Learning Objectives
In this section, the student will:
- Apply basic conflict management skills used to resolve differences between the client and the health care team
- Recognize ineffective communication and adapt personal style to attain better client understanding
- Examine barriers that may arise in communication with clients and the healthcare team
- Describe how to reduce communication barriers
Resources
- “Put Conflict Resolution Skills to Work”; (2008). Journal of Oncology Practice,4(1), 37–40. http://doi.org/10.1200/JOP.0816501
- “Effective vs Ineffective Communication”; from the State of Illinois
- “The SHARE Approach—Overcoming Communication Barriers With Your Patients: A Reference Guide for Health Care Providers”; July 2014. Agency for Healthcare Research and Quality, Rockville, MD.
Supplemental Resources
- Wachs Stanley R.: Wachs Associates (www.wachs.com): wachs@wachs.com
- Weeks D: The Eight Essential Steps to Conflict Resolution: Preserving Relationships at Work, at Home, and in the Community. New York, NY, Tarcher/Putnam, 1994
- Dana D: Managing Differences: How to Build Better Relationships at Work and Home, (ed 4), Mission, KS, MTI Publications, 2005
- Lancaster LC, Stillman D: When Generations Collide: Who They Are. Why They Clash. How to Solve the Generational Puzzle at Work. New York, NY, HarperCollins Publishers, 2003
- A Patient-Centered Guide to Implementing Language Access Services in Healthcare Organizations
- “How to Address Language Differences” pages 41-45 of “Health Literacy Universal Precautions Toolkit, Tool 9” AHRQ Pub. No. 10-0046-EF (PDF 339 KB)
- http://www.effectivehealthcare.ahrq.gov/tools-and-resources/patient-decision-aids/
- http://www.effectivehealthcare.ahrq.gov/index.cfm/research-summaries-for-consumers-clinicians-and-policymakers/
