MDS Alert

These strategies can help prevent or resolve conflict.

Misunderstandings that escalate into personal conflicts can be costly in a busy nursing facility where the focus should be on resident care. Below social worker Francis Battisti shares 10 ways to really hear what someone is saying and find a way to get on the same page with the person.

1. Listen for the main point.

2. Avoid jumping to conclusions and making valuations.

3. Look for areas of agreement.

4. Get rid of distractions.

5. Control your emotions and your temper.

6. Show the speaker that you want to listen. Look and act interested.

7. Concentrate on what the speaker is saying.

8. Ask questions.

9. Empathize with the speaker.

10. Stop talking.