Conflict
- Created by: Grace.2006
- Created on: 20-10-22 14:48
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- Conflict
- Definition
- A disagreement or struggle between people with opposing needs, idea, beliefs, values, or goals
- Causes of conflict
- Unreasonable expectations and demands
- Perceived poor level of service/ care
- Long waiting times
- Heightened sense of vulnerability or anxiety
- Delayed or cancelled appointments
- Inability to get an appointment
- Mental illness
- Dealing with conflict
- Stay calm
- Never resort to aggressive behaviour
- Listen
- Use empathy and try to see the argument from both sides
- Know where the exits are
- Remove any possible weapons
- Give the aggressor personal space
- Get help
- To make things fair all parties need to:
- Understand
- Avoid making things worse
- Work together
- Find a solution
- Things that make the situation worse:
- Being put down
- Revealing of secrets
- Screaming
- Shouting
- No physical violence
- NHS Core Values
- Working together for patients
- Respect and dignity
- Commitment to quality of care
- Improving lives
- Compassion
- Everyone counts
- Definition
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