Healthcare Conflict Resolution & Difficult Conversations Essentials™

What you will learn

This program has four parts. By the end of each part, you should be able to:

Part 1: Foundations of Professional Communication & Conflict Resolution

• Define conflict in healthcare settings and explain why it occurs.
• Recognize common workplace factors that contribute to conflict across healthcare environments.
• Use core professional communication skills to improve understanding and reduce escalation.
• Apply emotional intelligence and self-awareness during challenging interactions.
• Identify personal conflict styles and adapt communication more effectively.
• Use trust-building and prevention strategies to support psychologically safe, respectful teams.

Part 2: Communication Strategies for Difficult Conversations

• Prepare effectively for difficult conversations by clarifying purpose, gathering facts, and planning a professional approach.
• Use evidence-informed communication techniques to reduce conflict and build mutual understanding.
• Deliver constructive feedback that supports accountability, dignity, and performance improvement.
• Receive feedback professionally by managing emotions, seeking clarity, and applying a growth mindset.
• Navigate difficult conversations with coworkers, patients, families, supervisors, and leaders while preserving trust and professionalism.
• Apply communication strategies to realistic healthcare scenarios and create practical action plans for the workplace.

Part 3: Resolving Workplace Conflict & Strengthening Team Collaboration

• Apply structured conflict resolution strategies to workplace disagreements in healthcare settings.
• Resolve interpersonal and team conflict professionally while preserving working relationships.
• Strengthen interdisciplinary collaboration through clear communication, shared accountability, and mutual respect.
• Address incivility, disruptive behavior, and other unprofessional conduct using appropriate responses and escalation pathways.
• Use collaborative problem-solving and decision-making strategies to support safe, effective care.
• Promote psychological safety, professionalism, and healthy team culture in everyday practice.

Part 4: Building a Culture of Respect, Accountability & Collaborative Leadership

• Promote a culture of respect and psychological safety in healthcare settings.
• Lead difficult conversations and conflict resolution efforts without relying on formal authority.
• Coach colleagues and mentor others in professional communication and conflict management.
• Address high-stakes workplace challenges using collaborative, evidence-informed approaches.
• Use conflict trends and communication breakdowns to support continuous improvement.
• Develop a personal action plan for leadership communication and professional growth.

Program details

• Self-paced online program for healthcare professionals
• Program length: 10 hours, in four parts
• Includes graded assessments you must pass to complete the program
• Earn a downloadable Certificate of Completion upon successful program completion—ideal for documenting professional development and submitting to your employer for potential reimbursement
• Each certificate has a verification ID that employers can check at nahcp.com/verify

Program length describes the length of the program, not a number of continuing-education credits. Check with your employer or licensing board before submitting a program for credit or reimbursement.