Voice over, Adam Mattaliano, Melissa Tamraz.

Conflict occurs in any workplace, and always needs to be carefully managed. In many ways, there is a greater potential for conflict to occur in an aged care environment than in a number of other workplaces. Relationships with residents or clients, their families and carers, other health professionals and managers of aged care services can require delicate balancing. There is generally a range of emotions and issues involved in the care of vulnerable people, and aged care workers often find themselves in positions where they need to think on their feet and deal with conflict effectively. This program serves as an excellent introduction to conflict in an aged care environment. It defines conflict in various forms, and explores conflicting situations specific to the aged care industry. A range of skills needed for conflict resolution are examined, and the program finishes with a look at behaviours that elicit resistance, and those that elicit cooperation. This program is an excellent learning resource for nurses, and students undertaking courses related to working in other roles in the aged care industry. It also serves as an engaging professional development aid for staff of aged care facilities.