Analysis of Conflict
Interpersonal conflict is the interaction of personal or functional human factors in an organization (Bercovitch, 1983). Definitely, each individual is different from others and people are not identical. Dr. Jones is different from Cindy in personality, work and thoughts. Being a senior physician can bring an attention to his qualities and skills but still a conflict has occurred due to their different thoughts, attitudes, standards and needs. Each individual has a role to do in a healthcare organization which involves Dr. Jones as a senior physician and Cindy as a receptionist. In workplace, there are scopes of practice and work expectations that need to be fulfilled with great performance. However, the role of Dr. Jones was incomplete to meet work expectations and patients’ needs which led to functional conflict to occur. Physicians need to be aware of professional code of ethics, follow healthcare policies and adhere to clinical practice guidelines for better healthcare delivery (Cabana et al., 1999).
Interpersonal disagreements between people can lead to disruptive actions and negative outcomes (Burnett, 1993). An affective conflict occurred when Cindy realized that Dr. Jones was leaving the clinic asking her to reschedule appointments for patients who were waiting more than three months to see him. Her disagreement was based on ethical considerations of patients’ rights and healthcare standards of the hospital. Affective conflict is considered disruptive and causing frustration (Myers & Anderson, 2008). Awareness about code of ethics will guide physicians’ clinical practices and will encourage them to work in professional manners to decrease the influence of conﬂict (Zakari, Al Khamis & Hamadi, 2010).
Dr. Jones was continuously cancelling his confirmed appointments and leaving clinic early which indicates it is also a relationship conflict. A relationship conflict is an emotional conflict related to disagreement derived by interpersonal incompatibilities that involves personality, attitudes, respect and honesty (Zhang & Zhang, 2012). A relationship conflict can repeatedly occur in interactions resulting in dissatisfaction and decrease performance (Zhang & Zhang, 2012). His frequent negative behaviors have a clear negative affect on Cindy in which she was angry and immediately called her manger. To maintain good teamwork and positive patients’ experiences, strong conflict management and resolution strategies are needed once conflict occurs.
An observation of an employee violating policies, not adhering to hospital standards or not fulfilling job requirements need to be documented and discussed to find solutions. Then, to be escalated properly to supervisors for investigations and interventions if all previous attempts of conflict resolution failed. Persistent violation of policies and leaving work early can lead to disruptive conflict in workplace. Dr. Jones issue of leaving work early and not attending to patients’ needs should be brought to attention earlier and discussed by Cindy. The process of the compliment will determine the succeeding steps that will be taken to resolve the complaint and start proper conflict management. Cindy realized enough is enough when Dr. Jones decided to leave work and asked to reschedule afternoon appointments of patients waiting to see him more than three months. She called her manager and informed her about the situation. The process of compliant would be better if Cindy and Dr. Jones talked and discussed. Cindy didn’t say no to him and didn’t share her concerns and insist to inform him about the necessity of attending to patients’ needs. Both didn’t have clear communication and understanding that led to the stated conflict. Poor communication usually occurs when there is ineffective interactions and challenging behaviors from individuals participating in the communication process (Pérez, 2010).