Module D: Conflict Resolution

CE Credits: 2.25


Conflict is only natural in a stressful, high-pressure hospital, but this module details how conflicts can be dealt with and—when resolved with good communication—can even be helpful in achieving good outcomes for patients. The module begins by describing the nature of conflict, and how unresolved conflicts can cost a hospital time and money. It then details the skills needed for good conflict resolution, such as active listening and empathy. It also explores negotiation skills and strategies, such as being able to take emotions out of tense situations, getting the facts before speaking and looking for ways to find common ground with one’s “opponent.”

Learning objectives: After completing this module case managers will be able to:
» Discuss the nature and consequences of conflict
» Identify conflict resolution as an essential skill
» Describe strategies for conflict resolution
» Explain why negotiation skills are essential
» Discuss strategies for conducting negotiations


Advance your professional practice: Dealing with conflict—with insurance providers, team members and even patients and their families—is a staple of a case manager’s everyday duties. By honing our conflict resolution skills, we can avoid the time wasters of unresolved conflicts and provide a higher level of care. By honing those skills we can also lower our own stress and enjoy our jobs more fully.

Improve organizational performance: Unresolved conflicts make for an unhappy workplace—one that may have high turnover, low morale and even the possibility of litigation. When all members of the transdisciplinary team work on our conflict resolution skills, we can collaborate more effectively, provide the highest level of care possible and achieve a happier, healthier workplace.