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  Black Blue GreenWhite Green RedGreen Aqua YellowYellow Pink Tan Red Yellow White

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Look at the chart:Say the Color not the word

It is a left /right brain conflict • The RIGHT brain tries to SAY the color

• The LEFT brain tries to READ the color

 

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By. Ms .S Peter

 CONFLICT

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What is conflict?

• A state of incompatibility of ideas between two or more parties or individuals( dict)

 Conflict management is the practice of identifying and handling conflict in a sensible, fair and 

efficient manner

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• Perception of mutual interference• A process that begins when goals of one party 

are frustrated by another• Requires interdependence/interaction

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What is Conflict?

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Types of conflict

• Inter-personal & intra-personal• Inter-group & intra-group

            (Departmental)

Competitive & Disruptive

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• Internal conflict – Person Vs self• External conflict – 

Person Vs Person, Person Vs Society, Person Vs Nature ( natural disaster) Person Vs Technology Person Vs Supernatural

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Types……….

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• Conflict can be between the same level  ( Nurses – Nurses ) • Between different level of groups( Nurses –Doctors , Patients , or other groups)

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• Conflict is a natural part of any team or relationship. 

• It can be healthy or unhealthy for the relationship, depending on how it is handled.

• When conflict is handled constructively, it promotes growth and problem solving. 

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• Scarce Resources• Conflicting attitude• Ambiguous jurisdiction• Communication barriers• Conflicting perceptions, ideas, or beliefs• Goals of parties are incompatible• Unresolved prior conflicts• Knowledge of self and others• Differences between people • Other structural factors (size, routines ,

specialization, reward systems) • Conflicting thoughts/needs within an individual

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 Conditions lead to conflict 

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• Not being a role model• Take credit, no recognition • Be judgmental• Subordinate should come to see me• Make yourself inaccessible to your team• Individual Vs team approach• Telling them? Consulting them? Or deciding with them?• Come tomorrow• Introduce change without consultation or discussion

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How to create conflict?

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• Poorly defined goals• Divergent personal values• Lack of cooperation/trust• Competition of scarce resources• Unclear roles/lack of                          job description

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General causes of conflicts in hospital situation 

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• Stress• Absenteeism• Staff turnover• De-motivation• Non-productivity

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Effects of conflict in organizations

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Conflict ProcessEvents lead to conflict 

Perceived conflict Felt Conflict

Manifest behavior

Conflict ResolutionOr Suppression

Resolution aftermath

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• Predict (Latent)  : conflict behaviour 

• Perceived  : person aware of the stressful situation exists

• Felt  : feelings and attitudes affect the conflict

• Manifest   : change of behaviour result from the earlier  stages

• Resolution: tension is reduced- negotiated, problem solved – mutual agreement 

• Aftermath: negotiation, peace and reconciliation  prevent reoccurrence of the conflict situation ---------

                   -- or reoccur and start again 

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Stages of conflict 

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Conflict Manageme

nt

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Conflict Resolution

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• Confront problems, communicate openly and respectfully with someone of opposing opinion

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•LOSE

•Win

• Competing

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Strategies to management conflict

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• Competition (win-lose situation)• Accommodation (win-win situation)• Avoidance (lose-lose situation)• Compromise (lose-lose situation)• Collaboration (win-win situation)

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Methods to deal with conflicts

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Lose-lose –Compromise–Bribes–Arbitration–General rule 

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• Consensus• Collaborating• Problem solving• Identify both the problem and each party's needs• Exploring alternative• Choosing the most acceptable• Planning• Defining role• Implementing   &•  Evaluating

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Win-win 

Conflict Table

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Win-Win Lose-Win

Win-Lose Lose-Lose

I win I lose

You win

You lose

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1. RUN---------- not comfort, not beneficial

2. Change your attitude Understand (other person’s) point of view – may be he have a problem with you or with your attitude)- Try to understand it

3. Change their attitude show them another anglehelp them see you as a person  

4. Take a stand your attitude is not their problem • You cannot change their attitude even after you try

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The strategies

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• Show disapproval• Take it seriously• Don’t let them make you feel guilty • Divide and conquer ( solving the problem                                    with group

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Quick tactics

Steps to resolve conflicts• Assure privacy• Empathize than sympathize• Listen actively• Maintain equity• Focus on issue, not on personality• Avoid blame• Identify key theme• Re-state key theme frequently• Encourage feedback• Identify alternate solutions• Give your positive feedback• Agree on an action plan

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Is friendly intervention by consent and invitation for settling differences between parties

The mediator plays several roles• Friendly intervener  by consent• Housekeeper• Ringmaster• Educator• Communicator• innovator ا

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Mediation

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•Positive climate•Define mediator role•Describe mediation process•Defines confidentiality•Answer question•Joint commitment

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Mediator action

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• Frequent meeting of your team• Allow your team to express openly• Sharing objectives• Having a clear and detailed job description• Distributing task fairly• Never criticize team members publicly• Always be fair and just with your team• Being a role model

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How to prevent conflicts

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A structured, assertive, communication approach for managing and resolving conflict.

D -- Describe the specific situation E -- Express your concerns about the actionS -- Suggest other alternativesC -- Consequences should be statedWhen to use it?• Whenever you have a personal conflict with another

health team member that threatens your ability to perform your job well—

•  Have timely discussion

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DESC Script

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• D- ‘When you scream at me in front of my co-workers about the delay in care, you’re making it personal’.

• E- ‘This reduces my credibility with the patients and undermines my authority with staff. I feel you don’t respect me.’

• S-’ If you are upset about delays or other patient care issues, pull me aside and I will address your concerns.’ 

• C- ‘If your outbursts continue we won’t have a working relationship, and patient care will suffer.’

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DESC Example

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• L- Listen • E- Empathize• E- Explain• N- Negotiate

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LEEN- Model for Conflict             Resolution

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• L-  “Can you help me understand why            you are  upset”. • E-  “That is understandable,  I can see why              you are upset”.• E-  “The reason we wanted to do this              was because—”• N- “ Let’s agree on a path forward”.

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Conflict with Patients/Families

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• L- “Can you help me understand how you see the  situation, how you are weighing the risks and benefits.”

• E-” I can see how you see it that way”.• E-” Let me explain how I see things.”• N-” Let’s put the patient first and agree on         a plan”.

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Conflict with Clinicians

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4 Magic phrases  at work you can use  to respond anything

•Tell me more •Why would you say that ?•Say that – why don’t you do that? •Ask that – why do you ask that ?

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Conflict is unavoidable• Complexity of organizational relationship• Interaction among workers• Dependence of workers on one another• Conflict is a healthy sign not a negative 

process• It reflects dynamics

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Conclusion

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• Poorly managed conflicts–Unfavorable with counter productive results–Problems and negative attitude

• Well managed conflicts– Stimulate competition– Identify legitimate differences–Powerful source of motivation

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Conclusion (Cont’d)

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THANK YOU ALL