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Professionalism/Customer Service in the Health Environment

Explore dimensions, approaches, and communication strategies to manage conflicts in health settings. Learn conflict resolution styles and theoretical perspectives to promote positive change and effective teamwork.

beverlyrodriguez
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Professionalism/Customer Service in the Health Environment

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  1. Professionalism/Customer Service in the Health Environment Unit 7 Handling Conflict

  2. Learning Objectives • Dimensions of conflict • Definition of conflict • Approaches used in conflict resolution • Conflict resolution styles • Communication strategies to resolve conflict • Sources and strategies addressing technical implementation conflict Health IT Workforce Curriculum Version 1.0/Fall 2010

  3. Dimensions of conflict • Conflict is a struggle • There needs to be interdependence between individuals for conflict to occur • Conflict contains an “affective element” • Conflict involves differences between individuals that they perceive to be incompatible Health IT Workforce Curriculum Version 1.0/Fall 2010

  4. Conflict Creation and Resolution • Conflict creates a need for change and also occurs as a result of change • Expect to find conflict in health care organizations • Our goal should be to manage conflict as well as produce positive change from the conflict Health IT Workforce Curriculum Version 1.0/Fall 2010

  5. Conflict Defined “Conflict is a felt struggle between two or more interdependent individuals over perceived incompatible differences in beliefs, values, and goals, or over differences in desires for control, status, and affection.” (Northouse & Northouse, Health Communication Strategies for Health Professionals, 1998). Health IT Workforce Curriculum Version 1.0/Fall 2010

  6. Conflict as a Three Legged Stool Conflict has been examined from three perspectives • Personal conflict • Interpersonal conflict • Social conflict Health IT Workforce Curriculum Version 1.0/Fall 2010

  7. Major Distinctions of Conflict Two major distinctions of conflict • Conflict over content issues • Conflict over relationship issues Health IT Workforce Curriculum Version 1.0/Fall 2010

  8. Conflict Over Content Issues Content conflict refers to disagreements surrounding • Beliefs and values • Goals • Procedural conflict • Substantive conflict Health IT Workforce Curriculum Version 1.0/Fall 2010

  9. Conflict Over Relationship Issues • Conflict and issues of self-esteem • Conflict and issues of control • Conflict and issues of affiliation Health IT Workforce Curriculum Version 1.0/Fall 2010

  10. Theoretical Perspectives of Conflict • Game theory • Conflict resolution theory Health IT Workforce Curriculum Version 1.0/Fall 2010

  11. Filley’s Six Step Conflict Model • Antecedent conditions • Ambiguous roles, not enough time • Competition for scarce resources • Barriers to communication • Required interdependence • Joint decision making needed • Many constraints and unresolved prior conflict Health IT Workforce Curriculum Version 1.0/Fall 2010

  12. Filley’s Six Step Conflict Model • Antecedent conditions • Felt conflict • Perceived conflict • Manifest behavior • Conflict resolution or suppression • Resolution aftermath (Filley, 1975) Health IT Workforce Curriculum Version 1.0/Fall 2010

  13. Conflict Resolution Three broad categories are often used to resolve conflict. • Win-lose strategies • Lose-lose strategies • Win-win strategies Health IT Workforce Curriculum Version 1.0/Fall 2010

  14. Resolution Aftermath Resolution aftermath relates to the outcome of the resolution process • If the process is solved in positive manner participants will have good feelings about themselves and the other party • If the conflict is resolved in a non productive style participants will have negative feelings about themselves and each other Health IT Workforce Curriculum Version 1.0/Fall 2010

  15. Further Conflict Resolution Approaches • Differentiation • Face-saving • Fractionation Health IT Workforce Curriculum Version 1.0/Fall 2010

  16. Individual Level Conflict Styles • Avoidance • Competition • Accommodation • Compromise • Collaboration Health IT Workforce Curriculum Version 1.0/Fall 2010

  17. Individual Level Conflict Styles • Avoidance • Competition Health IT Workforce Curriculum Version 1.0/Fall 2010

  18. Individual Level Conflict Styles • Avoidance • Competition • Accommodation • Compromise Health IT Workforce Curriculum Version 1.0/Fall 2010

  19. Individual Level Conflict Styles • Avoidance • Competition • Accommodation • Compromise • Collaboration Health IT Workforce Curriculum Version 1.0/Fall 2010

  20. Summary • Dimensions of conflict • Definition of conflict • Approaches used in conflict resolution • Conflict resolution styles • Communication strategies to resolve conflict Health IT Workforce Curriculum Version 1.0/Fall 2010

  21. The material for this unit has been adapted in part from the following source • Northouse, L. L., & Northouse, P. G. (1998). Health Communication: Strategies for health professionals (3rd ed.). Stamford, CT: Appleton and Lange. ISBN 0838536808 Health IT Workforce Curriculum Version 1.0/Fall 2010

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