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Ep. 30: Creating Environments Incompatible With Violence
5 Plays2 months ago
Violence in healthcare isn’t inevitable—it’s preventable. In this episode of Confidence in Conflict, Marcus (former healthcare security director) and Natalie (nurse practitioner and clinical team leader) break down the art and science of creating environments where violence simply doesn’t fit. From shaping a “Conflict Prevention Social Contract” to addressing operational friction points and designing spaces that promote safety, they share practical strategies backed by Vistelar’s proven framework. The conversation explores how culture, environment, and training intersect to make healthcare settings safer for staff and patients alike.
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Transcript
Introduction to Confidence in Conflict Podcast
00:00:04
Speaker
Welcome to Confidence in Conflict, the podcast for healthcare professionals who want to navigate challenging situations with skill, empathy, and control.
00:00:11
Speaker
I'm Marcus, and I'm here with my co-host, Natalie.
Creating Non-Violent Healthcare Environments
00:00:15
Speaker
Today, we're diving deep into a topic that's fundamental to everything we do in healthcare safety, creating environments that are incompatible with violence.
00:00:22
Speaker
Thanks, Marcus.
00:00:24
Speaker
This is such an important topic, and I'm excited to explore it with our listeners.
00:00:28
Speaker
When we talk about creating environments incompatible with violence, we're really talking about being proactive rather than reactive.
00:00:37
Speaker
It's about building systems, cultures, and physical spaces that naturally discourage conflict and violence before they ever start.
00:00:46
Speaker
Exactly.
00:00:47
Speaker
And what's fascinating is that this isn't just about adding more security cameras or hiring more security personnel.
00:00:52
Speaker
Though those certainly have their place, we're talking about something much more holistic.
00:00:56
Speaker
We're talking about creating a culture where violence simply doesn't fit.
00:01:00
Speaker
That's right.
Recognizing and Reducing Violence in Healthcare
00:01:01
Speaker
And before we go any further, I want to acknowledge something that our listeners in healthcare know all too well.
00:01:07
Speaker
Violence in healthcare settings is unfortunately common.
00:01:11
Speaker
Whether it's verbal aggression, physical threats, or actual physical violence, healthcare workers face these challenges daily.
00:01:20
Speaker
But here's what gives me hope.
00:01:21
Speaker
There are proven strategies we can implement that dramatically reduce these incidents.
Vistalar's Social Contract Concept
00:01:26
Speaker
Let's start with the foundation.
00:01:28
Speaker
Natalie, when we talk about Vistalar's approach to creating violent, incompatible environments, what are we really talking about?
00:01:35
Speaker
Great question, Marcus.
00:01:37
Speaker
At its core, we're talking about the concept of a conflict prevention social contract.
00:01:43
Speaker
Think about it this way.
00:01:44
Speaker
You know when you go into a library, there's this unspoken understanding that everyone keeps their voices down, right?
00:01:51
Speaker
You don't need a security guard standing over every person.
00:01:55
Speaker
Instead, the culture itself maintains the standard.
00:01:59
Speaker
If someone's being loud, other patrons feel empowered to politely ask them to quiet down.
00:02:05
Speaker
And if that doesn't work, the staff steps in consistently.
00:02:09
Speaker
That's a perfect analogy.
00:02:10
Speaker
So we're creating that same kind of social contract in health care settings, but instead of quiet voices, we're establishing that respectful, nonviolent behavior is the standard everyone maintains.
Staff Training and Inappropriate Behavior
00:02:20
Speaker
Exactly.
00:02:22
Speaker
And this social contract has several key elements.
00:02:25
Speaker
First, there's a clear definition of inappropriate behaviors.
00:02:29
Speaker
Everyone knows what crosses the line.
00:02:32
Speaker
Second, there's a zero tolerance policy for those behaviors, not just on paper, but in practice.
00:02:39
Speaker
Third, and this is crucial, staff are trained and empowered to respond consistently when they witness inappropriate behavior.
00:02:47
Speaker
Can you give us an example of what that consistent response looks like?
00:02:50
Speaker
Sure.
00:02:51
Speaker
Let's say a colleague is treating a patient dismissively or a visitor is being verbally aggressive towards staff.
00:02:57
Speaker
Instead of looking the other way or hoping someone else will handle it, staff are trained to intervene with something like, what's going on?
00:03:05
Speaker
That's not how we treat people here.
