Full course description
This course is intended to equip direct care workers, clinical staff, and healthcare supervisors with essential interpersonal and communication skills for preventing, managing, and resolving conflict in patient care settings. Learners will explore evidence-based de-escalation strategies, understand the emotional and behavioral triggers behind conflict, and practice calm, therapeutic communication techniques under pressure. Through real-world scenarios and reflective activities, participants will gain the confidence and tools needed to reduce tension, promote safety, protect patient dignity, and strengthen teamwork. In addition, learners will receive guidance for coaching staff in real time and foster a supportive, respectful culture that reduces burnout and improves retention.