Conflict Prevention and Resolution: The Psychology of Communication and Difficult Conversations
Course #9671L -
- Participation Instructions
- Review the course material online or in print.
- Complete the course evaluation.
- Review your Transcript to view and print your Certificate of Completion. Your date of completion will be the date (Pacific Time) the course was electronically submitted for credit, with no exceptions. Partial credit is not available.
This live event takes place Sunday, December 13, 4:30 pm-5:30 pm EST (1:30 pm-2:30 pm PST).
Healthcare professionals typically work in interprofessional teams where efficient and effective communication is paramount for success. The abilities to prevent and resolve conflicts are vital to effective functioning of healthcare teams, yet these skills are rarely taught in formal training. This course includes coverage of the psychology of effective communication, factors that create misunderstanding and conflict, and published models for approaching difficult conversations necessary to resolve conflicts.
This live webinar is designed for for all healthcare professionals who encounter interpersonal conflict and the need to have difficult conversations.
The purpose of this course is to improve healthcare professionals' knowledge of effective communication and factors contributing to interpersonal conflict, and develop skills for preventing misunderstandings and applying structured, evidence-based approaches to difficult conversations and conflict resolution within healthcare teams.
Upon completion of this course, you should be able to:
- Explain the tenants of nonviolent communication.
- Describe three factors that contribute to interpersonal misunderstanding and conflict.
- Apply a chosen model for structuring a difficult conversation.
Michael Wiederman, PhD, was a college professor for 20 years before transitioning to providing professional development more than a decade ago. After serving as director of professional development at two medical schools, he now offers professional development programs, workshops, and coaching nationally. He also blogs for Psychology Today about how to apply psychology for work success.
Contributing faculty, Michael Wiederman, PhD, has disclosed no relevant financial relationship with any product manufacturer or service provider mentioned.
Kimberly Byrd, EdD, PMSW
Scott Deatherage, PhD
The division planners have disclosed no relevant financial relationship with any product manufacturer or service provider mentioned.
Sarah Campbell
The Director of Development and Academic Affairs has disclosed no relevant financial relationship with any product manufacturer or service provider mentioned.
The purpose of NetCE is to provide challenging curricula to assist healthcare professionals to raise their levels of expertise while fulfilling their continuing education requirements, thereby improving the quality of healthcare.
Our contributing faculty members have taken care to ensure that the information and recommendations are accurate and compatible with the standards generally accepted at the time of publication. The publisher disclaims any liability, loss or damage incurred as a consequence, directly or indirectly, of the use and application of any of the contents. Participants are cautioned about the potential risk of using limited knowledge when integrating new techniques into practice.
It is the policy of NetCE not to accept commercial support. Furthermore, commercial interests are prohibited from distributing or providing access to this activity to learners.
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The role of implicit biases on healthcare outcomes has become a concern, as there is some evidence that implicit biases contribute to health disparities, professionals' attitudes toward and interactions with patients, quality of care, diagnoses, and treatment decisions. This may produce differences in help-seeking, diagnoses, and ultimately treatments and interventions. Implicit biases may also unwittingly produce professional behaviors, attitudes, and interactions that reduce patients' trust and comfort with their provider, leading to earlier termination of visits and/or reduced adherence and follow-up. Disadvantaged groups are marginalized in the healthcare system and vulnerable on multiple levels; health professionals' implicit biases can further exacerbate these existing disadvantages.
Interventions or strategies designed to reduce implicit bias may be categorized as change-based or control-based. Change-based interventions focus on reducing or changing cognitive associations underlying implicit biases. These interventions might include challenging stereotypes. Conversely, control-based interventions involve reducing the effects of the implicit bias on the individual's behaviors. These strategies include increasing awareness of biased thoughts and responses. The two types of interventions are not mutually exclusive and may be used synergistically.