Conflict Management in Consultations

Tips for conflict resolution

• Demonstrate Professional Behaviour

• Follow an established policy

• Document EVERYTHING accurately - patients can see everything you say on their record

• Seek a compromise

LEARN

• Listen to the patient’s perspective

• Explain your perspective as the HCP

• Acknowledge the differences and similarities in both perspective

• Recommend a plan of action based on mutual understanding

• Negotiate to reach a shared solution

What do you do if the patient is distressed?

• Allow them to be upset

• Reassure them that it’s okay

• DO NOT SAY “I KNOW HOW IT FEELS”

• Offer a listening ear

• Put your agenda aside and address their concerns - can always rearrange for another consultation

• Do not bring in personal life

How do you break bad news to patients

• Demonstrate empathy

• Always try to find something positive

• Give them time to reflect on the information you have given them

• If you’re struggling/it is personally affecting you, take a time-out

• Address any worries

• Be honest

• Get agreement on next actions

What do you do if the consultation involves a child?

• Address perceived problem of parent and child - may not be the same

• Treat everyone in the consultation as equals

• Attend to any emotional concerns the family has because of the conditions/symptoms

What do you do if the consultation involves a minor?

• Allow the child time to voice their views too

• Recognise the parent’s views

• Try to give each party an uninterrupted time to talk

• Chair positioning - face them and be welcoming