This interactive two-day workshop focuses on how you can best leverage interest-based negotiation techniques to manage, de-escalate and resolve disputes, with several 'customised' exercises based on real-life cases. It will be facilitated by Mr Darrell Quek, Lead Training Development at Healthcare Mediation Unit.
Learning Objectives
At the end of the workshop, you will learn about:
- Types and Stages of Conflict
- TKI Survey Instrument
- Interest-based Negotiation - 7 Elements
- Service Response Model
- Managing Emotions
- Intervention Strategies
Target Audience
- Supervisory staff from Nursing, Allied Health and Operations who need to manage conflicts and complaints from patients and/or caregivers.
- Patient Experience/ SQ staff who manage feedback.
- This course is only open to SingHealth staff (include BVH)
Dates
- 24 - 25 Jan 2019
21 - 22 Feb 2019
Time
9.00am to 5.30pm
(2 days)
Class Size
24 pax
