When On-Scene Communication Deteriorates: Lessons in Conflict Management

In the messy work of prehospital response, it may be impossible to avoid conflict. But why do conflicts arise? How can a legitimate concern be escalated without creating drama? And how do you turn the heat down at a scene if the drama has already started? What should you do to keep the conflict from coming up again the next time you are in a similar situation? Using an actual event from my EMS agency as a starting point, we will interactively discuss principles in the management of conflict. Participants will leave the session with new tools to use to help handle difficult situations with poise and confidence.