00:03:07
Speaker
It's direct but respectful, and it immediately reinforces the standard.
00:03:12
Speaker
I love that phrase.
00:03:14
Speaker
That's not how we treat people here.
00:03:16
Speaker
It's clear, it's value-based, and it immediately establishes the culture.
Six C's of Conflict Management
00:03:20
Speaker
Now let's talk about the practical side.
00:03:22
Speaker
What does this look like in terms of actual implementation?
00:03:26
Speaker
Well, it starts with what Vistalar calls the six C's of conflict management.
00:03:32
Speaker
And the first C is context.
00:03:34
Speaker
This is all about the preparation phase before we even engage with someone.
00:03:39
Speaker
It's about understanding the environment, the risks, and the approaches that will work best.
00:03:45
Speaker
So we're being proactive from the very beginning.
00:03:48
Speaker
Absolutely.
00:03:49
Speaker
And one of the most overlooked aspects of creating violence in compatible environments is addressing what we call operational issues.
00:03:59
Speaker
These are often the hidden triggers that cause frustration and escalate situations unnecessarily.
00:04:05
Speaker
What kind of operational issues are we talking about?
00:04:08
Speaker
Think about the common pain points in healthcare settings.
00:04:11
Speaker
Long wait times, complicated paperwork, bureaucratic processes that don't make sense to patients, unclear communication about delays or changes.
00:04:20
Speaker
These operational issues create the perfect storm for conflict.
00:04:24
Speaker
When someone's already stressed about their health or a loved one's condition, and then they're faced with additional frustration from the system itself, that's when things can escalate quickly.
00:04:35
Speaker
So by addressing these operational issues, we're essentially removing the fuel that feeds potential conflicts.
00:04:41
Speaker
Exactly.
00:04:42
Speaker
Some practical examples include eliminating or automating steps and processes wherever possible, streamlining decision-making procedures, proactively notifying patients about delays instead of waiting for them to ask, consistently offering assistance with forms and paperwork, and minimizing wait times through better scheduling and flow management.
00:05:04
Speaker
These seem like simple changes, but I imagine they can have a huge impact.
00:05:08
Speaker
They really can.
00:05:10
Speaker
And here's what's interesting.
00:05:11
Speaker
These operational improvements don't just reduce conflict.
00:05:15
Speaker
They also improve patient satisfaction, staff morale, and overall efficiency.
00:05:21
Speaker
It's a win-win-win situation.
Designing Calming Healthcare Spaces
00:05:24
Speaker
Let's shift gears and talk about the physical environment.
00:05:26
Speaker
How does the actual design of our spaces contribute to creating violence-incompatible environments?
00:05:32
Speaker
This is where we get into some really fascinating territory.
00:05:35
Speaker
The physical environment can either support or undermine our efforts to prevent violence.
00:05:41
Speaker
Think about it.
00:05:42
Speaker
If you're designing a space that's going to be calming and support positive interactions, what would that look like?
00:05:49
Speaker
Well, I'm thinking about visibility first.
00:05:52
Speaker
Clear sight lines so people don't feel isolated or cornered, and so staff can see what's happening throughout the space.
00:05:57
Speaker
Absolutely.
00:05:59
Speaker
Visibility is crucial.
00:06:01
Speaker
Open, well-lit spaces with clear sight lines help everyone feel safer.
00:06:06
Speaker
When people can see and be seen, it naturally reduces the likelihood of aggressive behavior.
00:06:12
Speaker
Nobody wants to act out when they know others are watching.
00:06:15
Speaker
And I'm thinking about flow and movement, making sure people aren't trapped in dead-end spaces, that there are always multiple exit routes available.
00:06:23
Speaker
Yes, and that connects to what Vistalar teaches about proxemics, the strategic use of distance, positioning, and movement to enhance safety.
00:06:32
Speaker
The 10-5-2 rule is particularly relevant here.
00:06:36
Speaker
At 10 feet, you can evaluate and exit if needed.
00:06:40
Speaker
At 5 feet, you can communicate or evade.
00:06:43
Speaker
At 2 feet, you can operate but need to be prepared to escape if threatened.
00:06:48
Speaker
So we're designing spaces that naturally support these safety principles.
00:06:52
Speaker
Exactly.
00:06:53
Speaker
And it's not just about the big design decisions.
00:06:56
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It's also about the details.
