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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 by Mr Darrel Quek and his team from the MOHH Healthcare Mediation Unit.

Learning Objectives

At the end of the workshop, you will learn about:

  • Types and Stages of Conflict
  • Interest-based Negotiation
  • CARP Communication Framework
  • Ladder of Inference
  • Managing Emotions
  • Thomas-Kilmann Conflict Mode Instrument


Target Audience

  • Supervisory staff from Nursing, Allied Health Operations, Business Office who have direct interaction with patients and/or their caregivers, and are required to manage conflicts.
  • Office of Patient Experience staff who manage feedback.
  • Doctors who are keen, may wish to attend the public runs offered by MOHH.


  • 12 - 13 Jul 2022
  • 26 - 27 Oct 2022
  • 15 - 16 Feb 2023


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 inform and attain approval from your supervisor and respective institution HRs 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.

You may register your interest with your institution’s OPE department. For clarifications, you may email : -    

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.