Basic Communication and Conflict Management Skills

Basic Communication and Conflict Management Skills 

Communication with other people has an impact on almost every aspect of our lives, but we don't often stop to think about whether we are communicating in the most effective way. Moreover, poor communication skills can create bad feelings and prevent career advancement. Communication is an especially important skill for support staff, which is often called upon to interact with a wide range of people on a daily basis. This course takes a behind-the-scenes look at how communication works and identifies the key ingredients of effective communication. It builds on this foundation and introduces guidelines on how to communicate better with coworkers, community members, supervisors, and the people we support, and discusses assistive and alternative means of communication. The final section of the course provides instruction on how to manage conflict situations at work. The course will use scenarios, critical thinking, and matching exercises to review information and help you to use new ideas in context. This course is intended for support staff in the disabilities field.

$30.00

Hours: 1.75
REL-IDD-0-BCCMS

Certificates

Certificates provided by accrediting body (6 Match)

Non-Licensed Direct Care (DSP, HHA, CNA, DCW, PCA, IHA, NA)

1.75 HOURS


National Alliance for Direct Support Professionals

1.75 HOURS


This activity is approved for 1.75 contact hours.

California Department of Social Services Adult Residential Facilities

1.75 HOURS


Relias, LLC is approved by the California Department of Social Services as a Continuing Education Program Vendor to provide Continuing Education training courses to administrators of Adult Residential Facilities.

Vendor/Provider # : 2000224-735-2
Approval # 224-0140-29101

This activity is approved by the California Department of Social Services for 1.75 contact hours.

California Department of Social Services Short-Term Residential Therapeutic Program

1.0 HOURS


Relias, LLC is approved by the California Department of Social Services as a Continuing Education Program Vendor to provide Short-Term Residential Therapeutic Program Continuing Education training courses.

Vendor/Provider # : 2000224-733-2
Approval # 224-0143-29526

This activity is approved by the California Department of Social Services for 1.00 contact hours.

California Department of Social Services Group Homes

1.0 HOURS


Relias, LLC is approved by the California Department of Social Services as a Continuing Education Program Vendor to provide Continuing Education training courses to administrators of Group Homes.

Vendor/Provider # : 2000224-730-2
Approval # 224-0104-29100

This activity is approved by the California Department of Social Services for 1.00 contact hours.

Washington State Department of Social and Health Services (ALL Direct Care Workers)

1.75 HOURS


Relias Learning, LLC is approved as a Curriculum Developer by the Washington State Department of Social and Health Services. This activity is approved for 1.75 contact hours for all WA State Direct Care Workers. Training Provider Code: WA0624. CE Approval Code: CO1933902

Course Details

Course Code: REL-IDD-0-BCCMS
Hours: 1.75
Type: Online Course
Content Expiration Date: 9/30/2022
Learning Objectives:
Define communication and its purpose.
Identify some common forms of nonverbal communication and explain their value.
List examples of people-first language and social guidelines for communicating with people with disabilities.
Name three roadblocks to effective communication and identify solutions to these obstacles.
Evaluate how you respond to conflicts and list three strategies discussed in this course that would help you to achieve better outcomes.

Outline:
Section 1: The Cycle of Communication A. Basic Communication and Conflict Management Skills B. Mia’s First Day C. What Went Wrong? D. Ask Yourself E. About Communication F. About this Course G. Why Do We Communicate? H. The Cycle of Communication I. Two-Way Communication J. Samantha’s “Secret” K. Verbal and Behavioral Messages L. What Should You Do? M. A Successful Outcome N. Section Summary Section 2: Listening and Nonverbal Communication A. Listening and Communication B. Active Listening C. The Listening LADDER D. Louder than Words E. Behavior is Communication F. Nonverbal Communication G. Body Language H. Reading Body Language I. Section Summary Section 3: Communication Roadblocks A. Strong Emotions B. Stop and Think C. Different Cultural Backgrounds D. Too Much Information E. Jargon and Slang F. Forgetting Feedback G. Communication Roadblocks Review H. Have We Understood Each Other? I. Section Summary Section 4: Communication and Intellectual & Developmental Disabilities A. Communication and the Support Providers B. Communication as Competency C. Putting People-First D. People-First Language E. Ten Commandments of Communicating with People with Disabilities F. Building Rapport G. Communication Disorders H. Communication Best Practices I. Review Role Play (Sam and Mia) J. Assistive and Alternative Means of Communication K. Assistive Technology (AT) L. Augmentative and Alternative Communication (AAC) M. Gestures or Signs N. Staying Up-to-Date on AAC Advances O. A Final Word P. Margaret’s Trip Q. Section Summary Section 5: Conflict Management and Communication Strategies A. Conflict B. Dealing with Conflict C. Causes of Conflict D. Conflict Management E. A Conflict Management Strategy F. Communication During Conflict G. Coping with Conflict H. Let's Practice! I. Section Summary Section 6: Conclusion A. Course Summary B. Put Into Practice

Instructor: Becky Tschirgi, MRA
Becky Tschirgi is an independent contractor with more than 30 years of experience. Ms. Tschirgi provides consultation, mentoring, and training to individuals and organizations involved in the provision of services for people with disabilities and economic disadvantages. She has a keen understanding of disability-related service systems and has held leadership positions in a variety of organizations and academic institutions. Ms. Tschirgi has developed and provided employment and management related training for rehabilitation organizations and Department of Rehabilitation staff for TACE (SDSU Interwork Institute) throughout California, Nevada, and Arizona and has provided presentations at various conferences. Her educational background includes a PET-RA Certificate from San Diego State University, a Masters degree in Rehabilitation Administration from the University of San Francisco, and a Bachelors degree in Social Work. Disclosure: Becky Tschirgi, MRA has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Target Audience:
The target audience for this course is: entry, intermediate, and advanced level Direct Care Workers; entry, intermediate, and advanced level Direct Support Professionals; in the following settings: Health and Human Services, 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.