Course ID: FQUEWU502
Course Name: Nursing Leadership: Conflict Management in Todays Healthcare Environment
Credits: 2

This two contact hour home-study continuing education program is designed to give the participant the knowledge and skills to successfully recognize two types of workplace conflicts and the warning signs that may indicate the conflict could escalate into workplace violence. Examples of workplace incidents are presented along with actions and responses that encourage the continuation of conflict. Five difficult and frustrating behavior styles seen in the workplace are described and ways to deal with these behavior styles explored. A "Conflict Self-Assessment" tool is provided to assist the participant in identifying how they typically handle conflict.

About the Author
Gloria Hudnell, A.R.N.P., B.C., C.N.A. received her bachelors and masters degrees in nursing from the University of Miami. She has worked in a variety of clinical and administrative roles in nursing and mental health. She is currently the Associate Chief Nurse for Clinical Practice at the Veterans Administration Medical Center in West Palm Beach, Florida.

Course Objectives
Upon completion of this home-study continuing education program, the learner will be able to:

1. Identify the two types of workplace conflict/violence.
2. Identify own conflict management style.
3. Define terminology associated with conflict and workplace violence.
4. Discuss statistics related to conflict and workplace violence.
5. Describe three communication strategies used to facilitate communication.
6. Identify five high risk behaviors and situations related to conflict and workplace violence.
7. Describe five difficult personality styles.
8. Identify interventions in responses to difficult personality styles.
9. Identify five behaviors which may indicate more than a "difficult personality style".