Dolan Consulting Group

Today’s increased service demands, and scrutiny placed upon health care professionals have resulted in a growing need to master verbal conflict management skills. When negative verbal encounters escalate to the point where physical intervention is used, criticism often abounds when it is later discovered that there is little evidence of verbal de-escalation techniques employed by our team members.  This is particularly true when incident video and audio reviews are utilized.  In some cases, it has become clear that the verbal actions of the healthcare and first responders actually served to escalate the situation.  Administrators are now asking, have we adequately trained our personnel to successfully manage and respond to verbal confrontations in a professional manner?

Surviving Verbal Conflict® training provides healthcare professionals with time-tested communications skills proven to help de-escalate volatile situations, safeguard fellow healthcare professionals emotional and professional well-being, and significantly enhance the healthcare facility’s professional image. And, in the event that de-escalation proves impossible, the utilization of these techniques demonstrates service excellence on the part of the service provider.

Course Objectives:

• Improve health care professionals' verbal communication skills.
• Learn how to apply Rhetoric- Aristotle’s Art of Persuasion (The art of using speech to persuade) when deflecting & redirecting verbal abuse
• Develop an understanding of Chief Dolan’s “Guardians of Healthcare” concept & “TUI Pattern” (texting, typing or talking under the influence)
• Diffuse potentially volatile verbal encounters
• Avoid the “Rope-A-Dope Syndrome”
• Significantly enhance the agency’s image throughout the community
• Discover how “Bystander Effect” & “Groupthink” may be confronted to reduce complaints and enhance customer service
• Understand the fundamentals of verbal deflection and the “Verbal Contact & Cover” principle.
• Apply the FAA’s “Sterile Cockpit Rule” at work.
• Recognize the importance of “Chief Dolan’s 24-Hour Rule” as a key component of communication success