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Course catalog > Patient Advocacy

Conflict Resolution  

This module of the PACP examines conflict from many perspectives. We begin with an examination of what constitutes conflict and follow with an in-depth look at its dynamics. Strategies for managing conflict are explored in detail. These strategies cover individual, group and organizational levels. The role and use of negotiation and mediation are covered as well. Discussion questions will help you apply the specific concepts to your role as a healthcare client advocate. The lessons will encompass the following topics:

• Causes, categories and dynamics of conflict

• Stages of the conflict process and resolution

• Skills individual professionals need to deal with conflict

• Dealing with conflict in groups, including negotiation

• Conflict resolution at the organizational level


Each of the 10 online modules in the Patient Advocacy Certificate Program are five weeks long and represent ten contact hours of total work averaging approximately two hours per week, with class size limited to 25 participants. Each module is available for five weeks, beginning at 12 noon EST on a Friday and concluding five weeks later. The registration deadline for each module is 5pm EST the Wednesday prior to the start of the module. You can participate 24/7 during each module, as you interact with colleagues and faculty through facilitated discussions monitored by the professor based on questions related to the material. A certificate of completion is mailed after successful completion of each of the ten modules (based on logging in regularly to participate in discussions each week, and completing all assignments and quizzes). Modules may be taken in any order, with the exception of Data Management and Measuring Patient Satisfaction, which we recommend to be taken as the last two modules. Once you complete all ten modules, you will receive a special certificate and letter documenting your successful completion of the Cleveland State University Patient Advocacy Program.

Click here for more detailed information on the entire Patient Advocacy Certificate Program.


Conflict Resolution
Item: NUSP19PAP0601 Grace Herwig
12:00 PM - 12:00 PM
Sessions: 0 D Location:
2/8/2019 - 3/15/2019 Fee: $189.00
ONLINE February 8 - March 15, 2019
Courses in the Patient Advocacy Program may be taken individually, however, only students who complete all ten courses will earn the Cleveland State University Patient Advocacy Certificate.

Noelle Muscatello
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