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Conflict De-escalation Workshop for Healthcare Officers

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)


  • 08 - 09 May 2019 - Full
  • 17 - 18 Jul 2019 - Full
  • 01 - 02 Aug 2019 (Venue @ Academia) - Full
  • 14 - 15 Oct 2019 - Full
  • 12 - 13 Nov 2019 - Full
  • 18 - 19 Feb 2020
  • 18 - 19 Mar 2020


9.00am to 5.30pm (2 days)

Course Fees

S$432 (SingHealth rate, excluding GST)
Note: The fee will be billed to the organisation by SingHealth Group Office of Patient Experience

Class Size

24 pax


SingHealth Academy

Connection One, 168 Jalan Bukit Merah Tower 3 #06-07 Singaopre 150168


SingHealth Academy

Registration Details

NOTE: Please ensure that you submit the training request form to your respective HR departments for approval before sending in your registration.

Supervisors are advised to go through with your staff/ nominee the learning objectives for this workshop, and how they can benefit from the workshop.

To register, please email the following information to -    
Course Title: 
Full name: 
Contact number:
Email address:

Registration is on a first-come, first-served basis. Successful registrants will be notified via email with information on payment details.

In line with the Singapore Personal Data Protection Act (PDPA), please note that we have updated our SingHealth Data Protection Policy, a copy of which is available at Hard copies are also available on request.