Brooke K. Carrasco, ABOC, NCLEC: No relevant disclosure to display
This course equips staff to recognize and manage workplace and patient conflict with confidence. Participants learn to de-escalate tension, handle difficult conversations, and adapt to different conflict “personalities” to maintain harmony—much like a zookeeper managing diverse animals. By mastering these communication and resolution skills, team members enhance patient satisfaction, improve team efficiency, and contribute to overall practice success.
Learning Objectives:
Upon conclusion of this activity, attendees will be able to:
Understand workplace and patient conflict and feel equipped to manage disagreements, de-escalate tension, and conduct difficult conversations effectively
Emphasize impact on patient satisfaction, team efficiency, and practice success
Recognize and adapt to various conflict “personalities” to maintain harmony
