Training Course on Mastering Healthcare Negotiations & Conflict Resolution

Module 1 – Foundations of Healthcare Negotiations and Conflict Resolution
Theoretical Concepts:
Introduction to negotiation theory: distributive vs. integrative bargaining.
Conflict resolution frameworks: interest-based, collaborative, and mediation models.
Sources of conflict in healthcare: hierarchical structures, interprofessional roles, patient-provider dynamics.
The role of ethics and fairness in negotiations.
Practical Application:
Self-assessment: personal negotiation style.
Case discussion: a nurse-physician conflict scenario.

Module 2 – Communication, Emotional Intelligence, and Relationship Building
Theoretical Concepts:
Active listening, empathy, and non-verbal communication.
Emotional intelligence (EQ) and its impact on conflict management.
Building trust and rapport in high-pressure environments.
Cultural competence in healthcare negotiations.
Practical Application:
Role-play: delivering difficult feedback to a staff member.
Workshop: using EQ strategies to diffuse escalating situations.

Module 3 – Negotiating in Complex Healthcare Environments
Theoretical Concepts:
Negotiating with patients and families over treatment options.
Contract negotiations with vendors, insurers, and suppliers.
Labor and union negotiations in healthcare organizations.
Managing resource allocation disputes in hospitals.
Practical Application:
Simulation: multi-party negotiation between hospital management and union leaders.
Case study: negotiating with pharmaceutical companies over pricing.

Module 4 – Conflict Management, Mediation, and Problem-Solving Skills
Theoretical Concepts:
Mediation techniques and the role of third-party neutrals.
Collaborative problem-solving frameworks.
Conflict de-escalation strategies.
Designing conflict resolution systems within healthcare organizations.
Practical Application:
Exercise: mediating a dispute between two clinical departments.
Group activity: develop a conflict management protocol for a healthcare facility.

Module 5 – High-Stakes Negotiations and Sustaining Collaboration
Theoretical Concepts:
Handling negotiations with regulators, government agencies, and payers.
Ethical dilemmas in negotiations: balancing cost vs. quality care.
Leading negotiations in crises (e.g., pandemics, strikes, disaster response).
Building a long-term culture of collaboration and continuous improvement.
Practical Application:
Capstone Project: Participants engage in a mock high-stakes negotiation involving multiple stakeholders.
Presentation: design a conflict resolution and negotiation strategy for their organization.