Training Manual on Communication, Conflict Resolution and Ethics

Training Manual on Communication, Conflict Resolution and Ethics

Introduction

This training manual will help as a guide to all department managers to help their team with creating effective communications lines between colleagues and our membership. This training guide will also assist us in learning what to do when we have conflicts between coworkers and members. Moreover, this guide will discuss ethical and legal issues that affect our healthcare industry.

Effective communication is defined as when it “enables you to communicate, even the most negative or difficult messages without creating conflict.” When a person is an effective communicator you are able to communicate and relay your message without being misinterpreted. Effective communication combines a set of skills including nonverbal communication, attentive listening, the ability to manage stress in the moment, and the capacity to recognize and understand your own emotions and those you are communicating with (helpguide.org, n.d.).

Conflict is the struggle that results when people with different and seemingly incompatible goals, values, or agendas disagree (Healthfirst University, 2011). Since we work with many people in an environment that is constantly changing, conflict will arise. Whether it is getting over a miscommunication between you and another coworker, or mediating a conflict between two of your team members, conflict can take you away from your work and eat up your time (Healthfirst University, 2011).

In contemporary society, people tend to base their actions either on what they think will result in the most good or on certain rules of right action, no matter what the outcome of the action might be (“Ethical decisions in health care,” 2004). This has led...

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... that you are following the rules located in the employee handbook

• If you notice something that is not ethical make sure that you report it to your immediate supervisor or to the Human resources department.

Works Cited

Ethical decisions in health care. (2004, Jan/ Feb). Health Progress, 85(1), 38-43. ProQuest Central.

Kälvemark Sporrong, S., Arnetz, B., & Hansson, M. G. (2007, Fall). Developing ethical competence in health care organization. Nursing Ethics, 6(14), 825-837. .

Healthfirst University. (2011). Managing relationships and conflict resolution [Multimedia]. Retrieved from Healthfirst University, Conflict Resoultion website.

Helpguide.org. (n.d.). Retrieved from

http://www.helpguide.org/mental/effective_communication_skills.htm

Maddux, R. B., & Wingfield, B. (2003). Team Building An Exercise in Leadership (4th ed.). Boston, MA: Thomson.