00:06:58
Speaker
Color schemes that are calming rather than agitating.
00:07:02
Speaker
Clear wayfinding so people don't get lost or frustrated.
00:07:06
Speaker
Comfortable seating that's positioned so people aren't forced to sit directly facing each other, which can feel confrontational.
00:07:14
Speaker
What about technology?
00:07:15
Speaker
How does that fit into creating violence-incompatible environments?
00:07:19
Speaker
Technology can be a powerful tool when used thoughtfully.
00:07:23
Speaker
We're talking about security monitoring systems, personal alarm devices for staff, access control mechanisms, and even communication systems that allow for quick response when situations escalate.
00:07:36
Speaker
But I imagine there's a balance to strike.
00:07:38
Speaker
You want people to feel safe, not surveilled.
00:07:41
Speaker
Absolutely.
00:07:42
Speaker
The goal is to create an environment where people feel protected and supported, not monitored and controlled.
00:07:50
Speaker
It's about using technology to enhance human connection and response, not replace it.
Training for a Non-Violent Culture
00:07:56
Speaker
Let's talk about the human element.
00:07:58
Speaker
How do we train staff to be part of this violence-incompatible environment?
00:08:02
Speaker
This is where the rubber meets the road.
00:08:05
Speaker
You can have the best policies and the most thoughtfully designed spaces, but if your staff aren't trained and empowered to maintain the culture, it won't work.
00:08:15
Speaker
What does that training look like?
00:08:16
Speaker
It starts with what we call be alert and decisive.
00:08:20
Speaker
Staff need to be constantly scanning their environment, watching for what we call gateway behaviors, threat indicators, and potential stressors.
00:08:29
Speaker
They need to trust their instincts and have a planned response.
00:08:32
Speaker
Can you break down what gateway behaviors and threat indicators look like?
00:08:37
Speaker
Sure.
00:08:38
Speaker
Gateway behaviors are those early warning signs that someone might be escalating.
00:08:43
Speaker
Things like raised voice, aggressive body language, pacing, clenched fists, or verbal threats.
00:08:49
Speaker
Threat indicators are more specific behaviors that suggest potential violence.
00:08:54
Speaker
Things like making direct threats, talking about weapons, or exhibiting paranoid thinking.
00:08:59
Speaker
And potential stressors?
00:09:00
Speaker
These are the environmental or situational factors that might trigger escalation.
00:09:06
Speaker
Long wait times, bad news about a diagnosis, financial stress, lack of privacy, feeling unheard or dismissed.
00:09:14
Speaker
When staff can recognize these stressors, they can often intervene before escalation occurs.
Understanding and Managing Conflict
00:09:20
Speaker
So it's about being proactive rather than reactive.
00:09:23
Speaker
Exactly.
00:09:25
Speaker
And once staff can recognize these warning signs, they need to know how to respond.
00:09:30
Speaker
This is where Vistalar's approach considerations come in.
00:09:34
Speaker
Before every interaction, staff should be thinking about their approach.
00:09:39
Speaker
What's the person's current emotional state?
00:09:42
Speaker
What environmental factors might be affecting them?
00:09:45
Speaker
How can I position myself safely while still being supportive?
00:09:49
Speaker
What about the actual conversation techniques?
00:09:52
Speaker
How do we de-escalate situations that are already heating up?
00:09:56
Speaker
This is where the universal greeting and active listening techniques become crucial.
00:10:01
Speaker
The universal greeting is about establishing immediate connection and respect.
00:10:05
Speaker
It's not just, can I help you?
00:10:08
Speaker
It's about genuine acknowledgement of the person and their situation.
00:10:12
Speaker
Can you give us an example?
00:10:14
Speaker
Sure.
00:10:15
Speaker
Instead of next, or what do you need?
00:10:19
Speaker
Try something like, good morning, Mr. Johnson.
00:10:22
Speaker
I can see you've been waiting, and I want to make sure we take care of you.
00:10:26
Speaker
What can I do to help?
00:10:29
Speaker
It's immediate acknowledgement, empathy, and an offer of assistance.
00:10:33
Speaker
That's so much more human and connecting.
00:10:35
Speaker
Right?
00:10:36
Speaker
And then active listening becomes critical.
00:10:40
Speaker
This isn't just hearing what someone is saying.
00:10:42
Speaker
It's demonstrating that you understand both the content and the emotion behind their words.
