Conflict Resolution in Elder Care

This course provides perspective and direction to those working in residential care and other health care settings about how to intervene and help resolve conflicts between others whether they be residents, employees or caregivers.

Your instructor for this course is Marla Rosner. She is the principal of Marla Rosner & Associates, has excelled as a management development and training professional for twenty years. Her specialty is teaching and coaching interpersonal skills. As a consultant and working internally, Marla has a proven track record in guiding and executing employee development initiatives to produce bottom-line business results. Marla is a vibrant and engaging group facilitator and instructor as well as a seasoned project manager.

This course covers the following topics:

• What's Mediation and Who Does It?
• When to Intervene
• Communications Skills Used in Conflict Resolution
• Preparing to Facilitate a Conflict
• Conflict Resolution Steps

In this course you will learn:

• Contributing factors to conflict in residential care and other health care facilities
• Key communication skills required to effectively facilitate a conflict between two parties
• How to prepare in advance for a conflict resolution meeting
• Key steps in facilitating a conflict resolution session

• NAB: This educational offering has been reviewed by the National Continuing Education Review Service (NCERS) of the National Association of Boards of Examiners of Long Term Care Administrators (NAB) and approved for 2 clock hours.
• California Board of Behavioral Sciences (BBS): PCE # 3291
• California RCFE and ARF: Approval pursuant to NAB and BBS approval
• Kansas Department of Health and Environment: Approval #: LTS -A1138 (Administration)