Handling Difficult Conversations Webinar – RM Barney Poole Leadership Academy


Date: Thursday, June 1, 2017
Time: 7pm – 8pm ET
PTAG Member Fee: $20      Non-Member: $30
CCH (formerly known as CEU): 1
Speaker: Jennifer Green-Wilson PT, MBA, Ed.D
Location: GoToWebinar
Registration Deadline: Thursday, June 1st (Register Before 3:00pm ET)

Program Title: Handling Difficult Conversations

Course Description & Objectives

When was the last time you needed to have that “difficult conversation” with someone? How did you handle it? Did you deal with this conflict directly to resolve it? Or, did you avoid it, hoping it would just go away? Interpersonal conflict between individuals that work together in teams is the most frequent type of conflict in the workplace (Wood et al., 2003, p. 598). Interpersonal conflict is an inherent part of human interaction, frequently embedded in routine day-to-day living and it may flourish significantly during times of rapid or disruptive change.  Interpersonal conflict can range from overt, sustained fighting between individuals or groups to situations of short-lived tension or disharmony. Sometimes people try to tip-toe around conflict.  Other times, people do not manage it well or they are not able to resolve it to an acceptable resolution.  Sources of interpersonal conflict may include: distrust, lack of respect, lack of being included, lack of communication or miscommunication, as well as, power issues that may stem from hierarchical/vertical relationships or from poor relationships resulting from poor professional interactions or from ineffective interpersonal skills.

Healthcare professionals must become proficient at working with interpersonal conflict – either to resolve it, reframe it, or even to orchestrate it in order to strengthen teamwork and collaboration in clinical practice. Conflict can be transformed in a positive way when individuals, engaging in the conflict, make room for valuing both differences and similarities (or areas in common).  Transforming conflict requires individuals to have an awareness of self, an awareness of others, and then, to value both equally. 

In this leadership program, participants will develop skills to leverage and deal with conflict effectively.  We’ll use the collective needs and real world challenges faced by program participants to apply new strategies for reframing and transforming conflict.

Learning Objectives:

  1. Identify sources of interpersonal conflict in healthcare.
  2. Self-assess conflict management styles.
  3. Discuss ways to reframe conflict.
  4. Develop skills for orchestrating difficult conversations. 

Speaker Bio:

Jennifer E. Green-Wilson, PT, MBA, Ed.D is a principal of the Institute for Business Literacy and Leadership (or, the Leadership Institute); formerly the Director of the Institute for Leadership in Physical Therapy (LAMP) for HPA the Catalyst of the American Physical Therapy Association (APTA), as well as a member of the Private Practice Section (PPS) Education Committee of the APTA.  Recently serving as a Director on the Board of Directors of the APTA, she speaks nationally and internationally on topics related to leadership, business literacy, and management in health care, has been invited to submit short articles for APTA’s ‘Business Sense’ section of PT in Motion, and was awarded a national research grant from the HPA Section in 2009. Additionally, she was awarded HPA the Catalyst’s LAMPLighter Leadership Award in February 2014.  Dr. Green-Wilson works with several entry-level physical therapist programs and diverse health care organizations across the country, helping to strengthen the development of practice management, business literacy, and leadership skills at entry-level and in contemporary practice.  She is experienced in igniting faculty development efforts in order to implement sustainable change and innovation in education and has been working with F.A. Davis on a new leadership textbook for physical therapist students.  Dr. Green-Wilson also serves as the Chair of the Board of Directors of Rochester Hearing and Speech Center in Rochester, New York.  Dr. Green-Wilson holds an Ed.D. degree in Executive Leadership from St. John Fisher College in Rochester, NY, a MBA degree from the Rochester Institute of Technology, and a BS degree in physical therapy from Queen's University in Kingston, Ontario, Canada.