Managing Challenging Interactions

This week’s topics

Managing Challenging Interactions

1. Sources of interpersonal conflict
2. De-escalation strategies
3. Assertiveness techniques
4. Professional boundaries and emotional regulation
5. "Which de-escalation techniques can staff use when faced with an agitated patient?"
6. Module 4, Segment 1: Conflict in the Health Care Setting
7. Managing conflict

What you will be able to do

• 1.3 Explain approaches used to manage challenging situations.

Activity

Start with this week’s 3 videos, then: Seminar, guided reading and a short written task: explain approaches used to manage challenging situations.

Study materials

Videos

• "Which de-escalation techniques can staff use when faced with an agitated patient?" · YouTube · MOAT: Mental Health Services · 4 min · for registered students
• Module 4, Segment 1: Conflict in the Health Care Setting · YouTube · UCSF IPE Program · 12 min · for registered students
• Managing conflict · Oak National Academy, Key Stage 3 (lower secondary level) · for registered students

Further resources

• Communication for Nurses: Talking with Patients (Lapum et al., TMU, 2020) · Reading · Other, textbook · for registered students
• Health and safety in care homes (HSE, HSG220) · Reading · GOV.UK, guidance · for registered students
• Business Communication for Success, ch. 16: Intrapersonal and Interpersonal Business Communication · PDF · Saylor Academy, textbook chapter; PDF pp. 606–645 · for registered students