00:10:48
Speaker
It's reflecting back what you're hearing, asking clarifying questions, and showing genuine concern.
00:10:56
Speaker
What about beyond active listening?
00:10:57
Speaker
I know that's a VISTOLAR technique.
00:11:00
Speaker
Beyond active listening is when you need to gather more in-depth information to better understand and address the situation.
00:11:08
Speaker
It's about asking open-ended questions that help you understand not just what the person wants, but why they want it and what's driving their concern.
00:11:17
Speaker
Let's talk about when things do escalate despite our best efforts.
00:11:21
Speaker
How does our violence-incompatible environment approach handle those situations?
00:11:25
Speaker
This is where having a comprehensive response system is crucial.
00:11:29
Speaker
Even in the most well-designed environment with the best trained staff, sometimes conflicts will escalate.
00:11:35
Speaker
The key is having a graduated response that matches the level of the situation.
00:11:41
Speaker
What does that graduated response look like?
00:11:43
Speaker
It starts with persuasion and redirection techniques.
00:11:47
Speaker
If someone is refusing a request or becoming angry, we try to resolve it through skilled communication first.
00:11:55
Speaker
This might involve offering alternatives, finding common ground, or addressing underlying concerns.
00:12:01
Speaker
And if that doesn't work,
00:12:02
Speaker
Then we move to what VistaLar calls appropriate action.
00:12:07
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This might involve setting clear boundaries involving supervisors or, in extreme cases, involving security or law enforcement.
00:12:15
Speaker
But the key is that every escalation is met with the minimum necessary response.
00:12:23
Speaker
What about afterward?
00:12:24
Speaker
How do we handle the aftermath of a conflict?
00:12:27
Speaker
This is where service recovery becomes important.
00:12:30
Speaker
Even when we've had to take firm action, we want to end on a positive note and establish a foundation for future interactions.
00:12:38
Speaker
It's about acknowledging what happened, taking responsibility where appropriate, and moving forward constructively.
00:12:44
Speaker
Let's talk about measurement.
00:12:47
Speaker
How do we know if our violence-incompatible environment is actually working?
Measuring Success in Violence Prevention
00:12:51
Speaker
Great question.
00:12:52
Speaker
There are several metrics we can track.
00:12:54
Speaker
Obviously, we want to see reduced incident rates, fewer reports of verbal aggression, physical threats, or actual violence.
00:13:02
Speaker
But we also want to look at leading indicators.
00:13:05
Speaker
What kind of leading indicators?
00:13:07
Speaker
Things like staff confidence levels, patient satisfaction scores, employee turnover rates, workers' compensation claims, and even more subtle measures like the tone of interactions and the frequency of complaints.
00:13:21
Speaker
What about staff psychological safety?
00:13:23
Speaker
That seems like it would be a critical measure.
00:13:26
Speaker
Absolutely.
00:13:27
Speaker
When staff feel psychologically safe, when they know they're supported, trained, and backed up by their organization, they're more likely to intervene appropriately in difficult situations.
00:13:38
Speaker
They're also more likely to report concerns early before they become major problems.
00:13:44
Speaker
Let's talk about some real-world examples.
00:13:46
Speaker
Can you share some success stories of organizations that have implemented these violence-incompatible environment strategies?
00:13:53
Speaker
I can't share specific organization names, but I can tell you about some patterns we've seen.
00:13:59
Speaker
Healthcare systems that have implemented comprehensive violence prevention programs typically see a 40 to 60 percent reduction in workplace violence incidents within the first year.
00:14:10
Speaker
That's significant.
00:14:11
Speaker
It really is.
00:14:12
Speaker
And what's even more interesting is that these improvements tend to compound over time.
00:14:17
Speaker
As the culture becomes more established and staff become more skilled, the environment becomes increasingly stable and positive.
00:14:25
Speaker
What are some of the common challenges organizations face when implementing these strategies?
Overcoming Challenges in Implementation
00:14:30
Speaker
One of the biggest challenges is getting buy-in at all levels.
00:14:33
Speaker
It's not enough to have leadership support.
00:14:36
Speaker
You need frontline staff to believe in and implement the approach.
00:14:40
Speaker
And it's not enough to have frontline enthusiasm.
00:14:43
Speaker
You need leadership to provide the resources and support necessary for success.
00:14:48
Speaker
What about resistance to change?
00:14:49
Speaker
That's definitely a factor.
