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Team Conflict Resolution
Transcript of Team Conflict Resolution
Common causes of conflict
Conflict management styles
Conflict management style
Thomas & Kilmann's Conflict Model
Identify importance terms: team, conflict and team conflict resolution
Classify the types of conflict
Identify the common Causes of Conflict
Identify conflict outcomes
Evaluate the importance of conflict resolution
Analyse different styles of conflict management
Explore effective conflict resolutions
Understand the importance of teamwork in the contemporary health workplace
1. Listen with care
2. Don’t blame, accuse, demean, insult
3. Don’t try to determine who is right or wrong
4. Seek first to understand; respect each other’s point of view
5. Words and actions of disrespect can block communication
1. Choose a time when you aren’t angry or arguing (HALT model)
2. Create an effective atmosphere
3. Initial and opening comments are key
The importance of conflict resolution
Conflict - a misunderstanding or a disagreement, which results from different thoughts, values and feelings between two individuals or organization (Chan, Sit & Lau 2013)
Team - a group of people working together to achieve a common goal
Team conflict resolution - a process of resolving dispute or disagreement of a group by reconciling opposing arguments in a manner that promotes and protects the human rights of all parties concerned to accomplish a common goal
R • E • S • O • L • V • E
Types of team conflict
happens among individuals within a team
when a misunderstanding arises among different teams within an organization
Different interpretation of goals and objectives of a job
Different expectations and responsibilities
Differences in needs and priorities
Insufficient time to pass on information
Different levels of understandings
Ineffective verbal and written communication
Lack of resources
Lack of equipment and supplies
Insufficient staff and assistance
Different personal and moral values
Cultural and religious backgrounds
Different approach to completing a work
Lead to poor work satisfaction and outcomes
Creative force for change
Improve the quality and efficiency
Growth and change
increase job satisfaction
How to resolve conflict?
Specify the issue
Let it go
Evaluate after time
Specify the Issue
1. Define the conflict in clear, concrete terms
Be specific with who, what, when, where and why questions
2. Start sentences with “I” and not, “you”
Describe behaviors, feelings
3. Focus on behaviors or problems, not people
I want to understand what has upset you.
I want to know what you are really hoping for.
1. Open yourself up, really listen to understand
2. Be empathetic – try to imagine how the other person sees things
3. Explain how you see things
4. Discuss how you feel
5. After you exchange views, discuss any changes you have made in the way you see things or how you feel
Let it go
1. Leave your ego at the door
It’s not only about “you.”
2. Don’t let your pride win
It’s not a competition.
3. No place for anger
4. Forgiveness is a virtue
1. Seek areas of agreement
2. Take turns offering alternative solutions
3. Be non-judgmental of other’s ideas
4. Aware of consequences of each solution
5. Think and talk positively
6. Agree to a solution you both understand and can live with
Evaluate after time
1. Work out a way to check on how well the solution is working
2. Adjust the resolution if/when necessary
3. Share your success with others as a learning opportunity
Conflict is inevitable.
It is important to understand the contributions to conflict as well as conflict outcomes in order to possibly avoid negative but encourage positive conflicts outcomes
Health care professionals, especially nurses can use REASOLVE strategy to encourage positive team conflict resolutions
So... What are the main causes of conflict?
Conflict Management Course - Nursing Continuing Education (CE) - Nurse CE - CEUFast.com. 2014. Conflict Management Course - Nursing Continuing Education (CE) - Nurse CE - CEUFast.com. [ONLINE] Available at: http://www.ceufast.com/courses/viewcourse.asp?id=255. [Accessed 17 September 2014].
Conflict Resolution . 2014. Conflict Resolution . [ONLINE] Available at: http://rnjournal.com/journal-of-nursing/conflict-resolution. [Accessed 17 September 2014].
Better Health Channel 2014, workplace conflict, Victoria, viewed 4 September 2014, <http://betterhealth.vic.gov.au/bhcv2/bhcpdf.nsf/ByPDF/Workplace_conflict/$File/Workplace_conflict.pdf>.
Chan, J.C.Y., Sit, E.N.M. & Lau W.M, 2013, ‘Conflict management styles, emotional intelligence and implicit theories of personality of nursing students: A cross-sectional study’, Nurse Education Today, vol. 34, no. 34, pp.934-39.
North Carolina Technology Association, Conflict Management Styles, NCTA, United State, viewed 4 September 2014, <http://www.ncta-testing.org/conferences/2007/sessionmaterials/6D-Conflict%20Management%20Styles.doc>.
Almost, J. 2006, ‘Conflict within nursing work environments’ Journal of Advanced Nursing, vol. 53, no. 4, pp. 444-53.
Thanks to Google image!
Lack of resources
Jeonghee Lim 11777253
Zixiang Zhao 11663566
Thi Thu Thao Phan 11966874