如何与老年人沟通化解冲突
How to communicate and resolve conflicts with elderly people
步骤1 工作准备
Step 1 Work Preparation
（1）护理员准备
(1) Nurse Preparation
1）开展沟通前，做好个人礼仪，保持神态平静；
1) Before conducting communication, maintain personal etiquette and maintain a calm demeanor;
2）探寻冲突原因，设定沟通目标。了解冲突过程、老年人的基本情况，以便找出解决矛盾冲突的方法。明确发生冲突的具体时间、地点、过程；
2) Explore the causes of conflicts and set communication goals. Understand the conflict process and the basic situation of the elderly in order to find ways to solve conflicts. Clarify the specific time, location, and process of the conflict;
3）请医护人员到现场，随时观察老年人的情绪及生理指标。
3) Please ask medical staff to come to the scene and observe the emotional and physiological indicators of the elderly at any time.
（2）环境及物品准备
(2) Environment and item preparation
1）选择冲突调解场所。可选在专门的洽谈室或机构管理者的办公室。场所应光线良好，温湿度适宜，可保障隐私性；
1) Choose a conflict resolution venue. Optional in a dedicated negotiation room or in the office of the institutional manager. The place should have good lighting, appropriate temperature and humidity, which can ensure privacy;
2）配备软枕、靠垫、装饰画、鲜花等能让老年人感觉温暖、舒适的物品；
2) Equipped with soft pillows, cushions, decorative paintings, flowers and other items that can make the elderly feel warm and comfortable;
3）如果需要，可配备有生命体征监测的仪器或设备，如血压测量计、听诊器等；
3) If necessary, instruments or equipment for monitoring vital signs can be equipped, such as blood pressure gauges, stethoscopes, etc;
4）准备好记录本和笔，或者是录音笔。得到当事人允许后才可以使用。
4) Prepare a notebook and pen, or a recording pen. It can only be used with the permission of the parties involved.
步骤2 实施沟通
Step 2 Implement communication
（1）引导老年人离开冲突场所。强烈的负面情绪会引发身体不适，为避免老年人发生意外，可引导老年人离开冲突发生的地方，有助于转移其注意力；
(1) Guide the elderly to leave the conflict zone. Strong negative emotions can cause physical discomfort. To avoid accidents for the elderly, guiding them away from the conflict area can help divert their attention;
（2）安抚情绪，规避风险。如果老年人表现出拒绝沟通、大喊大叫、无端仇视周围的人，甚至摔东西或殴打护理员，应对方式有两种：
(2) Soothing emotions and avoiding risks. If elderly people exhibit refusal to communicate, shouting, unjustifiable hostility towards others, or even throw objects or beat caregivers, there are two ways to cope:
1）*种，暂时采取不理睬、回避的态度，让老年人自行调节情绪；
1) * adopt a temporary attitude of ignoring and avoiding, allowing the elderly to regulate their emotions on their own;
2）第二种，如果回避引起老年人更强烈的情绪和行为，需要对老年人做出正面反应，如主动倾听、了解和分析老年人愤怒和激动的原因，让其把情绪宣泄出来。
2) The second type is to avoid causing stronger emotions and behaviors in the elderly, and to respond positively to them, such as actively listening, understanding and analyzing the reasons for their anger and excitement, so that they can vent their emotions.
（3）满足老年人的心理需求。缓解冲突时，应让老年人感受到自己没有被针对，维护他们的自尊心。
(3) Meet the psychological needs of the elderly. When alleviating conflicts, elderly people should feel that they have not been targeted and maintain their self-esteem.
1）满足老年人的被关注需求。采用“我们和您一起解决这个问题”“我们会帮您反映”等类似的语句，让老年人感到自己被关注，情感得到满足；
1) Meet the attention needs of the elderly. Using phrases such as' we will solve this problem with you 'and' we will help you reflect 'to make the elderly feel cared for and emotionally satisfied;
2）满足老年人的好胜心需求。许多老年人不服老，往往以自己的家庭条件、子女身份、社会地位等作为参照，认为自己与众不同，好胜心极强。在调节冲突时，可从其家庭、子女等角度夸赞、肯定老年人。
2) Meet the competitive needs of the elderly. Many elderly people do not accept aging and often refer to their family conditions, child status, social status, etc., believing that they are unique and highly competitive. When adjusting conflicts, the elderly can be praised and affirmed from the perspectives of their family, children, etc.
（4）采用有效的沟通技巧
(4) Adopting effective communication skills
1）不要使用术语，避免运用复杂的语言。在不影响自己要表达的思想前提下，话说得越简单越好。尽量不用当下的流行语，如果必须要用，可以做一个简单的补充说明。不能用句子成分结构过于复杂的话语，因为老年人可能理解不了；
1) Do not use terminology and avoid using complex language. The simpler the words, the better, without affecting the ideas you want to express. Try not to use current buzzwords as much as possible. If necessary, you can provide a simple supplementary explanation. Words with overly complex sentence structures should not be used, as elderly people may not be able to understand;
2）避免将个人的意见*化。应对冲突时，尽量客定送水  铜鼎铜钟 淤泥固化设备 化粪池钢模具 拱形骨架模具 保定代理记账 保定道闸
观阐述自己的意见，切勿抬高自己而贬低他人，或只谈自己忽略他人。例如，不能说:“您就必须听我的!”；
2) Avoid objectifying personal opinions. When dealing with conflicts, try to objectively express your opinions and avoid elevating yourself and belittling others, or only talking about yourself and ignoring others. For example, you cannot say, "You must listen to me;