00:14:51
Speaker
Some staff might feel like they're being asked to become therapists or social workers when they signed up to be nurses or technicians.
00:14:59
Speaker
The key is helping them understand that these skills make their jobs easier and safer, not harder.
00:15:05
Speaker
How do you address that concern?
00:15:07
Speaker
By focusing on the practical benefits.
00:15:10
Speaker
When staff see that these techniques actually work, that they can prevent escalation, improve patient cooperation, and create a more positive work environment, they become believers.
00:15:22
Speaker
What role does leadership play in creating and maintaining these violence-incompatible environments?
Leadership's Role in Safety
00:15:27
Speaker
Leadership is absolutely crucial.
00:15:30
Speaker
They set the tone, allocate resources, and most importantly, model the behavior they want to see.
00:15:37
Speaker
If leaders are dismissive of concerns, don't follow through on policies, or fail to support staff when they implement these strategies, the whole system breaks down.
00:15:47
Speaker
What does good leadership look like in this context?
00:15:50
Speaker
Good leaders are visible, accessible, and consistently reinforce the values and standards they want to see.
00:15:57
Speaker
They celebrate successes, learn from failures, and continuously invest in their staff's development.
00:16:04
Speaker
They also recognize that creating a violence-incompatible environment is an ongoing process, not a one-time initiative.
Adapting Strategies to Different Settings
00:16:13
Speaker
Let's talk about special considerations for different health care settings.
00:16:17
Speaker
Are there unique challenges in emergency departments versus long-term care facilities, for example?
00:16:22
Speaker
Absolutely.
00:16:23
Speaker
Emergency departments deal with high stress, urgent situations, and people who are often in crisis.
00:16:30
Speaker
The violence-incompatible environment approach needs to account for that intensity while still maintaining safety and respect.
00:16:38
Speaker
What does that look like practically?
00:16:40
Speaker
In emergency departments, it might mean having dedicated staff trained in crisis intervention, clear protocols for managing agitated patients, and physical design elements that support rapid response.
00:16:53
Speaker
But the core principles remain the same.
00:16:56
Speaker
Respect, clear communication, and proactive de-escalation.
00:17:01
Speaker
What about long-term care facilities?
00:17:03
Speaker
Long-term care presents different challenges.
00:17:06
Speaker
You're dealing with residents who may have cognitive impairments, families who are grieving or stressed, and staff who develop long-term relationships with residents.
00:17:15
Speaker
The violence-incompatible environment approach needs to be more relationship-focused and trauma-informed.
00:17:22
Speaker
That makes sense.
00:17:23
Speaker
What about outpatient settings?
00:17:25
Speaker
Outpatient settings often deal with scheduling pressures, insurance issues, and people who are managing chronic conditions.
00:17:33
Speaker
The violence-incompatible environment approach here might focus more on operational efficiency and clear communication about wait times and procedures.
00:17:42
Speaker
Let's talk about training implementation.
00:17:45
Speaker
How do organizations typically roll out this kind of comprehensive approach?
00:17:48
Speaker
The most successful implementations start with a pilot program.
00:17:52
Speaker
Pick one unit or department, provide comprehensive training, and demonstrate success before rolling out organization-wide.
00:18:00
Speaker
This allows you to work out the kinks and create internal champions.
00:18:04
Speaker
What does the training curriculum typically include?
00:18:07
Speaker
It starts with the foundational concepts, understanding conflict dynamics, recognizing warning signs, and learning the basic de-escalation techniques.
00:18:17
Speaker
Then it moves into more advanced skills, like crisis intervention and appropriate action protocols,
00:18:23
Speaker
How long does it typically take to see results?
00:18:26
Speaker
Organizations usually start seeing improvements within 30 to 60 days of initial training.
00:18:32
Speaker
But creating a truly violence-incompatible environment is a long-term process that requires ongoing reinforcement and continuous improvement.
00:18:42
Speaker
What about refresher training?
00:18:44
Speaker
Refresher training is essential.
00:18:46
Speaker
These skills need to be practiced and reinforced regularly.
00:18:50
Speaker
Most successful organizations do quarterly refreshers and annual comprehensive reviews.
00:18:57
Speaker
Let's talk about the broader impact.
Benefits of Safe Environments
00:18:59
Speaker
How does creating violence-incompatible environments affect the overall healthcare experience?
