and virtual care delivery.

Jennifer brings a learner-centered approach to her work at Relias, guided by a philosophy inspired by Florence Nightingale’s Notes on Nursing: “I do not pretend to teach her how, I ask her to teach herself, and for this purpose, I venture to give her some hints.” She is dedicated to empowering healthcare professionals to expand their knowledge and improve patient outcomes.

Writer: Chris Martin, BS, BA

Chris is a writer and editor at Relias. He holds a national safety and health credential from OSHA's Directorate of Training and Education.

Target Audience:
The target audience for this course is: All Staff; in the following settings: All Healthcare Facilities.

Relias Learning will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.

Relias Learning has a grievance policy in place to facilitate reports of dissatisfaction. Relias Learning will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias Learning at support@reliaslearning.com.

Course Delivery Method and Format
Asynchronous Distance Learning with interactivity which includes quizzes with questions/answers, and posttests.