Centre for Policy on Ageing



The social worker-ombudsman partnership — using a resident-centered model of situational conflict tactics
Author(s)	H Wayne Nelson, F Ellen Netting, Ruth Huber
Journal title	Journal of Gerontological Social Work, vol 35, no 3, 2001
Pages	pp 65-82
Source	http://www.tandfonline.com
Keywords	Complaints [services] ; Advocacy ; Social workers ; Nursing homes ; United States of America.
Annotation	A tactical protocol is presented, to guide social workers and ombudsmen in explaining their conflict behaviour in fundamentally imbalanced power structures like nursing homes. It is argued that efficient case advocacy requires the selection of tactics based on the confluence of two conditional factors on a low to high continuum in the following priority: the urgency and severity of the resident's needs; and the facility's level of resistance. Seven possible influence tactics are presented within the broad strategies of relation-building, campaign/collaboration and contest. (KJ/RH).
Accession Number	CPA-020306214 A
Classmark	QLV: IQ: QR: LHB: 7T
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...from the Ageinfo database published by Centre for Policy on Ageing.