2. Objectives
At the end of this session, the participants will be able to:
1. Describe the conflict resolution model
2. Recognize causes and types of conflict
3. Identify tips to defuse anger
4. Develop ways to prevent future conflict
3. Overview
โข Prevailing attitudes, past behaviors, customs and traditions comprise
culture
โข When cultural expectations of staff and patients differ significantly,
conflict is likely to occur
โข Sometimes, simply enhancing sensitivity to these differences can reduce
conflict
โข The level of conflict in the dialysis clinic must be addressed
โข Conflict resolution training for staff
4. Causes of Conflict
Physical Environment Unit cleanliness, temperature, noise level
Treatment Related Infiltration, medication errors, machine alarms
Staffing Number and composition of staff, staff
assignment
Staff Professionalism/Training Staff talking about personal issues,
competence
Financial Nonpayment of fees
Nonadherence Missed/shortened treatment, not following
medical advice
Scheduling Wait time, appointment time
Disruptive Behavior Yelling, cursing, inappropriate sexual remarks,
touching
6. C reate a calm environment
O pen yourself to understanding others
N eed a nonjudgmental approach
F ocus on the issue
L ook for solutions
I mplement agreement
C ontinue to communicate
T ake another look
7. Create a Calm Environment
โข You need to be aware of the
physical surroundings, as well as
the thoughts and feelings you are
experiencing because of the
conflict
8. Open Yourself to
Understanding Others
โข It is important to acknowledge the
perspective and feelings of the
other individual(s) involved
9. Need A Nonjudgmental
Approach
โข As a dialysis professional, it is
important for you to maintain an
objective and professional
approach as you address the
conflict
โข Keep in mind that words
exchanged in the heat of an
argument are often not intended
as personal attacks
10. Focus On The Issue
โข When conflict occurs, there is a
tendency to lose sight of the issue
that started the disagreement
โข What starts out as a concern about
starting dialysis on time can quickly
become a disagreement about the
facility staff, the clinic operations,
or the physician care
11. Look For Solutions
โข Not all conflicts can be resolved
nor are all conflicts based on valid
complaints
โข But working in collaboration with
the patient will improve the
likelihood of a positive outcome
12. Implement Agreement
โข If you take the time to work
through the conflict, it is likely that
you will reach a stage of
agreement when changes will need
to be put into action
13. Continue To Communicate
โข Effective resolution of a conflict
requires follow up communication
โข This allows you to monitor the
progress being made
โข This demonstrates to the patient
your commitment to resolving the
conflict
14. Take Another Look
โข Handling a conflict, like
successfully performing dialysis
related tasks, requires practice,
understanding, education, and
monitoring
โข Regardless of whether a conflict is
minor or major, reviewing the
steps used in addressing the
conflict will be beneficial
15. Types of Conflict
โข Verbal expression of a difference of opinion
that causes discomfort or distress
Verbal
Disagreement
โข Words with intent to demean, insult, belittle
or degrade
Verbal/Written
Abuse
โข Words expressing intent to harm, abuse or
commit violence
Verbal/Written
Threat
โข Gestures or actions expressing intent to harm,
abuse or commit, violencePhysical Threat
โข Bodily harm or injury or attackPhysical Harm
17. 1. Breathe Deeply
โข Get your heart rate and breathing
to a normal rate
โข Doing this in front of an angry
person can also โmodelโ this
technique for them
18. 2. Remove Yourself
โข If possible remove yourself from
the situation and deal with the
anger when you or they are
feeling calmer or โcenteredโ
โข Let the other person know that
you definitely want to talk, but at
another time
19. 3. Reframe the Situation
โข Consider another possibility for
the conflict or outcome
โข Help others understand their
anger by providing โplausible
alternative reasonsโ for the
situation
20. 4. Ignore Personal Attacks
โข In the long run, it will gain you
more respect
21. 5. Exercise Regularly
โข Exercise allows your body to build
up energy reserves and stimulates
the release of endorphins, the
bodyโs natural calming hormones
โข This as a preventative technique
22. 6. Violence is Unacceptable
โข If you are concerned that a situation
is about to become violent, you
should make every effort to distance
yourself and your patients from the
violent individual
โข Do not put yourself in a situation
where you are in an isolated area
with a potentially violent person
โข It is important that your facility be
prepared to deal with any
potentially violent situation