Conflict management in healthcare
Practical Tools for Managing Violence and Tension from Patients
and their families
Turnover, resignations, sick leaves,
complaints and claims?
Human and financial cost of conflict?
Enormous! The equivalent of one month’s work per year*. Highly traumatic both physically and psychologically, conflicts also have a deleterious effect on suffering teams.
Conflict management in healthcare
a dramatic observation
37% of hospital healthcare professionals say they are regularly subjected to physical aggression (84% for orderlies)*.
2 areas for improvement
"Increased risk" areas
In hospitals
Emergencies (adult and pediatric), psychiatry and geriatrics
In town
Mobile units, particularly psychiatric units, which do not benefit from the more protective hospital setting.
HOW TO LIMIT CAREGIVER RISK?
Strengthening managers' skills
Implementing a safety culture requires a managerial effort to deal with known, unknown and polymorphous risks.
Raising awareness and training all professionals
Training objectives
Limiting physical and verbal conflicts to ensure continuity of public service, while preserving the patient-caregiver relationship and staff safety.
Skills acquired
Stress management
- Understanding stress, the root of all conflicts
- Act on their perception of the stressor, the situation or both
- Acquire some TOP© tools
TACTICAL COMMUNICATION
We react in automatic, archaic mode, in an uncontrolled way, which often leads us to lose control of the situation.
By adopting a rational approach based on tactical empathy, we can rationalize our intervention in these chaotic moments. Trainees will learn to :
- Synchronize
- Active listening: observe and listen to solve problems
- Tactical empathy
- Undoing the crisis
emergency protection
- Psychologically, by developing an avatar
- Physically:
1. By adopting a safety posture,
2. By using an emergency blanket,
3. By shaping your workspace.
TEAM INTERVENTION
- Understanding my personal limits, our limits as responsible professionals
- Physical management of aggressive or resistant people
(through their clothing) - Prepare and act (blue time/red time) and improve (retex)
- Rely on the strength of the collective (joint intervention protocol)
Tools compatible with your constraints, favoring dialogue to act with a minimum of force.
Reinforced teams
Thanks to a survival kit based on universal precautions against violence
Strict design criteria :
- The caregiver-patient relationship
- No excessive violence
- No blow
- Accessible to all
A few thoughts...
A more empathetic approach is often enough to avoid acute problems of violence.
Following a common protocol enhances professionalism and reputation.
Experiential teaching improves team relations and group cohesion.
By limiting conflicts, we limit legal and financial exposure.
Main information
- From €2,000 excl. tax per day
16 hours (two days)
Accessible to people in good health
From 6 to 20 people
Hospitals put their trust in us
They liked
“Jerome’s self-defense course at the hospital was impeccable. His skill and dedication are remarkable.”
– Dr. A. Anedda (psychiatrist)
“A message to thank you for this boost in self-confidence and in this discovery of personal resources despite the small frame, in a daily life where we are so often belittled and devalued that we end up believing it.”
– E. C. (Nurse)
“These training courses should be compulsory and recurrent because we need to learn to coordinate if we are to be effective.”
– Yvan C. (Security guard)
