Conflict Resolution Course Guidance Manual - Wirral University ...

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REASONABLE RESPONSE OPTION Maintain self-control and: Signal non aggressions Request behaviour to stop Be assertive Use tactical communication Remind the aggressor what they have to lose Use diversionary techniques Hands On - as a last resort Notes: SCENARIOS The aspects of communication that we have so far covered provide recognition of the different elements of conflict and the knowledge required in order to avoid escalation of conflict, however, when communication appears to be failing a person should consider other appropriate response options within personal limitations and requirements. Provide a list of other appropriate response options: Notes: SECONDARY CARE NHS ACUTE TRUSTS A patient arrives by ambulance to Accident and Emergency and is placed in a cubicle for treatment to take place, when a group of friends arrive and demand to see him; they surround a member of staff and begin shouting. Notes: 20
Upon arriving for duty, you see two male youths outside the entrance you must use to get to Accident and Emergency. As you get closer you notice that both males are bleeding from facial injuries, and that one male is verbally abusing people as they try to get past him into the department. Notes: A patient who has waited two hours to see a doctor has approached a colleague and wants to know how much longer he will have to wait. The patient claims that he is being victimised, and deliberately left to wait by your colleague due to an earlier encounter in which the conversation became heated, your colleague is offended by the patient’s attitude and reacts by aggressively arguing back. Notes: A concerned father has gone to park his car after dropping both his wife and ill daughter off at the entrance to Accident and Emergency. Mother and daughter are told to take a seat in the waiting area and do so; they are immediately harassed by a group of three teenage males. The father arrives, angry to see his wife and daughter upset he say’s that if know one will do anything about it then he will and threatens the teenagers with violence, they immediately respond by taunting him. Notes: AMBULANCE TRUSTS You arrive at a road traffic accident and having checked all those involved, you start to treat an elderly female who is sat in the driving seat of one of the vehicles involved. A younger female demands that you stop what you are doing and that you see to her friend in another vehicle, she then attacks the elderly driver shouting that it was her fault in the first place. Notes: 21
Page 1 and 2: Clinical Education & Development Te
Page 3 and 4: COURSE OBJECTIVES 1. DEFINE THE COM
Page 5 and 6: COMMON LAW - CRIMINAL LAW COMMON LA
Page 7 and 8: THE HUMAN RIGHTS ACT 1998 Human Rig
Page 9 and 10: I’m interested, I want to help Co
Page 11 and 12: LEAPS When applied in an appropriat
Page 13 and 14: REASONS FOR COMMUNICATION FAILURE B
Page 15 and 16: Notes: CONFLICT It must be stressed
Page 17 and 18: PATTERNS OF BEHAVIOUR This is a lis
Page 19: DANGER SIGNS As the word danger imp
Page 23: ‣ We have studied distances and h

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