Healthy Conflict Resolution
Critical Thinking: Healthy Conflict Resolution (100 Points)
First read Case Study 14-7, Healthy Conflict Resolution, on page 322 of Organizational Behavior in Health Care.
Write a paper that addresses the following questions:
· What is the conflict?
· What is the basis/cause of these conflicts?
· If you were the manager in this case, how would resolve the situation?
Your well-written paper should meet the following requirements:
· Be 4-6 pages in length, not including the required cover and reference pages
· Formatted according to Saudi Electronic University and APA writing guidelines
· Provide support for your statements with in-text citations from a minimum of three scholarly articles from peer-reviewed journal articles.
HCM 502 – Organizational Behaviors and Human Resources in Healthcare
Saudi Electronic University
Working in healthcare organizations revolve around different healthcare workers in which conflicts could happen. Conﬂict occurs when there is incompatibility or disagreement over issues between social entities (Rahim, 2010). Disagreements can be too intense in which fight or flights principles are pushing people to their extremes (Nelson, 2012). Conflicts may range from simple disagreements to major arguments that may lead to violence (Ramsay, 2001). In healthcare, they can affect work productivity and patient care. Unresolved conflicts can result in high employee turnover. The effects resulting from conflicts in healthcare can be negative or positive. Organizations often decide to encourage the conﬂicts within their departments as a way of improving work productivity and competitiveness (Turkalj, Fosić & Dujak, 2008). Constructive conﬂict can improve decision making and creativity among employees (Zakari, Al Khamis & Hamadi, 2010).
A conflict can challenge healthcare workers to improve their work or suppress their abilities and decrease work productivity. For example, interpersonal conflict is a daily challenge for healthcare workers in projects, competitions, controlling resources or reacting to opposing opinions (Wilmot & Hocker, 2001). If a conflict arises continuously in a healthcare organization without proper management and resolution, it may be negative to the organization and indicating a loss of quality or a decline in competitiveness among healthcare workers (Apipalakul & Kummoon, 2017). Efforts to improve health care services and patient experience depend on effective teamwork jeopardized by conflict and communication barriers between physicians and others (Zwarenstein & Reeves, 2002). A proper conflict management and resolution need to be implemented in healthcare organizations.
This script is describing a conflict case study between a receptionist named Cindy with Dr. Jones a senior physician in hospital-owned multispecialty group. Dr. Jones decided to leave work early and asked Cindy to reschedule his afternoon appointments. Many patients were waiting to see him for more than three months. His clinic was cancelled twice in a month which led to double booking of appointments. He informed Cindy that she can control the situation and to tell them he was called for emergency. Cindy was upset and called her supervisor. The situation was escalated to higher authorities. After several weeks, they returned to work together. Dr. Jones was labeled as disruptive physician and Cindy was unwelcomed in any departments because physicians were afraid of her targeting them. This script is defining conflict, causes of conflict and conflict management and resolution to the mentioned case study.