Navigating Conflict: Working with Difficult Individuals
Working with others is not always easy. Differences in communication, personalities, or work habits can cause tension. You do not have to like everyone, but you do have to show respect. This course will teach you how to reduce conflict, handle misunderstandings calmly, and improve professional relationships through clear communication and respectful listening.
The goal of this course is to educate all staff about how to work with difficult individuals.
Working with others is not always easy. Differences in communication, personalities, or work habits can cause tension. You do not have to like everyone, but you do have to show respect. This course will teach you how to reduce conflict, handle misunderstandings calmly, and improve professional relationships through clear communication and respectful listening.
The goal of this course is to educate all staff about how to work with difficult individuals.
Florida Board of Nursing - Certified Nursing Assistants
This is not an accredited course for professional license renewal. Florida CNAs may use this inservice toward meeting their annual inservice requirement.
This activity is approved for 0.2000 contact hours.
National Alliance for Direct Support Professional Frontline Supervisor Training
National Alliance for Direct Support Professionals
This activity is approved for 0.25 contact hours.
Washington State Department of Social and Health Services (ALL Direct Care Workers)
Relias Learning, LLC is approved as a Curriculum Developer by the Washington State Department of Social and Health Services. This activity is approved for 0.25 contact hours for all WA State Direct Care Workers. Training Provider Code: WA0624. CE Approval Code: CO2639661
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.
Writer: Chris Martin, BS, BAJennifer 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.
Chris is a writer and editor at Relias. He holds a national safety and health credential from OSHA's Directorate of Training and Education.
The target audience for this course is: All Staff; in the following settings: All Healthcare Facilities.
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.
If you require special accommodations to complete this module, please contact Relias Customer Support here.
