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Conflict Resolution: The Role of the Chief Resident

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Conflict Resolution: The Role of the Chief Resident

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  1. You receive an angry page from one of the discharge planning nurses. She has been asking your intern for the discharge paperwork for this patient since yesterday, and is furious that the intern has been rude and dismissive. She wants you to “deal with it”. There have been “issues” with this intern before…

  2. Conflict Resolution: The Role of the Chief Resident • The chief resident has a unique position- EVERYONE will come to you with issues (real or imagined) for you to fix – residents, nurses, faculty

  3. Far side cartoons (15887840) retrieved April 15, 2010 from Tigerdroppings.com

  4. Conflict Resolution: The Role of the Chief Resident Chief Resident Patient Advocate Resident Advocate

  5. Conflict Resolution: A Survival Guide Rule #1: Always get the whole story Rule # 2: That means a first hand account of ALL sides, if possible Rule # 3: Identify the “real issues”

  6. Conflict Resolution: A Survival Guide • Not every battle has to be your battle • Do not confuse “venting” with “real issues” • Take notes • BE FAIR • BE CONSISTENT

  7. Conflict Resolution: A Survival Guide • Listen • Listen • Listen • Don’t take sides • It’s usually a communication thing… • “Do the right thing for the patient”

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