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CONFLICT MANAGEMENT
Dental Practice Management
Katherine Jones, RDH, BS
Identify conflictUnderstand the cause and effect of conflictExamine various methods of conflict resolutionUtilize reflective listening and feedbackIncorporate management skills into team dynamics when conflict occurs
Learning Objectives
Identify Conflict
Can you think of a time in your life when conflict occurred?
Identify a situation in your personal or professional life in which conflict occurred. Discuss why the conflict occurred, how the situation was handled and what the outcome was.
Note to students: These situations may be chosen to be used as case studies and shared with classmates for assignment #2 (WIMBA meeting). No more than 1 page in length.
* To be emailed to the professors by Wednesday evening.
Cause of Conflict
A variety of backgrounds and experiences influence people’s beliefs and actions
People’s actions and ideas are not always compatible with one another’s
Discord of action and feeling occurs
almost every day in both personal and professional life
The outcome of conflict
depends on how it is
managed.
Effects of Conflict: Negative & Positive
Negative Effects of Conflict
Anger Stress Avoidance Resentment Employee turnover Reduced productivity A sense of
dissatisfaction Personal/organizational
loss
Positive Effects of Conflict
A shift in job responsibilities Stop habits that irritate
others Alternative ways of doing
things Employee retention A greater sense of
interdependence, trust, teamwork and social closeness
Increased job satisfaction, productivity
Meet the organization’s mission
Conflict Resolution Strategies
Definition Result Positive/Negative
Accommodating Living with the conflict and hoping it will go away or smooth over
No one Loses or Wins Negative
Competition The stronger/more forceful of the parties in
the conflict “wins”- bullying
One Wins/ One LosesResentment and
avoidance
Negative
Compromising Both parties give up part of what they want
through negotiation
Win some /Lose some Neither party is fully
satisfied with the result
Negative
Avoiding One of the parties leaves, quits, is sick or
stays away from troublesome person or
situation
No winners/No losersAnger, reduced
productivity, a sense of dissatisfaction,
personal/organizational loss
Negative
Collaborating Parties involved hammer out an agreement that is mutually satisfactory and does not require a great
sacrifice on anyone’s part. It provides a
growing experience, takes time.
Win/WinFosters a greater sense
of interdependence, trust, teamwork and
social closeness. Increased job
satisfaction, productivity and meets the
organization’s mission.
Positive
The goal of conflict resolution is collaboration in which all parties involved are appeased.
Collaboration
Click icon to add picture
Reflective ListeningReflective listening is a process that involves:
1) The listener seeks to understand the speaker's idea
2) The listener recaps the message using his own words to ensure that the idea was correctly understood
3) The person delivering the message then clarifies what they are saying to make certain communication is effective
Actively engage in the conversation
Empathize with the speaker
Reflect speakers emotional state with words and nonverbal communication
Summarize the message using the listeners own words.
Reflective Listening in Conflict Resolution
Clarify what has been decided and what decision has been
reached. If something is unclear or inaccurate it
can be addressed at that time.
Example:
“It sounds like you two have agreed upon a solution regarding XXXX. Let’s see if I understand. Whenever XXX you will XXX.”
Feedback
When you (specify behavior carefully), I feel (specify your reaction), because (give your reason and possible outcomes).
Example: “When you are late for your appointment, I feel anxious,
because I know I’ll be behind for all my patients the rest of the day.”
“When you come in a few minutes early, I feel really good about having hired you, because you seem like you really want to contribute to this practice.”
After giving a direct statement, wait for the person’s response.
Incorporate Management Skills Into Team Dynamics When Conflict Occurs
Steps in Conflict Management:
1) Early conflict prevention takes place during the interview process:
See if applicants belief’s lend to a team atmosphere Ask during interview how previous employer handled
conflict Develop and maintain cohesiveness of team through
verbal skills training and conflict resolution training
Steps in Conflict Management (Cont…)
2) Identify conflict - recognize that a problem exists
3) Understand cause and effect of conflict
4) Determine if conflict needs to be managed, or if the two people/parties involved can reach an agreement on their own
Role in Conflict Resolution (if conflict needs mediation):
5) Select a time to discuss the issue
6) Confrontation- Bring people together in an open atmosphere to clarify the nature of the conflict, and discuss the situation and a resolution Make sure that each of the people involved
can fully explain the other person’s point of view as well as his/her own
Ask for and help define a strategy for settling the conflict agreeable to all people involved
7) Monitor compliance with and effectiveness of the solution
Resources
Bolton, Robert. People Skills: How to Assert Yourself, Listen to Others, and Resolve Conflicts. New York: Simon & Schuster, 1986.
Kimbrough-Walls, Vickie J., and Charla J. Lautar. Ethics, Jurisprudence, & Practice Management in Dental Hygiene. Upper Saddle River, NJ: Pearson Prentice Hall, 2007.
Rattan, Raj, and George Manolescue. The Business of Dentistry. London: Quintessence Pub., 2002.
Woodall, Irene R., and J. Marvin. Bentley. Legal, Ethical, and Management Aspects of the Dental Care System. St. Louis: Mosby, 1987.