Conflict Management skills
Conflict Management. Conﬂict resolution skills are important for a successful patient care (Garmel, 2008). Conﬂict management depends on effective communication between Dr. Jones and Cindy. Robert Bolton (1979), proposes a simple process for conﬂict resolution which consist of three levels: respect the other person, listen until you experience the other side and state your needs. A manager who knows how to manage the conflict between Dr. Jones and Cindy would ensure effective conflict resolution by mutual respect, effective listening and open communication with each other.
Thomas and Kilmann (1974), presented a matrix showing ﬁve different responses to conﬂict based on assertiveness and cooperativeness which include: avoiding, accommodating, compromising, competing and collaboration. The best response to the conflict between Dr. Jones and Cindy is collaborating. It is a win-win strategy which is characterized by high assertiveness and high cooperativeness. It helps in learning, finding solutions and integrating perspectives to conflict (Garmel, 2008).
Blake, Shepard & Mouton (1964), offered three approaches to deal with conflict which include: win-lose, lose-lose, and win-win approaches. The win-win approach is a sensible and regular attempt to achieve the goals of both parties through cooperative problem-solving techniques (Fisher, 2000). This approach would help Dr. Jones and Cindy to resolve their conflict. This approach emphases on the needs of both parties, problem definition, analysis and development of consensus decisions and agreeable solutions (Fisher, 2000). Dr. Jones and Cindy can work together toward common goals which will emphasize on the quality of their long-term relationship in workplace. By implementing win- win approach, their communication will be open and direct toward safe patient care delivery. Their attitudes and behaviors will be directed positively toward cooperation, trust and acceptance rather than complaints, suspicions and anger.
Counseling sessions with Dr. Jones are required to address the issue of not working as mandated by the hospital. The counseling sessions will be opportunities to provide an explanation of his behaviors. Open communication and discussion will allow Dr. Jones to express his thoughts freely to the manager. Counselling sessions with Cindy is also required to understand her needs and express her feelings and thoughts freely. Any opportunity for communication and sharing thoughts is an important step to solve problems related to conﬂict (Garmel, 2008). Effective communication is extremely needed to the process of conﬂict resolution (Garmel, 2008).
Creating medical forums for honest discussions in healthcare settings would help in identifying any similar issues that physicians are practicing. Honest discussions with physicians and healthcare providers is important in conflict resolution (Skochelak et al., 2016). Medical forums should be intended for physicians, healthcare workers and receptionists. Agenda of medical forums should include open communication about reasons of leaving work early or arriving late and the cancellation of appointments. Managers need to investigate similar issues and need to put action plans to be implemented. Supervision strategies of working hours could be implemented to track healthcare workers’ attendance. Healthcare organizations can implement fingerprint technologies to ensure proper employee attendance (Shahnewaz , 2015). Implementing fingerprint technologies would resolve the conflict between Dr. Jones and Cindy earlier and would prevent any similar issues from happening.
Dr. Jones’s lack of motivation to adhere to full working hours need to be considered. Effective motivation leads to effective high quality of patient care. A motivational plan is need for Dr. Jones to encourage him to realize his goals for better performance (Plunkett, Allen, & Attner, 2013). Herzberg’s Two-Factor Theory would be a good motivational theory which assess factors of Dr. Jones’ job dissatisfaction. Herzberg’s theory is based on a two-dimensional model of factors which are hygiene factors and motivational factors. Motivational factors that can cause job satisfaction are achievements and recognition (Herzberg, Mausner, & Snyderman, 1959). Motivation and job satisfaction will be achieved by recognizing Dr. Jones’ achievements, contributions and prior accomplishments.
Improving communication will promote patient safety and quality of healthcare services (Zakari, Al Khamis & Hamadi, 2010). For effective conflict resolution, healthcare organizations must create a positive environment that encourages open communication (Verma, 1998). Open communication should be encouraged to help Dr. Jones and Cindy to be more neutral for better conflict resolution. Verma (1998), stated that “Being clear about expectations about what is wanted, as well as why and when it is needed, ensures that communication is successful.” (p.10).
Awareness of hospital policies, clinical practice regulations and health ethics are needed to provide safe and high quality of healthcare services to patients. Proper education about patients’ rights and ethical principles need to be applied in healthcare settings for better implementation and effective clinical practice. Dr. Jones need to adhere the hospital’s policies and to be aware of professional code of ethics. It is important for physicians to improve their knowledge about patients’ rights and obtain education about ethics to gain the required knowledge for future situations (Yaghobian, Kaheni, Danesh & Abhari, 2014)