CONFLICT RESOLUTION

CONFLICT RESOLUTION

• Conflicts are defined as states where two equally strong forces oppose each other

CONFLICT RESOLUTION

• Arise in situations where individuals and groups find that they are not getting what they need or want

Example:

• Marital conflict• Conflict among two colleagues• Medical students in conflict with hospital staff

Conflicts Arise When

• Poor communication• Power seeking• Dissatisfaction with management style• Weak leadership• Lack of openness

Conflict has the quality to

• Divert attention from main activities

• Undermine morale or self-concept

• Polarize people & groups• Reduce cooperation• Sharpen differences• Lead irresponsible &

harmful behaviour

CONFLICTS CAN BE PRODUCTIVE

• Conflicts can sometimes be productive when they are raised in the spirit to clarify & sort out important issues & problems

• In these circumstances it helps release tensions & emotions and builds cooperation through learning more about each other

COMMON CAUSES OF CONFLICT IN HEALTH SETTINGS

• Needs & wants not being met• Values are being tested• Perceptions are being questioned• Assumptions are being made• Knowledge is minimal• Expectations are too high• Personality, race, gender or social class differences

exist• Over-bearing & demanding attitude of patients &

their families

METHODS OF CONFLICT RESOLUTION

• Meet conflict head on• Set goals that lead to

win-win situation for both parties

• Free communication• Be honest about

concerns & reservations and verbalise them as early as possible

• Agree to disagree

METHODS OF CONFLICT RESOLUTION

• Aim at satisfaction of the group rather than the leader alone

• Let the negotiating team create solutions rather than vertically hanging over the solutions

• Discuss differences in values openly