Conflict Management

Conflict is:

Inevitable Necessary Useful

Todays Goals
Define Conflict and its properties Understand multiple approaches

to conflict management Reflect on your own approach to conflict Understand tools that may be used in conflict situations

What is Conflict?
Conflict is Perceived difference
needs, values and

goals

Part of a relationship Consequence of

growth change

Conflict is not Sign of a bad relationship Negative experience Mistake Struggle between right and wrong

Examples of Conflict
Generational change:
Housestaff clash with primary care providers

Technology driven change:

Upgrading to electronic medical records

Change in scope of practice:

Should we admit to the hospitalists?

Something just isnt fair:

What about our salaries?

Others

Advantages of Conflict
Diffuse more serious conflicts Stimulate search for new facts or solutions Enhance relationships Increase cohesiveness Conflict should be managed not eliminated

Disavantages of Conflict
Time consuming Disrupts progress/ problem solving Detracts from job at hand Keeps people apart; if unresolved Poor quality, lowers productivity Reduces team effectiveness

Types of Conflict
Intrapersonal Interpersonal

Intragroup

Intergroup

Sources of Conflict
Fear Dishonesty Boundaries Negligence Need to be right Miscommunication Mishandling conflict in the past Hidden agenda Revenge Fighting the last war

Small Group Work

Take 5 minutes to read the case study at your table and discuss the nature of the conflict presented REPORT OUT: What is the type and source of the conflict?

Conflict Management
The use of strategies and tactics to move parties toward resolution or at least containment of a dispute that avoids further escalation and relationship destruction.

Conflict Management 1
Identify critical information
Whose problem is this? What is the situation? Issues, history, players, stake holders

Conflict Management 2
What organizational factors are present?
Policy/procedure, culture, working

conditions What personal factors do I need to acknowledge? Personal issues, conflict resolution style, what pushes my buttons

Conflict Management 3
Personal inventory
What role does my behavior play in the

dynamic? What situational elements am I willing/able to change? What are my resource constraints? What matters to me - winning? The relationship?, specific outcome?

Conflict Management 4
Increase my effectiveness
Acknowledge my own feelings!! If not purely interpersonal separate

the problem and the people Focus on interests not positions Generate solution options Consider measurable outcomes Recognize successful conflict management

Conflict Management
Tailor your conflict management strategies to match situations with peers, supervisors or those that report to you.

Conflict Management: Peers

Shared interest/goals Non competitive approaches Solve this without involving others Set the ground rules early Consider humor Cultivate relationships at all times, not just during conflict

Conflict Management: Superiors

Present relevant data accurately/concisely Be explicit about what you want Be explicit about yourself Link your goal to their values/goals Acknowledge the constraints in their positions Understand organizational culture Dont expect gratitude or approval Dont cause them to lose face

Conflict Management: Subordinates

Match actions and words Assume they know more about you than you think Be explicit about expectations and consequences Give and accept feedback in private Deal fairly and objectively with poor performance Listen, learn [boomerang questions] Be a coach not a player

Small Group Work

Back to your case. In 15 minutes, discuss: Whose problem is this? What is the power dynamic? Who are the stake holders? What organizational factors are present? REPORT OUT: Give us the bullets in 1 minute.

Styles of Conflict
Successful leaders know their own preferred style of handling conflict, but vary their style to meet the needs of the situation..

Styles of conflict

Avoidance
You dont have a dog in this fight Cool down needed No chance for success Turn the other cheek
Missed opportunity to clarify issue Increases power differential

Disadvantages
Coward/pushover label
Overused in healthcare

Competition
True zero sum game Time constraints Opponent's only style Disadvantages
Sets power wins pattern Increases power differential

Not helpful in personal relationships

No ownership in the solution

Accomodation
Issue more important to the other party Graceful exit strategy Value the relationship Competition getting no where Disadvantages
You are a fixer/enabler Doormat Increase power differential

Compromise
Issue and relationship important Need temporary or expedient fix Collaboration falters Disadvantages
Focus on position/solution not issues Lose-lose rather than win-win May miss a systems solution

Collaboration
Need to build support for implementation Addressing complex problems Change needed for the solution Allows focus on goals, issues, values not positions or demands Disadvantages
Time consuming Both parties need to listen and learn Willingness to change Needs planning and team building

Communication Skills
LISTEN, LISTEN, LISTEN Respect Cultivate trust Stay clear, concise, positive Recognize body language Use I statements not you statements (avoid blame) Articulate your needs Acknowledge others needs LISTEN, LISTEN, LISTEN

Small Group Work

Back to your case. In 15 minutes, discuss: Discuss the pros and cons of each approach to your conflict. REPORT OUT: Give us the bullets in 1 minute.

Styles of Conflict
To proactively manage conflict, choose the collaborative approach whenever possible.

Successful Conflict Management

Reconsider your definitions of conflict Know your preferred style Vary your style based on situation Tailor your approach based on involved parties Proactively manage conflict anticipate Communication LISTEN