SCCM Resource Library-LEAD: Conflict Management: Communication Tools

Video Transcription

Video Summary

Conflict is common in the intensive care unit (ICU) due to the high-stress environment and various challenges faced by both patients and healthcare providers. Two key concepts for conflict management in the ICU are understanding conflict as a negotiation and implementing trauma-informed care. Negotiation involves aligning interests rather than focusing on conflicting positions, while trauma-informed care considers the impact of past traumatic experiences on patient and family behavior. Some tactics for managing conflict include engaging patients and families proactively, listening to their interpretations and expectations, acknowledging their struggles, and reframing conversations in terms of shared interests and common goals. Further reading on negotiation strategies and trauma-informed care is recommended.

Asset Subtitle

Professional Development and Education, 2022

Meta Tag

Content Type Presentation

Knowledge Area Professional Development and Education

Knowledge Level Foundational

Membership Level Associate

Membership Level Professional

Membership Level Select

Tag Leadership Empowerment and Development LEAD

Tag Communication

Year 2022

Keywords

conflict management

intensive care unit

negotiation

trauma-informed care

patient and family engagement

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