Overview
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
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
Event Details
Date & Time
24 - 25 Jan 2019, 11:30 am to 08:00 pmVenue
Academia, 20 College Road, Singapore 169856Audience
Healthcare ProfessionalsLanguage
EnglishCost
S$432 (SingHealth rate, excluding GST)<br/> <em>Note: The fee will be billed to the organisation by SingHealth Cluster Office of Patient Experience (SCOPE)</em>Venue
Academia, 20 College Road, Singapore 169856
Current Session
24 - 25 Jan 2019
Workshop
Conflict De-escalation Workshop for Healthcare Officers
S$432 (SingHealth rate, excluding GST)<br/>
<em>Note: The fee will be billed to the organisation by SingHealth Cluster Office of Patient Experience (SCOPE)</em>
11:30 am to 08:00 pm
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