The ability to communicate well and handle situations of conflict are essential for direct support professionals (DSPs). This course provides guidance on ways to help manage and resolve conflict. You will learn about effective communication and common problems that can arise in communication that might result in conflict. You will then learn about what causes conflict and how different people respond to managing conflict using distinct styles. You will also learn specific skills and methods for managing and resolving conflict.
This activity is approved for 1.00 contact 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 1.0000 contact hours for all WA State Direct Care Workers. Training Provider Code: WA0624. CE Approval Code: CO1832323
Section 1: Introduction A. About This Course B. Learning Objectives Section 2: Effective Communication A. A Tense Meeting B. Communication and Conflict C. The Cycle of Communication D. Communication Problems E. Nonverbal Communication F. Active Listening G. Supporting Communication for Speech Disabilities H. Review I. Summary Section 3: Conflict Management A. An Explosive Argument B. What Causes Conflict? C. Responding to Conflict D. Conflict Resolution, Stress, and Emotions E. Knowledge Check F. Styles of Conflict Management G. Conflict Resolution Skills H. Managing and Resolving Conflict I. Review J. Summary Section 4: Conclusion A. Summary B. Course Contributors C. Resources D. References E. Congratulations! F. Exam
Nellie Galindo received her Masters of Social Work and Masters of Science in Public Health from the University of North Carolina at Chapel Hill. She has worked with individuals with disabilities in several different settings, including working as a direct service provider for individuals with mental illness and leading a youth program for young adults with disabilities. She has facilitated and created trainings for individuals with intellectual and developmental disabilities in the areas of self-advocacy, healthy relationships, sexual health education, and violence and abuse prevention. Mrs. Galindo has worked in state government assisting individuals with disabilities obtain accessible health information in their communities, as well as utilizing the Americans with Disabilities Act to ensure equal access to healthcare services. Disclosure: Nellie Galindo, MSW, MSPH has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
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