POSSIBLE WAY OF COMMUNICATION AND CONFLICT MANAGEMENT IN HEALTHCARE INSTITUTIONS
POSSIBLE WAY OF COMMUNICATION AND CONFLICT MANAGEMENT MENTIN HEALTHCARE INSTITUTIONS

Author(s): RÁCZKEVY-DEÁK Gabriella
Subject(s): Politics / Political Sciences, Social Sciences, Communication studies, Sociology, Theory of Communication, Health and medicine and law
Published by: Carol I National Defence University Publishing House
Keywords: patient; conflict; aggression; health care; communication; hospital security;
Summary/Abstract: Nowadays, the frustration and fear caused by COVID-19 leads to aggressive manifestations in all areas. Perhaps even more common in healthcare institutions. However, often not only the fear of this virus, but inadequate communication from healthcare workers leads to aggressive actions. Patients respond in a variety of ways to a sudden change in health or functioning. While some of them are open and grateful for care, others may express strong emotions. Some emotions expressed by patients are more difficult for health care personal to deal with. Common difficult interactions include patient expressions of emotions such as anger, anxiety, and depression, as responses to crises. These emotions could cause violent actions in healthcare institutions. The paper presents communication methods and strategies used in health care and looks for answers such as why verbal and non-verbal communication mistakes can cause physical, and verbal aggression or conflict. It examines which communication method is more useful in dealing with conflict situations occurring in patient-doctor, nurse-patient interactions in health care. The article recommends types of communication. It highlights the importance of empathy since without it the conflict cannot be solved or it can only temporarily. The article also emphasizes that it would therefore be important to train staff in appropriate communication trainings as well as to practice these lessons in situational exercises.

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