Verbal De-escalation. Rules for Negotiating with an Uncooperative Patient
Various behaviour strategies in conflict situations and necessary skills in resolving disputes by negotiating, not by dominating or yielding to.
3. Workshop programme
BLOCK I - LECTURES (reminder of theoretical knowledge / reference to the theory)
1. Concept and importance of negotiations with patients. The role of self-presentation
2. Interest - listening to patients' needs, expectations and possibilities
3. Communication process (effective communication at the verbal level)
4. Communication process (effective communication on a non-verbal level)
5. Manipulation resistance
6. Patient involvement in the process of selecting a medical procedure, treatment recommendations
7. Determining the style, planning and evaluation of negotiations
BLOCK II - WORKSHOPS USING TECHNIQUES
Techniques, strategies and tactics of negotiation
1. Basic principles of negotiation
2. The process and evaluation of the negotiations
3. Negotiation dilemmas
4. Methods of negotiating games
5. Using games in the process of teaching future negotiators
6. Intercultural negotiations
TEACHING TECHNIQUES USED
- video
- text
- quizzes
- pictures
- case study