| Duration | 10, 4, 2 |
|---|---|
| Sessions | 8 Sessions , 2 Assessments |
| Course Location: | Recorded |
Type of the Activity | Recorded Educational Content Accessibility |
|
Topic |
Duration |
|
Pre-course Assessment |
|
|
Introduction |
4 minutes |
|
Foundations:
Types of Conflict & Ethical Principles |
25 minutes |
|
Conflict
Triage & Risk Assessment |
29 minutes |
|
De-escalation
Skills & Immediate Response Scripts |
14 minutes |
|
Restorative
Conversations & Repairing Working Relationships |
21 minutes |
|
Ethics
in Practice, Accountability & Prevention Strategies |
21 minutes |
|
Conclusion |
3 minutes |
|
Post-course Assessment |
|
by the end of the course participants will be able to:
- Identify and classify conflicts (data, relationship, value, structural), recognize common triggers in hospital and home care settings, and choose an appropriate initial response.
- Triage conflict severity (low/medium/high), detect patient‑safety risk indicators, document incidents objectively, and escalate appropriately (supervisor/patient safety/HR).
- Apply verbal and nonverbal de‑escalation and scripted responses while maintaining professional boundaries and a safe environment.
- Lead restorative conversations to surface perspectives, foster accountability, agree concrete repair actions, and set measurable follow‑up.
- Use an ethics flowchart in daily dilemmas, uphold boundaries with colleagues/patients/families, meet documentation and reporting duties, and implement team norms and prevention tools.
This course prepares healthcare professionals to recognize, assess, and manage conflict in hospital and home care settings. Participants learn to identify different types of conflict and common triggers, assess severity and patient-safety risks, and respond appropriately through documentation, escalation, and de-escalation strategies. The course also develops skills in restorative communication, ethical decision-making, and boundary setting, while introducing practical tools to prevent future conflict and support a safe, respectful care environment.
By the end of the course, participants will be able to:
Identify and classify conflicts (data, relationship, value, structural), recognize common triggers in clinical and home care environments, and select appropriate initial responses.
Assess conflict severity and patient-safety risks, document incidents objectively, and escalate concerns appropriately to supervisors, patient safety teams, or HR.
Apply verbal and nonverbal de-escalation techniques, including scripted responses, while maintaining professional boundaries and a safe care environment.
Facilitate restorative conversations that surface differing perspectives, promote accountability, establish concrete repair actions, and define measurable follow-up.
Apply ethical decision-making tools in daily practice, uphold professional boundaries with colleagues, patients, and families, and implement team norms and prevention strategies to reduce future conflict.
You have to complete all the recorded lectures to obtain the certificate.
