Conflict Resolution PDF - Veterinary Clinical Practice 2024

Conflict Resolution NSCI5712 Introduction to Veterinary Clinical Practice - 2024 What conflict have you experienced so far? Functioning vs Dysfunctioning Teams Functioning: creative, loyal, more productive, more satiesfied, committed & dedicated to their work Dysfunctioning: affects onese...

Conflict Resolution NSCI5712 Introduction to Veterinary Clinical Practice - 2024 What conflict have you experienced so far? Functioning vs Dysfunctioning Teams Functioning: creative, loyal, more productive, more satiesfied, committed & dedicated to their work Dysfunctioning: affects oneself, the team, the clinic, client and patient experience Absence of Trust: Team members are hesitant to be vulnerable with each other and are unwilling to admit mistakes or ask for help. Fear of Conflict: There is a lack of healthy debate and constructive disagreement among team members, leading to artificial harmony and unresolved issues. Lack of Commitment: Team members are not fully committed to team goals or decisions, resulting in ambiguity and indecisiveness. Avoidance of Accountability: There is a reluctance to hold each other accountable for their actions and behaviours, leading to low standards and performance. Increase in ‘sickness’. Inattention to Results: Team members prioritise individual goals or ego over collective team success, resulting in a lack of focus on achieving shared objectives. What are the Root Causes? Common Causes of Workplace Conflict Poor Communication: Miscommunication or lack of effective communication between team members can lead to misunderstandings and conflict. Poor Workplace Culture: especially lack of behavioural ground rules or policy enforcement Role Ambiguity: Unclear roles and responsibilities within the team can cause tension and confusion, especially when tasks overlap or there is a lack of clarity about who is responsible for what. Personality Clashes: Differences in personalities, work styles, and communication preferences among team members can lead to friction and conflict. Passive- aggressive behaviour is a common cause. Stress and Burnout: High levels of stress and burnout among team members, often due to poor working conditions, workload or challenging cases, can exacerbate conflict within the workplace. Organisational Changes: Changes in leadership, management, or organisational structure can create uncertainty and resistance among team members, leading to conflict. Was it resolved? How? Steps to Resolve Conflict (in the veterinary team) Golden Rule: Find the appropriate time and place i.e., not in the middle of surgery or in front of clients Steps to Resolve Conflict 1 2 3 4 5 6 7 Clarify the Investigate/get Find Common Brainstorm Collaborative Evaluate Get Help cause/source more Ground – look Solutions Decision Progress Involve of the conflict information, for a way to Together Making someone else, many (sometimes confirm the resolve this Generate & Make sure situations will if necessary, this is not situation back conflict and evaluate e.g. head everyone not be obvious!) to the people prevent future possible agrees on how resolved nurse, involved issues solutions manager, to move immediately together. forward and and may take senior staff member acknowledges time to their improve Set out responsibilities Boundaries Listen actively Not interrupting Get all the each other, no information raised voices, etc.  How to Speak Up Recognise the Challenge ahead Put aside anger, resentment or fear of consequences or criticism Utilise I-Statements Express your feelings and perspectives without blaming or accusing others Avoid You-Messages Raise the issue without being confrontational or accusatory Embrace the Scout Mindset Be curious, problem-solution orientated with a focus on understanding Seek Win-Win Solutions Conflicts are learning opportunities. Go in with an open mind, ready for open dialogue and avoid communication roadblocks Scenarios One likely challenge during your work placements will be that you find yourself working in a clinic without fully understanding the team dynamic or your role within it. This often results in situations where behaviour may be considered inappropriate for the clinic setting. The general rule is to be polite and respect other people’s workplace. The following are examples of clinic situations you may find yourself in when you are on your work placement. Please read through each of them and discuss in groups of 4 or 5. We will discuss each situation in class. Scenario 1 You are a vet nurse working in a very busy clinic. It is not unusual that clients wait from 7.30am, although the clinic only opens at 8am. A student consistently turns up late to a clinic without giving notice. How would you (as a clinic nurse) approach this situation? Scenario 2 It happens to the best of us - a student has some personal hygiene issues: it often isn’t noticeable from a distance, but when you are in close quarters (restraining an animal for example) it is very noticeable. What should you say to this student? Scenario 3 Everybody loves a keen student, right?! Unfortunately, this student tends to ask questions at inappropriate times (e.g. in the middle of a difficult procedure or in front of clients). How do you tell them without making them feel bad? Scenario 4 Some students lack confidence, but this student is a bit overconfident. They attempt to do tricky procedures after just having seen it being done once and never asks for help. What do you say to let them know this is inappropriate and can be dangerous? Scenario 5 Most people love a good story, but this student keeps sharing a lot of personal information which is starting to make some staff feel uncomfortable. How do you let them know this is not appropriate? Scenario 6 We all develop bad habits at some point: this student vapes in the staff room at work and sometimes in the treatment room when no one is around. The clinic has a strict policy on vaping especially around animals. How do you let them know about this? This Photo by Unknown Author is licensed under CC BY-SA-NC Strategies to Minimise Workplace Conflict Assume Positive Stress Management Open Communication Intent in Implement stress Open & honest Communication management strategies communication among & Interactions and have a work-life team members to balance to help reduce address issues and stress that leads to concerns in a conflict Mediation constructive manner. When conflicts Foster Good arises, consider a Relationships mediator to facilitate Amongst Team productive Members Conflict Resolution discussions and find Support New Clarify Roles Training Staff Members mutually acceptable & Expectations Take a conflict solutions. Have clearly defined resolution course to roles and responsibilities learn techniques to within the team to effectively (manage minimise ambiguity and and) resolve conflicts ensure that everyone when they arise. understands their duties.  20 Things Being on time Curiosity that require Work ethic Confidentiality ZERO talent Effort Empathy Body language Flexibility … but earn Energy Honesty you Attitude Humility 100% Passion Kindness respect Being coachable Listen Doing extra Resourcefulness Being prepared Sincerity