Conflict Management

For Health Mangers

Instructor Name

Learning Objectives

Identify common causes of conflict Recognize conflicting priorities and

personalities within a work team or between a manger and employee

Use productive strategies to resolve conflict

Describe ways to prevent conflict 

Session Overview

Define causes of conflict Discuss methods of resolving conflict Practice conflict resolution Discuss ways to prevent conflict

Understanding Conflict

Expression of disagreement over something important

Competing interests or ideas

Arises for many different reasons

Is conflict bad?

Productive

Focuses on concepts

& ideasSupports the

expression of differing opinions

Unproductive

Focuses on trivial

issuesFrequent, repetitive,

unresolved argumentsLeaves people angrier

and more frustrated

Common Causes of Conflict

UnproductiveExperiences

Moods & Personal

Issues

InterestsManagement

and Institutional

Factors

Information/Communica-

tion

Values

The Cause Can Help Identify the Solution

Disagreement Emotional charge

Resolution

8 Common Techniques

Defuse by Agreement

Find something to agree about-if your team member is already angry and blaming you

Acknowledge different points of view to help move the situation forward

There is always truth in what your team member says

Finding the truth in the other’s point of view will make it difficult for the other person to maintain anger

EmpathyThought empathy:

Show that you understand what the other person is trying to say

Feeling empathy: Acknowledge how the other person probably feels

CAUTION Say “I know how you feel” only when you really do

Explore with QuestionsAsk gentle questionsShow interest in

understanding the other person

Focus on the other person’s:

ThoughtsFeelings

Use “I” StatementsFocus on your reactionUse phrases beginning

with “I” I think… I feel… I want…

Avoid “you” statements

Show RespectFind positive things to say about

your team member or employeeName specific things that you

respect about your team memberThoughtsFeelingsOpinionsContributions

Use Alignment

Acknowledge the contribution of the differing opinion

Clearly state what you and the others in the conflict have in common

Use Reflective ListeningEnsure you understand

what your team member is trying to communicate

State what you heard to ensure that you and your team member are on the same page

Seek to understand your team member before you seek to be understood

Use Degrees of AgreementGoal: Partial agreement on an

aspect of the problem without complete agreement among the team members

Moves the situation forward even if the entire team is not in agreement

Caution: Focusing on achieving 100% agreement can get the team “stuck” in the conflict

Focus on “Interests” for Resolution

Key - consider the team members’ differing and similar underlying interests

All members will share some basic interests Establish “common ground”

Focus on complementary or compatible solutionsFocus on the future, not the past

Take a breath and follow the steps

1. Acknowledge the problem

2. State the problem3. Confirm

understanding4. Seek their

perception

5. Summarize6. Brainstorm

agreements7. Commit8. Express remorse

What Prevents Unproductive Conflict?

Rules governing individual and group behaviorRapid intervention by team (and manager if

necessary)

Summary

Practice the eight techniques for reducing the emotional charge

Focus on team members’ interests to resolve the conflict

Use communication skills and early intervention to prevent unproductive conflict in the first place

Develop a communication planClearly define expectations