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Conflict Resolution

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by

Lindsay Fish

on 16 October 2013

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Transcript of Conflict Resolution

CONFLICT RESOLUTION
Lindsay Keith PGY-4
EVERYONE ELSE
YOU
Leader
Approaching Conflict
Who are you?
type A personality
hard working
determined
intelligent
driven
motivated
responsible
professional
mature adult
Why does conflict occur?
Opposing positions
Competitive tensions
Power struggles
Ego, Pride
Sexism
Racial inequality/cultural differences
Unreasonable expectations
Good ol' fashioned BAD DAY
Communication
Emotions
COMMUNICATION
Information
EMOTIONS
fatigue
taking criticism
personally
Health Care Professional
Leader
responsibility for mistakes
honest
honors commitments
good listener
empathetic, compassionate
avoids accusation in conflict
stays calm in tense situations
emotionally intelligent
Emotional Intelligence
self-aware
able to direct emotions appropriately
having good "people skills"
avoid getting involved with drama
slow to anger
quick to forgive/apologize
When emotional control is lost, even smart people become stupid...
kindness
"turn the other cheek"
compromise
service before self
What's In It For Me?
Define Acceptable Behavior
Conflict = Learning Opportunity
Hit Conflict Head-On
Importance Factor
Code of conduct - what will and will not be tolerated
Clearly defined job descriptions
Have and USE an organized chain of command
Disciplinary structure for inappropriate behavior
PREVENTION FIRST
...when it does occur, deal with it quickly, use "cool-off" period at your own discretion
understand motivations of the other person involved
help others achieve their objectives
THE PATIENT IS CARED FOR
PICK YOUR BATTLES
listen - you might actually learn from someone else
observe how others handle conflicts
learn from their examples (even if it is "what NOT to do")
conflict
Disagreement
Frustration
Cause is "determined"
Behavior directed at the "cause"
Destructive outcomes
PATIENT HARM
priorities
preferences
ideas
perspectives
beliefs
values
goals
strong emotion
cause is not always clear
Stimulus
usually rapidly determined
often inaccurately reflects the true cause of your frustration
passive aggressive actions
attitude
rude tone
raising voice
profanity
violence
staff harmed
hasty work environment
decreased morale
decreased productivity
decreased job satisfaction
LITIGATION
Can't We All Just Get Along?
lack of info
poor info
misinformation
Hierarchy
competence
retaliation
reputation
fear
intimidation
Clarity
penmanship
orders (CPOE)
language barriers
jargon
(Physicians tend to be emotionally unintelligent....)
The "golden rule":
Treat people like you want to
be treated
Nurses:
can be your best friend
or
your worst enemy
YOU DECIDE
Pagers:
go off because your patient needs YOU
are now a part of the rest of your life - ANSWER THEM ...in a timely fashion
Consults:
call your consultants and talk to them about the patient
expedite patient care
Mistakes:
will happen, it is OK to be wrong...how you deal with it will reflect your character
Lying:
it is NEVER...
ever, ever, ever
OK to lie
Body language:
speaks louder than anything you could ever say
Respect:
is given until you become un-respectable
People:
may not remember a thing you say...
but they will ALWAYS remember how you made them feel
gossip
rumors
slander
think before you speak, act or respond
Constructive Conflict Resolution
Ask 3 Questions
experience
professionalism
Do 3 Things
Say 3 Things
What do I expect to happen?
What do I think the other person expects?
Why do I have these expectations?
Make an "I" statement of concern
State the problem
Propose a solution using "we/let's" language
Stop talking
Listen closely and objectively
Abandon your idea if the other's is better
maturity
CONFLICT RESOLVED
EFFECTIVELY
PEARLS
things I've learned in the past four years...
Full transcript