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. Most recently Sean has managed the largest medical provider network in Australia and collaborates with more than 600 hospitals across the country to provide healthcare for 230,000 international students. 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 Chartered Institute of Procurement and Supply. Sean continues to provide leadership and strategic direction for all stakeholders to deliver the highest possible standards to exceed current and future healthcare needs.




30 Total Rating(s)

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suzanne roslyn mason
20 Apr 2019

it was a bit long

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19 Apr 2019


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Ze Liu
19 Apr 2019

understand people situation protective body language balance between all stakeholder's needs self awareness (control emotion) self protection open to communication maintain your options Emotional management what works breathing planning action evaluation reflection think and what is best thing to not inflame the situation not take side, listen to both side active listening pick up the battle keep balance between resources deal with the key ones good motivation cant always win, keep both side happy think about other options, what outcomes are

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Anita Carroll
18 Apr 2019

great information

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Diane douglass
17 Apr 2019

great topic enjoyed scenarios

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Elsa-Louise Beanland
15 Apr 2019

amazing content! 100% recommend

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mary lux
14 Apr 2019

This is a valuable resource to reinforce the importance of understanding what the potential basis of conflict and hostility. It also reinforces the notion that very little can't be solved through thoughtful and deliberate communication. This workshop recognizes the value and benefit of nursing experience in relation situation management

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Gladys Dube
12 Apr 2019

This source is valid and evidence based research. It added new information to my knowledge which I gained for a better outcome if I happen to experience a conflict in my day to day life .

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Maria Lou Reyna Lupas Anides
12 Apr 2019

No bias

Portrait of Jane Wilson
Jane Wilson
12 Apr 2019

excellent lecture exploring every possibility for excellent communication