Navigating Conflict in Healthcare Environments

Time: 1:00 PM


December 13, 2022
1-2:30 p.m.



This program is complimentary for IHA members.

This webinar will not be recorded.

Register Online

Hospital workers are increasingly facing conflict and threatening behavior on the job. This reality has both individual and organizational implications, making effective conflict resolution a new and important tool for hospitals to spread organization-wide. To train hospital leaders and staff in conflict management, IHA is partnering with PAX Group, LLC on a complimentary webinar for members. PAX Group will lead the webinar, bringing expert guidance to help hospital leaders and staff engage in challenging circumstances and conversations with reliable information, skills and support to build a safe, healthy, resilient and prosperous culture.

The hour-and-a-half training will combine practical expertise, social psychology, wellness and resilience insights to create the PEACE Crisis and Conflict Navigation Model: Preparation, Empathy, Active Listening, Courage & Compassion, and Engagement. The model also frames crisis response through the lenses of time, team and talent, focusing on the critical phases for preparation, action, support and reporting—before, during and after challenging incidents.


Upon completion of this program, participants will be able to:

  • Understand how a healthcare organization can strengthen its preparation for critical incidents. 

  • Improve well-being, self-compassion and compassion.

  • Enhance performance in challenging circumstances.

  • Build organizational resilience in crisis response.

Who Should Attend

This program is designed for hospital leaders and staff involved with workplace safety and minimizing workplace violence. This may include: 

  • Clinical Nursing 

  • Emergency Preparedness/Safety

  • Facilities/Engineering

  • Hospital Operations 

  • Risk Management

  • Security 

  • Incident Command Team


Phil Andrew, Principal, PAX Group
With 30 years of professional expertise in building teams, strategies and cultures, Andrew works to navigate complex and dynamic relationships, projects and environments. He served over 20 years as a special agent with the FBI, specializing in crisis negotiation, undercover work, counterterrorism, national security, violence prevention, crimes against children and social media. Andrew has been deployed regularly on domestic and international kidnappings and hostage takings and has received numerous FBI and U.S. Department of Justice awards.

Andrew leads the Archdiocese of Chicago’s violence prevention initiatives, overseeing its safety programs and partnerships for 209 schools and 316 parishes. He is also an adjunct instructor of negotiation, business intelligence and leadership in DePaul University’s MBA program and the university’s Department of Management & Entrepreneurship.

Prior to the FBI, Andrew practiced law in Chicago and managed a violence prevention organization. He has received a U.S. House of Representatives Award for Outstanding Courage and Heroism and the Illinois State Bar Association Service Award.