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Cover image for lecture: How to Manage Hostility and Conflict

Lecture Overview

Working with difficult people invariably results in workplace conflict, not only with colleagues but with the public and patients too. This is likely to be detrimental to your health and wellbeing, and the patient/client's outcomes too. Watch this session and learn how clear communication and a cool head, when faced with hostility, can help YOU manage conflict better.


Portrait of Sean Smith
Sean Smith

Sean Smith has had the privilege of working in health care for three decades in more than a dozen countries around the world. Commencing his clinical career as a registered nurse, Sean progressed into hospital management, before spending eight years as the CEO of a large healthcare provider. Sean has built two healthcare businesses and consulted to industry around health informatics, healthcare management, and healthcare strategy. Sean is currently the CEO and DON of Mackay Private Hospital and Adjunct Senior Lecturer for Flinders University’s Master of Hospital Administration degree in China. Sean has experience with clinical and non-clinical systems planning, implementation, and deployment in Australia, New Zealand, Papua New Guinea, and the United Kingdom. With a passion for healthcare education, Sean has educated from university healthcare students in Australia to community health workers in Papua New Guinea. Sean provides clear, concise consultation through his experience in clinical management and information technology, to ensure projects are delivered with the best possible outcomes for all stakeholders, on budget and on time. His passions are strategy in health care, quality in clinical practice, and excellence in health management. Sean holds a Master of Business Administration, a graduate diploma in advanced nursing, and is a member of the Australian Health Practitioner Registration Authority, the Australian Institute of Company Directors, and the Health Informatics Society of Australia. Sean continues to provide leadership and strategic direction for all stakeholders to deliver the highest possible standards to exceed current and future healthcare needs. See Educator Profile


124 Total Rating(s)
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Donna Vidorin
29 Mar 2020

I found this education session very informative. It also gave me some confidence to be able to have the tools to hopefully resolve a conflict situation at work.

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Lauren walkington
16 Feb 2020

Great very informative valuable in all areas of life

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Liz Griffiths
31 Jan 2020

Useful introductory lecture. Would like more scenarios and language to talk down an verbally aggressive conflict

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Marie Forbes
31 Jan 2020

Topic was presented well with strong clear guidelines. Very easy to listen to and watch. The steps taken throughout the teaching were easy to understand and most helpful to practice

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Monique Vromans
22 Nov 2019

Very engaging presenter

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Miriam Kidd
29 Aug 2019

I felt it was delivered in a very succinct manner and allowed me to think of how I could improve my own practice with building blocks provided such as a simple technique as deep breathing.

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Rachel Delahenty
16 Jul 2019

Good lecture very informative

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Margaret Baltais
31 May 2019

Good lecture.

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Kay Johnson
31 May 2019

Good training tool

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Lisa Hannaford
30 May 2019