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Conflict among Healthcare Workers

Conflict among Healthcare Workers. Conflict Resolution Upper Peninsula Healthcare Conference November 12, 2009. Coaching for Results Susan Roll skroll@chartermi.net 906.280.2746. Conflict: The Basics. Definition of Conflict:. What are the benefits of raising conflict in the workplace?

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Conflict among Healthcare Workers

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  1. Conflict among Healthcare Workers Conflict Resolution Upper Peninsula Healthcare Conference November 12, 2009 Coachingfor Results Susan Roll skroll@chartermi.net 906.280.2746

  2. Conflict: The Basics Definition of Conflict: What are the benefits of raising conflict in the workplace? To the individual? and the organization? What are the costs of ignoring conflict in the workplace? To the individual? and the organization? What causes conflict? Characteristics of conflict? Upper Peninsula Healthcare Conference, 12 Nov. 2009

  3. Health Care: Special influences on Conflict Resolution Workforce Environment Hot Topic = Upper Peninsula Healthcare Conference, 12 Nov. 2009

  4. Conflict Modes: Decoded • Pay-Off: Helps preserve relationships • Penalty: Conflicts go unresolved • Pay-Off: Helps preserve relationships • Penalty: Not very productive • Pay-Off: Relationships are maintained while conflicts are resolved • Penalty: Solution are often less than ideal • Pay-Off: Fast and if “winner” is correct it’s a good choice • Penalty: Breeds hostility and resentment • Pay-Off: Everyone gets what they want (win-win) • Penalty: Time consuming and a great deal of effort Upper Peninsula Healthcare Conference, 12 Nov. 2009

  5. Conflict Styles __________( ) __________( ) • Candid • Acknowledges tough issues • Make it clear why you’re upset • Ask people to be up front • Provide reassurance • Acknowledge emotions • Express feelings • Communicate empathy • Give people space • Focus on facts • Determine the root of the problem • Sort out all issues • Find a compromise • Look out for people’s feelings • Communicate tactfully • Show flexibility ___________( ) ____________( ) Upper Peninsula Healthcare Conference, 12 Nov. 2009

  6. Conflict Resolution Actions • Listening • Thinking • Speaking Upper Peninsula Healthcare Conference, 12 Nov. 2009

  7. The Power of Questions Guidelines for use of questions: • Ask only essential or necessary questions • Have a reason beyond curiosity for asking • Be aware of how many questions you ask • Avoid beginning questions with “why” • Avoid double or grouped questions so the responder can focus on clear answers • We’ll just avoid “leading” questions, won’t we? • Watch your tone of voice (try for neutral) Question Types: • Open: “What happened?” • Focused: “What happened last night?” • Closed/Direct: “Did you sign this order?” • Leading Questions: “You already knew the answer when you asked the question, didn’t you?” Upper Peninsula Healthcare Conference, 12 Nov. 2009

  8. Conflict Resolution Strategies Individual Manager Organization Upper Peninsula Healthcare Conference, 12 Nov. 2009

  9. Consider Your Environment Behaviors in any organization tend to reflect the organizational culture – something that is built on the behavior of senior managers, executives and owners In my organizations, the senior managers, executives and/or owners resolve conflict through…. Tally up observations of conflict in your department for a day (then analyze) Upper Peninsula Healthcare Conference, 12 Nov. 2009

  10. Appendix Self-Assessment: Preferred Conflict Mode Be Specific: Acknowledge the wide ranges of human emotion Resources Upper Peninsula Healthcare Conference, 12 Nov. 2009

  11. My Conflict Mode Instructions: Listed below are 15 statements. Each strategy provides a possible strategy for dealing with a conflict. Give each a value (i.e., 5=Always, 4=Very often, 3=Sometimes, 2= Not very often, 1= Rarely, if ever.) Upper Peninsula Healthcare Conference, 12 Nov. 2009

  12. My Conflict Mode Scoring: The 15 statements you just read are listed below under five categories. Each category contains the letters of three statements. Record the number you placed next to each statement. Calculate the total under each category. Results: My primary style is _________________________________ (Your HIGHEST score) and my secondary style is_______________________________ (Your second Highest score) Upper Peninsula Healthcare Conference, 12 Nov. 2009

  13. Be Specific Anger Happiness Confusion Sadness Group the following words into their relevant emotion group and order them from least intense to most intense. Upper Peninsula Healthcare Conference, 12 Nov. 2009

  14. Resources The Conflict Resolution Toolbox by Gary T. Furlong, Wiley, 2005 (especially for mediators & managers) The Coward’s Guide to Conflict by Tim Ursiny, Sourcebooks, Inc., 2003 Crucial Confrontations by Patterson, Grenny, McMillan and Switzler, McGraw-Hill, 2004 Crucial Conversation by Patterson, Grenny, McMillan and Switzler, McGraw-Hill, 2002 Zapping Conflict in the Health Care Workplace by Dr. Judith Briles, Mile High Press, 2003 www.minurses.org www.vitalsmarts.com (newsletter has insights in how to say things/difficult conversation suggestions and analysis) www.workplacebullying.org Thomas-Kilmann Conflict Mode Instrument, an assessment tool to understand your preferred conflict mode Upper Peninsula Healthcare Conference, 12 Nov. 2009

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