Conflict in Healthcare Setting PDF

Conflict in Healthcare Setting Dr. Srwa R. Rasul Communication Skills Fall Semester/Week 4 2024-2025  Conflict Introduction Conflict is any disagreement between two or more people and groups. Whenever two or more people have different interests, values, goal...

Conflict in Healthcare Setting Dr. Srwa R. Rasul Communication Skills Fall Semester/Week 4 2024-2025  Conflict Introduction Conflict is any disagreement between two or more people and groups. Whenever two or more people have different interests, values, goals, and understanding conflict arises. It may be in a person, within people, within groups, or within organizations. Conflict: Definition Generally defined as the internal or external discord that results from differences in ideas, values , or feelings between two or more people. why studying about conflict management relevant to nursing Reduce stress and Help create a more Contribute to higher improve the workplace collaborative work effectiveness, trust, culture for employees environment to offer and openness. and patients. better patient care. Predict the level of Keep patients safe by morale, burnout and improving job satisfaction of the communication and nursing profession. teamwork.  “Getting good players is Easy , Getting’ them to play together is the hard part”. - Casey Stengel. Source of conflict in Nursing Conflict occurs in the Nursing Profession Between Nurses and other Nurses Between Nurses and other Healthcare Professionals Between Nurses and Patients and their Family Causes of conflict in health care organization Educational Differences Different Career Paths Regulatory Oversight Reimbursement Effects of conflict in organizations Positive effects New idea Creativity Change Problem Solving Negative effects Stress/Anxiety Demotivation Staff quitting Non- productivity  Conflict Management Conflict management is the process of planning to avoid conflict where possible and organizing to resolve conflict it does happen, as rapidly and smoothly as possible.  Tools for conflict resolution 1. Stay Calm. 2. Listen to Understand. 3. Accentuate the Positive. 4. State Your Case Tactfully. 5. Attack the Problem, Not the Person. 6. Avoid the Blame Game.  Neither good nor bad, and it can produce growth or destruction, depending on how it is managed. ” Conflict resolution strategies in healthcare There are 5 common responses used in dealing with conflict: Forcing Accommodating Avoiding Compromising collaborating. Healthcare managers should become comfortable with using all of these approaches. Resolving conflict through effective communication 1.Be an active listener. 2.Use disarming statements. 3.Find common ground. 4.Keep it thoughtful. 5.Know your limits.  What are two common causes of conflict between a health care professional and a patient? How do you manage conflict in the healthcare setting?