Conflict Management For Hospitals and Clinics

ATTN: Hospital and Clinic Professionals

Discover How to Prevent and Manage Conflict in Your Work and Personal Lives

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My name is Allen Oelschlaeger and I’m one of the founders of Vistelar, a consulting and training institute focused on addressing the entire spectrum of human conflict.

I am a 30+ year corporate business executive (MBA, Eli Lilly, GE Medical) turned entrepreneur, as a result of a fateful meeting in the summer of 2009 with two renowned conflict management training experts — Gary Klugiewicz and Dave Young.

It was a rainy Sunday evening in my home town of Milwaukee, WI and, after a two-hour meeting with Gary and Dave, I was completely blown away.

They’d been training police, security, military, corrections, and behavioral health professionals how to manage verbal and physical conflict for over thirty years and they believed more people needed to learn what they taught: non-escalation, de-escalation and crisis intervention, coupled with physical alternatives. Given my background, I immediately saw a business opportunity and it didn’t take us long to form Vistelar.

Today, our company is the world leader in point-of-impact conflict management consulting and training. Our research, products and services are focused on the short period of time when disagreements, insults or gateway behaviors, such as swearing or aggressive posturing, can escalate to conflict and on to emotional and/or physical violence — from before an interaction begins through to the consequences of how an interaction is managed.

We offer our training via speaking engagements, workshops, and instructor schools — using both live and online methods of instruction. The trainers at Vistelar have trained hundreds of thousands of individuals from all walks of life and many of our consultants have authored numerous published books and manuals in our Confidence In Conflict and Conflict Management series.

You can learn more about what we do at http://www.Vistelar.com but, here, I want to introduce you to Vistelar’s Conflict Management Online Programs.

Online Training

Our history is in live training (workshops, instructor schools) but, in 2011, we launched our first eLearning course. Since then we’ve experimented with a variety of formats, lengths and technologies and, based on customer feedback, implemented many refinements.

Today we have a wide range of online programs available, but our flagship course teaches the fundamentals of our core non-escalation, de-escalation and crisis intervention curriculum.

One thing we’ve learned over the years is that the principles and tactics for preventing and managing conflict are exactly the same for ALL people, no matter what their profession or personal circumstance.

However, we’ve also learned that people sometimes have difficulty grasping our training when it seems like it was developed for someone else. For example, a healthcare worker might have trouble assimilating our conflict management principles and tactics if all the terminology and examples are from law enforcement.

Therefore, we’ve created a version of this online program specifically for patient care professionals and gatekeeper staff within hospitals and clinics.

Over the years our healthcare clients have repeatedly told us about the lack of a conflict management training program that all staff can go throughMost healthcare organizations provide conflict and crisis management training for individuals working in high-risk areas (e.g., emergency department, behavioral health, security), but few offer such training to the vast majority of staff who don’t work in such areas.

From what we’ve heard, this lack of instruction is primarily due to cost and logistical issues – not because there isn’t a need. It seems that everyone understands the importance of such training.

Our clients have repeatedly told us they are looking for a short online program suitable for all their employees. For example, we have one client who developed their own program – using Vistelar’s systemized structure of tactics – and have rolled it out to their 30,000 plus staff members. Their goal is to prevent conflict (what we call “non-escalation”) by having all their staff knowing and practicing our tactics to minimize the number of incidents where someone needs to step in to de-escalate a situation that has gone bad. 

That’s why we created a conflict-management program specifically for hospitals and clinics that:

  • Can be taken online
  • Requires less than two hours to complete
  • Is understandable by almost anyone

The third attribute is due to Vistelar’s Point-Of-Impact Conflict Management Framework™ and systemized structure of tactics, which makes our methodologies easy to learn, remember and apply.

There are two versions of this program for these two different audiences:

1. Gatekeeper Staff

Individuals without direct patient care responsibilities, such as staff working in registration/patient access, desk-bound triage, reception, administration, pharmacy, optometry, gift shop, cafeteria, volunteer services, dietary, housekeeping, and other support services.

