Communication and Conflict Management Skills

Course Code: REL-IDD-0-CCMS

Hours: 0.75

Type: Online Course

Content Expiration Date: 12/31/2028

Learning Objectives:
Describe the communication cycle and its importance.
Identify up to seven ways to build rapport and increase understanding.
Identify up to nine communication roadblocks and strategies to avoid them.
Identify strategies to communicate effectively in a conflict.

Outline:
Section 1: Introduction

About This Course

Learning Objectives

Section 2: The Communication Cycle

Meet Tom and Samantha

What Went Wrong?

The Communication Cycle

Samantha’s Report

A Message Is More Than Words

What Should Tom Do?

Closing the Loop

Tom Talks with Samantha

Communication and DSPs

Review

Summary

Section 3: Building Positive Rapport

Build Rapport

Know Your Audience

Choose Your Method

Speak Respectfully

Listen to Understand

Monitor Body Language

Respect Cultural Differences

Communicating with People with IDD

Review

Summary

Section 4: Communicating in a Conflict

A Staff Meeting Gone Wrong

Communication Roadblocks

Roadblock: Forgetting Context

Roadblock: Making Demands

Causes of Conflict

Outcomes from Conflict

Coping with Conflict

Managing Emotions

Validate Feelings

Roadblock: The Four Horsemen

Other Roadblocks

Resolving Conflicts

Review

Summary

Section 5: Conclusion

Course Summary

Course Contributor

References

Subject Matter Expert: Katy Kunst, MBA, QIDP

Katy Kunst received her Bachelor of Arts in Psychology from the University of North Carolina at Chapel Hill, and her Master of Business Administration from Elon University. She has 15 years of experience serving people with intellectual and developmental disabilities and their supporters, including roles as direct support professional, program director, and training facilitator. She has created and facilitated training on topics including non-violent crisis interventions, person-centered planning, cultural competence, quality service delivery, regulatory compliance, and a variety of topics related to IDD services.

Target Audience:
The target audience for this course is: Direct Support Professionals (DSP); in the following settings: Intellectual Developmental Disabilities: Agency.

Relias Learning will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.

Relias Learning has a grievance policy in place to facilitate reports of dissatisfaction. Relias Learning will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias Learning at support@reliaslearning.com.

Course Delivery Method and Format
Asynchronous Distance Learning with interactivity which includes quizzes with questions/answers, and posttests.