Using a Mediator's Toolbox: Reducing Clinical Conflict by Learning to Reconceive the "Difficult" Patient or Family

Area of Science:

• Medical Education
• Conflict Resolution
• Communication Skills

Background:

• Physician-patient conflict is common and requires specialized training.
• Mediator techniques offer a framework for managing clinical disputes.
• Effective conflict management is crucial for patient care and physician well-being.

Purpose of the Study:

• To introduce medical trainees to mediator techniques for managing clinical conflict.
• To assess the effectiveness of a workshop on clinical conflict management.
• To evaluate the applicability of mediator strategies in healthcare settings.

Main Methods:

• A workshop was conducted for medical students (virtual) and clinical fellows (in-person).
• Trainees learned and practiced two specific conflict resolution techniques.
• Participants' perceptions of workshop effectiveness were assessed via post-workshop surveys.

Main Results:

• Both virtual and in-person formats were utilized for training.
• High overall satisfaction scores were reported by participants (4.6/5.0 for virtual, 4.7/5.0 for in-person).
• Response rates for assessments were 53% for medical students and 60% for clinical fellows.

Conclusions:

• The workshop successfully equipped trainees with tools for managing bedside conflicts.
• Participants felt better prepared for challenging interactions with patients and families.
• Mediator-inspired conflict management training is valuable for medical education.