Causes of Conflict
Effective communication is essential to prevent conflict from happening and poor communication often creates conflict (Emmarex & Owuze, 2015). The conflict between Dr. Jones and Cindy could be resolved in early stage but poor communication was the main issue. Cindy didn’t share her concerns and didn’t say anything to Dr. Jones when he said “I’m sure you will be able to smooth things over. Just tell them that I got called to an emergency.” Dr. Jones expect Cindy to control the situation while she was not accepting it and called her manger to report him. Professional communication and discussion should be established to clarify priorities and work duties.
Another cause of conflict is the stress that Cindy is experiencing. Stress, tension and anger all can simply feed the conflict process (Fisher, 2000). Unhealthy response to conflict is anger. She was upset and angry about Dr. Jones leaving work early several times until she decided to call her manger and complain. The high tension she was experiencing led her to have emotional outburst. It was a stressful situation when she had to inform the patients that their appointments will be rescheduled. Cindy could use her problem-solving skills and assert her views rather than escalating this issue while being angry. According to Nelson (2000), avoiding confronting physicians will lead to high level of stress. This could lead Cindy to be reluctant due to his position. Stress management would help Cindy to overcome her stress at work and encourage her to use her problem-solving skills.
Unawareness of professional code of ethics, clinical practice guidelines and healthcare policies can have negative effect on patients’ outcomes and quality of care. Physicians’ adherence to clinical practice guidelines have a common barrier that is lack of awareness which affect their behaviors, attitudes and knowledge (Cabana et al., 1999). Dr. Jones informed Cindy to tell them that he was called to an emergency. Dr. Jones behavior could be understood here as a barrier to adhere to clinical practice guidelines and professional code of ethics. Health ethics are standard roles of clinical practice to provide safe and high quality of care to patients. Awareness and proper education about ethical principles need to be applied in healthcare settings for better implementation and effective clinical practice. According to Yaghobian, Kaheni, Danesh & Abhari (2014), it is important for physicians and healthcare providers to improve their knowledge about patients’ rights and to attend classes about ethics to gain the required knowledge for future situations.
The process of compliant taken by Cindy is another cause for worsening conflict between Dr. Jones and Cindy. This issue should be addressed appropriately with Dr. Jones but it was escalated from Cindy’s manager to the chief medical officer, the executive director of the clinic, the director of HR and the union representative before Jones was ever made aware of it. It is quite easy to identify that the conﬂict is not necessarily problematic, but the way in which individuals or organizations deal with it may be (Garmel, 2008). Conflict has a certain tendency to be escalated that it becomes more intense and has involved some unresolved issues (Fisher, 2000). Even though, they continued to work together but their relationship was irreparable. He was labeled as disruptive physician and she was unwelcomed in any department because physicians were afraid of her targeting them. Temporary solutions to their conflict were possibly implemented by the high authorities in the hospital for a while but the conflict was not solved. Intensity of the conflict may be moderate for periods of time but the issues remained and triggering events induce their behaviors and beliefs with negative consequences. Consequently, Cindy resigned and Dr. Jones believed he was betrayed and unappreciated.