SJT: Structured De-escalation & Managing Conflict Safely (passthemsra.com) - Free MSRA revision

This episode teaches you exactly how to manage anger, aggression and conflict using a structured, professional, safety-first approach aligned with GMC, NHS and NICE frameworks. You’ll learn the CALMER sequence, how to identify red-flag risks, how to set limits without escalating, and how to safely end a consultation while maintaining professionalism. Perfect for high-scoring MSRA SJT reasoning.0:00 Introduction & why conflict management matters00:28 High-stakes emotional scenarios00:55 GMC, NHS & NICE foundations01:30 Safety-first mindset02:05 Why anger = distress signal02:40 Separate person from behaviour03:15 Professional duties in conflict03:55 First action: environmental safety04:30 Get support early05:00 CALMER breakdown06:15 Acknowledge feelings vs behaviour07:05 Listening & mapping root cause08:00 Explaining limits clearly08:45 Offering realistic choices09:20 Alternative mnemonic: DE-ESCALATE10:00 Identifying red-flag risks10:40 When to involve security/police11:10 Common trap answers11:50 Gold-standard limit-setting phrases12:35 Ending consultation safely13:10 Documentation & incident reporting13:45 Staff wellbeing & debriefing14:20 Preparing for emotionally charged news• Safety overrides speed or convenience• CALMER = calm → acknowledge → listen → map → explain limits → resolve• Always scan environment & ensure an exit route• Never manage escalating aggression alone—support is professionalism• Choices restore control and reduce hostility• Avoid traps: arguing, matching volume, rash promises• End consultations safely with clear summaries and signposting• Document behaviour factually and complete mandatory incident reportsCALMERC – Calm tone & postureA – Acknowledge feelingsL – Listen & allow ventingM – Map the core issueE – Explain limitsR – Resolve with choicesLinks:• passthemsra.com – Complete MSRA revision, notes, mocks, flashcards• freemsra.com – Free podcasts, threads and rapid-learning guides• msra.io – Smart MSRA Qbank with analytics#MSRA #SJT #UKDoctors #MedicalRevision #passthemsra #freemsra #msraio #DeEscalation #CommunicationSkills #GMC