Can’t We All Just Get Along? Skills for Managing Conflict and Navigating Differences in Patient Care Settings


9:00 am-12:15 pm
3.0 CEUs

  • LSW/LISW/SWA (RSX069601)
  • LPC/LPCC (RCX031303)
  • Nurses (via reciprocity with the CSWMFT board)
  • pending LNHA (BELTSS)

Conflict is inevitable-- at work, at home, and in our personal and professional  relationships.  But the conflict is often not the issue; it’s how we manage it.   In patient care settings,  heightened emotions can result in challenging encounters and confusing communication: for patients, caregivers, and  providers.  Learn about conflict causes, types, and styles,  as well as  its potential drawbacks and benefits. Assess your conflict style,  identify different conflict approaches, and learn to skillfully navigate differences.   


  • Assess your personal conflict style as a healthcare professional/social service provider-- identify patterns, approaches, past successes, and challenges.  
  • Define conflict. Identify and experience different types of conflicts and their causes. Review different conflict resolution methods and how they can impact relationships with clients/patients
  • Discuss  the advantages and disadvantages of using different conflict management tools when working with a patient/ client and their family
  • Identify and experience different conflict management skills.  Identify different ways that clients deal with conflict.  Learn how  to tailor your approach and style to specific clients, their families, and their needs, and how to optimize the outcomes


About the Speaker:  Andrea (Andie) Peck

Andrea Peck (Andie) is a trainer, facilitator, speaker and communication coach-- certified in Myers Briggs and Emotional Intelligence (EQi.2.0).  She supports and inspires groups and individuals to elevate their communication I.Q.  Andrea has trained staff and professionals at local hospitals and Universities, various associations and nonprofits, as well as small business and at Corporate College.    

By asking the important questions and sharing resources,  she helps clients to dig deep and gain a renewed sense of themselves-- whether their focus is creative problem-solving, building relationships, navigating differences, or expressing their best self. As a result, they are more aware-- of themselves and others, able to clarify their purpose and goals, and recognize the value of being a skilled, competent communicator.

Andrea is author of: "Journaling: Discovering Ourselves through Acts of Creation," and a booklet: "Professional Image Enhancement: 49 Tips for Achieving Job Satisfaction and Success."


Class sizes are limited, so register early.  Classes with low registrations may be canceled.  If the class is canceled or moved, participants will be contacted via email at least 24 hours in advance.

Classes start and end on time.  To ensure a quality experience for all, please arrive at least 15 minutes prior to the class start time and find a seat.  CEU credits will be adjusted 0.25 credit hours for every 15 minutes not in attendance; adjusted certificates will be emailed to participants within 3 business days after the training.  Hard copies of certificates will be mailed upon request.

It is difficult to control room temperature to everyone's comfort level.  We suggest you dress in layers that can be adaptable to warm and cool temperatures.

For auditing purposes, arrival and departure times and signature are required on attendance sheets.