1. Client Relationships Conflict and Care

2. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access to internal and external complaints mechanisms Accreditation Standards

3. Culture Principles People Process Analysis Commonwealth Ombudsman, Better Practice Guide to Complaint Handling, April 2009 The Commonwealth Ombudsman

4. BlueCross Culture Principles People ? Process Analysis

5. Our questions are Are our staff well prepared to meet the challenges of conflict and complaints? What is the impact of dealing with conflict having on our staff? The research

6. Process Questionnaire Interviews Appreciative Inquiry

7. Results Training Feelings about conflict Strategies People involved Time spent What I do when it is too much

8. Training Level of training Stand alone or component Hours of training

9. Feelings about conflict Feelings about being faced with a conflict Effect on attitude to work

10. Conflict Resolution Strategies Manage the situation Identify the issue Develop options Agree on a plan Implement the plan Monitor progress of plan Review the outcome & process

11. People involved The roles of people involved in conflict

12. Time spent on conflict Percentage of time spent on conflict

13. When it is too much Strategies people use to manage when a situation is too much

14. Next steps Take this research through the whole organisation Do Appreciative Inquiry processes