Conflict Management

Conflict is:

InevitableNecessaryUseful

*Inevitable (among humans) Necessary (especially for change)Useful (for growth and development)

Todays GoalsDefine Conflict and its propertiesUnderstand multiple approaches to conflict management Reflect on your own approach to conflictUnderstand tools that may be used in conflict situations

What is Conflict?Conflict is notSign of a bad relationship Negative experienceMistake Struggle between right and wrong

Conflict isPerceived difference

needs, values and goals Part of a relationshipConsequence of

growth change

Examples of ConflictGenerational change:

Housestaff clash with primary care providersTechnology driven change:

Upgrading to electronic medical recordsChange in scope of practice:

Should we admit to the hospitalists?Something just isnt fair:

What about our salaries?Others

Advantages of ConflictDiffuse more serious conflictsStimulate search for new facts or solutions Enhance relationships Increase cohesiveness

Conflict should be managed not eliminated

Disavantages of ConflictTime consuming Disrupts progress/ problem solvingDetracts from job at hand Keeps people apart; if unresolved Poor quality, lowers productivityReduces team effectiveness

Types of Conflict

IntrapersonalInterpersonalIntragroupIntergroup

Sources of Conflict

FearDishonesty BoundariesNegligenceNeed to be rightMiscommunication

Mishandling conflict in the past Hidden agendaRevengeFighting the last war

Small Group WorkTake 5 minutes to read the case study at your table and discuss the nature of the conflict presentedREPORT OUT: What is the type and source of the conflict?

Conflict ManagementThe 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 1Identify critical information

Whose problem is this?What is the situation?Issues, history, players, stake holders

Conflict Management 2What organizational factors are present?

Policy/procedure, culture, working conditionsWhat personal factors do I need to acknowledge?Personal issues, conflict resolution style, what pushes my buttons

Conflict Management 3Personal 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 4Increase my effectiveness

Acknowledge my own feelings!!If not purely interpersonal separate the problem and the peopleFocus on interests not positionsGenerate solution optionsConsider measurable outcomesRecognize successful conflict management

Conflict Management

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

Conflict Management: PeersShared interest/goalsNon competitive approachesSolve this without involving othersSet the ground rules early Consider humorCultivate relationships at all times, not just during conflict

Conflict Management: SuperiorsPresent relevant data accurately/concisely Be explicit about what you want Be explicit about yourselfLink your goal to their values/goalsAcknowledge the constraints in their positions Understand organizational cultureDont expect gratitude or approval Dont cause them to lose face

Conflict Management: SubordinatesMatch actions and wordsAssume they know more about you than you think Be explicit about expectations and consequences Give and accept feedback in privateDeal fairly and objectively with poor performanceListen, learn [boomerang questions]Be a coach not a player

Small Group WorkBack 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 ConflictSuccessful leaders know their own preferred style of handling conflict, but vary their style to meet the needs of the situation..

Styles of conflict

High

Low

Competition Collaborate

Compromise

Avoidance Accommodate

Low

High

Cooperativeness

Assertiveness

AvoidanceYou dont have a dog in this fightCool down neededNo chance for successTurn the other cheek

DisadvantagesMissed opportunity to clarify issue Increases power differentialCoward/pushover label Overused in healthcare

CompetitionTrue zero sum game Time constraintsOpponent's only style

DisadvantagesSets power wins patternIncreases power differentialNot helpful in personal relationshipsNo ownership in the solution

AccomodationIssue more important to the other party Graceful exit strategy Value the relationship Competition getting no where

DisadvantagesYou are a fixer/enablerDoormatIncrease power differential

CompromiseIssue and relationship important Need temporary or expedient fixCollaboration falters

DisadvantagesFocus on position/solution not issuesLose-lose rather than win-win May miss a systems solution

CollaborationNeed to build support for implementationAddressing complex problemsChange needed for the solutionAllows focus on goals, issues, values

not positions or demandsDisadvantages Time consumingBoth parties need to listen and learnWillingness to changeNeeds planning and team building

Communication SkillsLISTEN, LISTEN, LISTENRespectCultivate trust Stay clear, concise, positive Recognize body languageUse I statements not you statements

(avoid blame)Articulate your needsAcknowledge others needs LISTEN, LISTEN, LISTEN

Small Group WorkBack 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 ConflictTo proactively manage conflict, choose the collaborative approach whenever possible.

Successful Conflict ManagementReconsider your definitions of conflict Know your preferred styleVary your style based on situation Tailor your approach based on involved partiesProactively manage conflict anticipate Communication LISTEN

*Inevitable (among humans) Necessary (especially for change)Useful (for growth and development)