Joanne D. Stadnik MMGMA Winter Conference March 2,...
Transcript of Joanne D. Stadnik MMGMA Winter Conference March 2,...
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Joanne D. Stadnik
MMGMA Winter Conference
March 2, 2016
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CONFLICT IS AN UNDER-RECOGNIZED
HIDDEN COST OF OVERHEAD
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CONFLICT… Can be an opportunity to grow
Can be a wonderful idea generator
Can be positive instead of negative
Does not need to end relationships
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First Degree Conflict
Second Degree Conflict
Third Degree Conflict
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First Degree Conflict
Relatively mild… but still
needs to be addressed in
order to avoid increased
heat (and impacts)
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Fairly harmless
Annoying but easy to deal with
Takes a little time to put out the “spark”
Examples include:
Love letters or “spank-o-grams” -- emails with a little bite
My nurse deserves the biggest raise or she will leave
Recurring scheduling errors: why can’t you train the staff right
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• Involves some cost to
the organization –
• Does not include loss
of productivity time
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Remember: Don’t let conflict
burn through your profits
Estimated $ Price Tag
(including benefit cost)
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New managers
“Admin–itis”
New elections – Board turnover
New shareholders
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Second Degree Conflict
Currently impacting workflow
and/or morale… which will take a
significant amount of time to
manage through
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When the situation does not include you – will be time consuming
When the situation does include you, the nerves start to kick in
Examples include:
Can I look at my nurse’s personnel file? (aka…need to know)
Provider dating an employee
Different degree of “love letter” – one that goes to all the partners
about a clinic issue (or worse…about you)
Employees going behind your back – directly to the providers
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Estimated range of Price Tag
(includes benefit cost)
Does not include the
emotional cost
Does not include loss of
productivity cost
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Remember: Don’t let conflict
burn through your profits
Estimated $ Price Tag
(including benefit cost)
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Third Degree Conflict
The most painful – and likely to result
in emotional wounds and/or turnover
within 12 months
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Examples include:
Anonymous letters written about you or someone in the
practice
Separate Board meetings held without you – diminishing trust
Secret meetings when you are gone on vacation
Management deciding to bring in a consultant to “help”
you – not a collaborative discussion
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Probably highly confidential…… yet will involve significantly more
involvement across a multitude of stakeholders
The highest degree of conflict…
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Remember: Don’t let conflict
burn through your profits
Estimated $ Price Tag
(including benefit cost)
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First Degree Second Degree Third Degree
Ouch!
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This is what your organization could invest in… instead
of $’s in conflict cost
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Specific examples of how you can better invest your time and $...
First Degree
Estimate of 2 Hours
New copier
Organizational ad
New provider announcement
Employee celebration
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Specific examples of how you can better invest your time and $...
Second Degree
Estimate of 10 Hours
New exam tables
Strategic planning retreat
Staff training
Additional staff CME
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Specific examples of how you can better invest your time and $...
Third Degree
New provider hire
More $$ per provider
Digital mammogram machine
New or remodeled office
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SO... WHAT NOW?
Learn to master conflict
or it will master you!
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The key is good governance
Look at every situation from a grounded or balanced point of view (the
“Neutral Zone”)
Be an objective observer – understand the real reason behind the
message
Ask – “how much time do we want to spend on this?”
Respect your adversary
Know when to end the conversation
Don’t lose your CONFIDENCE
Always protect yourself
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Have a Strategy Execute Some Tactics
Your contract
GIO or GO
30-60-90 Day Plan
Research: industry best
practices/success stories
Surround yourself with
trusted/inspiring colleagues
Vendors: thank you for
being there for us
Remember to breathe and
IGDS
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You are interesting to talk to – you can’t make this stuff up!
You are probably compensated well – and are paid to contribute
You can make great friends for life…who else truly gets you?
Changes in the industry can bring out your creative/innovative side
Bottom line: when it works, you can really make a positive impact
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And… Once you’ve lived through a second
or third degree conflict-burn…
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… You’ll know that you have made it in
healthcare – and are unstoppable!
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