2. Patient Care Professionals:

Individuals with direct patient care responsibilities, such as physicians, nurse practitioners, physician assistants, nurses, social workers, triage staff, EMTs/paramedics, physical/occupational therapists, respiratory therapists, phlebotomists, sonographers, dieticians, medical technicians, nurse assistants, pharmacists, and chaplains.

Benefits of Vistelar’s Training

The feedback we most often here from students about any of our training programs is that it’s “life changing.” Despite the focus being on non-escalation, de-escalation and crisis intervention, this curriculum is actually much more than a conflict management program. In reality, it’s a life skills program that has a lasting impact on people’s lives, far beyond how they handle conflict.

We literally see students attend a two-day class and, by the morning of the second day, have stories to tell about our training’s immediate impact. One of my favorite comments I heard a couple of years ago is “Where were you three marriages ago?”

Still, the emphasis of our training is to develop our student’s knowledge, skills and abilities to interact with anyone — in person, by phone or in writing — and to:

  • Not cause or unnecessarily escalate conflict
  • Confidently deal with verbal abuse
  • Engage in difficult conversations
  • Effectively de-escalate conflict
  • Persuade others to cooperate
  • Stay safe in crisis situations
  • Know what to do when word-based tactics fail
  • End an interaction in a better place than where it started
  • Look good on camera no matter where an interaction ends up (an increasingly important issue with the omnipresence of video cameras)

At work, this training addresses how to:

  • Provide better customer service
  • Predict, prevent and mitigate conflict
  • Avert verbal and physical attacks
  • De-escalate conflict
  • Control crisis and aggression
  • Protect yourself from physical violence

… with these benefits:

  • Higher levels of patient/family satisfaction
  • Improved team performance, morale and safety
  • Reduced complaints, liabilities and injuries
  • Protected reputation, culture and business continuity
  • Reduced harm from emotional and physical violence
  • Decreased stress levels, lateral violence and bullying
  • Less compassion fatigue, absenteeism and turnover
  • Not having a damaging video show up on YouTube or the evening news

Then, in our student’s personal life, we’ve found that practicing these tactics improves relationships with friends and family, enhances confidence to deal with conflict head-on (rather than shying away from it), and increases emotional and physical safety.

What Is Included In Each Program

  • Six modules that, via eighty minutes of audio and transcribed text, provide you with the fundamentals of Vistelar’s Conflict Management Framework™ and Systemized Structure of Tactics for preventing and managing conflict at the point of impact. Here are the module titles:
    • Foundations
    • Conflict Triggers
    • Non-Escalation
    • De-Escalation
    • Ending An Interaction
    • Fundamentals Review
  • Videos that further explain concepts and demonstrate tactics that are focused specifically on hospital and clinic scenarios
  • Downloadable certificate of completion

Getting through either program takes between 90 and 120 minutes.

Pricing

As I said above, Vistelar offers its training via speaking engagements, workshops, and instructor schools — using both live and online methods of instruction.

We charge as much as $1,995 per student for our week-long instructor schools. However, our goal with these two hospital and clinic programs is to enable all staff members to take them. Therefore, they’re list price is $57.00, with volume discounts available.

To place your order and get immediate course access, please click on the link below to be taken to our secure online order form where you’ll be able to select a quantity. Once we get your order, we will send you an email with your login credentials.

One more thing. You should know that we’re so confident that you’ll love this training that we have a 100% refund guaranty. If you aren’t completely satisfied with the program or don’t believe it is worth every penny of your payment, we’ll give you a 100% refund — no questions asked.

Order Patient Care Professionals Program

Order Gatekeeper Staff Program

Order Some Of Each

Again, to place your order and get immediate course access, please select a course and click on its link above to be taken to our secure online order form. Once we get your order, we will send you an email with your login credentials.

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