00:19:04
Speaker
The impact goes far beyond just preventing violence.
00:19:07
Speaker
When healthcare environments are truly safe and respectful, patient satisfaction increases, staff retention improves, and the quality of care actually gets better.
00:19:18
Speaker
Why does the quality of care improve?
00:19:20
Speaker
When staff feel safe and supported, they can focus on what they do best, providing excellent patient care.
00:19:27
Speaker
They're not spending mental energy worrying about their safety or dealing with the aftermath of conflicts.
00:19:33
Speaker
They can be fully present with their patients.
00:19:36
Speaker
That makes complete sense.
00:19:38
Speaker
What about the financial impact?
00:19:40
Speaker
The financial benefits are significant.
00:19:42
Speaker
Reduced workers' compensation claims, lower turnover costs, fewer legal issues, and improved patient satisfaction scores all contribute to a healthier bottom line.
00:19:53
Speaker
But more importantly, you're creating a workplace works.
00:19:57
Speaker
People want to work, and patients want to receive care.
00:20:01
Speaker
As we wrap up, what would you say are the key takeaways for our listeners who want to start implementing these strategies?
00:20:08
Speaker
First, start with culture.
00:20:09
Speaker
You can't create a violence-incompatible environment without buy-in from leadership and staff at all levels.
00:20:16
Speaker
Second,
00:20:17
Speaker
Focus on the operational issues that create unnecessary friction.
00:20:22
Speaker
Third, train your staff comprehensively and support them consistently.
00:20:26
Speaker
Fourth, measure your progress and continuously improve.
00:20:30
Speaker
And remember that this is an ongoing process, not a one-time fix.
00:20:34
Speaker
Exactly.
00:20:36
Speaker
Creating and maintaining a violence-incompatible environment requires sustained effort and commitment.
00:20:42
Speaker
But the results—safer staff, more satisfied patients, and a more positive workplace culture—are absolutely worth it.
00:20:51
Speaker
What's one thing our listeners can do today to start moving in this direction?
00:20:55
Speaker
Start paying attention to the operational friction points in your workplace.
00:21:00
Speaker
Are there processes that consistently frustrate people?
00:21:04
Speaker
Are there communication gaps that create confusion?
00:21:07
Speaker
Are there environmental factors that contribute to stress?
00:21:11
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Once you identify these issues, you can start addressing them systematically.
00:21:15
Speaker
And remember, you don't have to do this alone.
00:21:17
Speaker
Organizations like Vistalar provide comprehensive training and support to help health care systems implement these strategies effectively.
00:21:24
Speaker
That's right.
00:21:25
Speaker
And the evidence is clear.
00:21:27
Speaker
Organizations that take a comprehensive approach to creating violence-incompatible environments see dramatic improvements in safety, satisfaction, and overall culture.
Embedding Violence Prevention in Culture
00:21:40
Speaker
Before we close, let's talk about sustainability.
00:21:43
Speaker
How do organizations maintain these improvements over time?
00:21:47
Speaker
Sustainability requires embedding these practices into the organization's DNA.
00:21:53
Speaker
It's not enough to do a training program and call it done.
00:21:56
Speaker
You need to integrate these principles into hiring practices, performance evaluations, policy development, and daily operations.
00:22:04
Speaker
What does that integration look like?
00:22:06
Speaker
It means hiring people who align with these values, evaluating staff on their ability to maintain respectful environments, creating policies that support these practices, and making violence prevention a part of everyone's job description, not just security's responsibility.
00:22:25
Speaker
As we conclude today's episode, I want to emphasize something important.
00:22:29
Speaker
Creating environments incompatible with violence isn't just about preventing bad things from happening.
00:22:34
Speaker
It's about creating the conditions where good things can flourish.
00:22:37
Speaker
Beautifully said, Marcus.
00:22:39
Speaker
When we create these environments, we're not just preventing violence, we're enabling healing, supporting families in crisis, and allowing healthcare professionals to do their best work.
00:22:51
Speaker
That's what this is all about.
00:22:53
Speaker
Thank you for joining us today on Confidence in Conflict.
00:22:56
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Remember, if you work in healthcare and want to face conflict with greater confidence, we're here to help.
00:23:01
Speaker
Until next time, keep building those violence-incompatible environments, one interaction at a time.
00:23:07
Speaker
This podcast uses synthetic voices to share VistaLars training and communication strategies.