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February 2, 2022

Conflict Management in the Emergency Department: Physician, heal thyself!

How can we create the Compassionate Connection if we can not shake of the stresses of what has come before, as we walk towards what is to come next?

Research note: We can improve systems, improve the registration process, better explain tests and procedures, reduce waiting times BUT IT WILL NOT improve overall satisfaction as much as if we Anticipate Needs and Show Empathy to pain, stress and grief.

We introduced the Showtime! mindset to staff, asking them to explore how their own emotional equilibrium could set the stage for the types of encounters we needed to address. 

Activating the Showtime Mindset is critical when walking into a potentially stressful or challenging work situation:

  • Remind yourself: “It’s showtime!”
  • Re-set posture and release areas of tension
  • Take a deep, cleansing breath
  • Assume congruent body-language
  • Put on the appropriate face for this situation
  • Have a chat with yourself (positive self-coaching)
  • Now, you are ready!

There was a consensus that in addition to knowing the Showtime Mindset activation steps, naming and reframing our own triggers was hugely powerful in giving us control and a sense that we can choose our responses to people’s behavior rather than be in intimidated or abused by those behaviors, and to be placed in a ‘reactive mode’ where we might say and do the less-desirable things in the situation, despite what our professional brain knows is the correct response to the  person in front of us.

Dynamis provides a comprehensive conflict management training programme which spans the whole spectrum of encounters in a hospital environment.  In this series of posts, our Director of Training reflects on key ideas in addressing conflict in the hospital.

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Conflict Management in the Emergency Department: Different Language Types

Conflict Management in the Emergency Department: Different Language Types

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Gerard O'Dea is the Director of Training for Dynamis. Training Advisor, Speaker, Author and Expert Witness on Personal Safety, Conflict Management and Physical Interventions, he is the European Advisor for Vistelar Conflict Management, a global programme focussing on the spectrum of human conflict.

Gerard O'Dea

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