Module 2 – Unit 8: Language Focus
Conflict Resolution Strategies
Choose one of the scenarios in the Exploring the Topic activity in this unit. Consider the strategies that the health care professional should try for resolving the conflict in this scenario. List possible strategies for resolving conflict with patients and families below.
Conflict Resolution Strategies |
|
Think of a conflict with a patient or family that you might encounter in your profession.
Describe the situation below.
- What is the health care setting?
- What does the patient want?
- What do you want to achieve with this patient?
Write a dialogue based on this situation in which the health professional shows understanding and empathy and tries to resolve the conflict. Review the strategies that you listed above, as well as the Useful Language below.
Useful Language
- Showing empathy and understanding toward patients or families
You seem angry to me.
If I’m hearing you right, . . .
If I understand you correctly, . . .
It sounds like . . .
I can see why this is making you angry.
It must be/have been very frustrating (waiting all that time).
I can see that you’re frustrated . . .
I’m sorry you feel that way. Can you tell me more about what’s going on?