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Transcript of Conflict Resolution
Lindsay Keith PGY-4
Who are you?
type A personality
Why does conflict occur?
Racial inequality/cultural differences
Good ol' fashioned BAD DAY
Health Care Professional
responsibility for mistakes
avoids accusation in conflict
stays calm in tense situations
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...
"turn the other cheek"
service before self
What's In It For Me?
Define Acceptable Behavior
Conflict = Learning Opportunity
Hit Conflict Head-On
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
...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")
Cause is "determined"
Behavior directed at the "cause"
cause is not always clear
usually rapidly determined
often inaccurately reflects the true cause of your frustration
passive aggressive actions
hasty work environment
decreased job satisfaction
Can't We All Just Get Along?
lack of info
(Physicians tend to be emotionally unintelligent....)
The "golden rule":
Treat people like you want to
can be your best friend
your worst enemy
go off because your patient needs YOU
are now a part of the rest of your life - ANSWER THEM ...in a timely fashion
call your consultants and talk to them about the patient
expedite patient care
will happen, it is OK to be wrong...how you deal with it will reflect your character
it is NEVER...
ever, ever, ever
OK to lie
speaks louder than anything you could ever say
is given until you become un-respectable
may not remember a thing you say...
but they will ALWAYS remember how you made them feel
think before you speak, act or respond
Constructive Conflict Resolution
Ask 3 Questions
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
Listen closely and objectively
Abandon your idea if the other's is better
things I've learned in the past four years...