Communication and Conflict Management Skills

Hours: 0.75
# Course Code: REL-IDD-0-CCMS

Communication impacts almost every aspect of our lives. However, we often don't stop to think about whether we are communicating well.

Direct support professionals, or DSPs, interact with a wide range of people. In this course, you will learn important skills that will help you communicate with everyone around you. You can use these skills to improve understanding between you and the people you communicate with. You will also learn how to respond effectively to conflict.

The goal of this course is to teach DSPs in IDD service settings about basic communication strategies.

Course Description

Communication impacts almost every aspect of our lives. However, we often don't stop to think about whether we are communicating well.

Direct support professionals, or DSPs, interact with a wide range of people. In this course, you will learn important skills that will help you communicate with everyone around you. You can use these skills to improve understanding between you and the people you communicate with. You will also learn how to respond effectively to conflict.

The goal of this course is to teach DSPs in IDD service settings about basic communication strategies.

Certificates

Certificates provided by accrediting body (1 Match)

National Alliance for Direct Support Professionals

0.75 HOURS

This activity is approved for 0.75 contact hours.

Course Details

Course Code: REL-IDD-0-CCMS

Hours: 0.75

Type: Online Course

Content Expiration Date: 12/31/2028

Learning Objectives:
Describe the communication cycle and its importance.
Identify up to seven ways to build rapport and increase understanding.
Identify up to nine communication roadblocks and strategies to avoid them.
Identify strategies to communicate effectively in a conflict.

Outline:
Section 1: Introduction

About This Course

Learning Objectives

Section 2: The Communication Cycle

Meet Tom and Samantha

What Went Wrong?

The Communication Cycle

Samantha’s Report

A Message Is More Than Words

What Should Tom Do?

Closing the Loop

Tom Talks with Samantha

Communication and DSPs

Review

Summary

Section 3: Building Positive Rapport

Build Rapport

Know Your Audience

Choose Your Method

Speak Respectfully

Listen to Understand

Monitor Body Language

Respect Cultural Differences

Communicating with People with IDD

Review

Summary

Section 4: Communicating in a Conflict

A Staff Meeting Gone Wrong

Communication Roadblocks

Roadblock: Forgetting Context

Roadblock: Making Demands

Causes of Conflict

Outcomes from Conflict

Coping with Conflict

Managing Emotions

Validate Feelings

Roadblock: The Four Horsemen

Other Roadblocks

Resolving Conflicts

Review

Summary

Section 5: Conclusion

Course Summary

Course Contributor

References

Subject Matter Expert: Katy Kunst, MBA, QIDP

Katy Kunst received her Bachelor of Arts in Psychology from the University of North Carolina at Chapel Hill, and her Master of Business Administration from Elon University. She has 15 years of experience serving people with intellectual and developmental disabilities and their supporters, including roles as direct support professional, program director, and training facilitator. She has created and facilitated training on topics including non-violent crisis interventions, person-centered planning, cultural competence, quality service delivery, regulatory compliance, and a variety of topics related to IDD services. Disclosure: Katy Kunst, MBA, QIDP has no Relevant Financial or Non-Financial Relationship with ineligible companies to disclose.

Target Audience:
The target audience for this course is: Direct Support Professionals; in the following settings: Intellectual Developmental Disabilities.

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

Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form (https://www.relias.com/help) or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.

Accommodations
If you require special accommodations to complete this module, please contact Relias Customer Support here.

Communication and Conflict Management Skills

$ 30.0 $30.00 $30.00

National Alliance for Direct Support Professionals

$ 30.0 $30.00

$30.00