Conflict Resolution in NM

What is conflict?

A struggle or clash between opposing forces, ideas, or interests

Can you provide 4 examples of where conflict can arise in Nuclear Medicine?

• Disagreements on scan protocols

• Miscommunications with technologists, physicians, or patients

• Student-to-preceptor expectations

• Combative patient or family member

How does conflict arise in a workplace environment? (5)

• When we have different points of view

• Communicate with one another differently

• Spend large amounts of time together

• Depend on one another to get something done

• Have established expectations of one another that aren’t communicated — not met

Does conflict always have to be negative?

No, as employees are able to challenge one another’s ideas in a supportive environment — allows for new ideas to be made and fostered

What is healthy conflict?

• Disagreements communicated in a supportive environment that foster the generation of new ideas or ways to problem-solve

• A good form of tension that increases awareness or sheds light on a growing workplace problem

What are 5 examples of damaging conflict?

• Name calling

• Personal attacks

• Employees that become silent, withdrawn, and/or afraid to speak up

• Cliques, gossip and rumors

• Lack of mutual respect

What are 2 sources of conflict in Nuclear Medicine?

• Clinical environment

• Academic environment

What are 3 examples of how conflict can come up in a clinical environment?

• Time pressure during procedures

• Differing opinions on patient care

• Equipment or dose preparation disagreements

What are 3 examples of how conflict can come up in a academic environment?

• Group projects

• Grading concerns

• Misunderstood expectations in clinical rotations

What are the 5 Stages of Conflict?

1. Latent

2. Perceived

3. Felt

4. Manifest

5. Aftermath

What is a Latent party from the 5 Stages of Conflict?

The parties involved don’t realize there’s a conflict brewing

What is a Perceived party from the 5 Stages of Conflict?

One or both parties in the conflict become aware that it’s happening

What is Felt in the 5 Stages of Conflict?

Stress and anxiety are felt by the people involved

What is Manifest in the 5 Stages of Conflict?

The conflict becomes visible through open confrontation or disputes

What is Aftermath in the 5 Stages of Conflict?

Conflict is resolved or leaves lasting effects on future interactions

For the 5 Stages of Conflict, there are 5 additional stages of conflict, name them

• Conflict Emergence

• Conflict Escalation

• Stalemate

• De-escalation/Resolution

• Peacebuilding and Reconciliation

What is conflict emergence as an Additional Stage of Conflict?

This stage marks the point when a conflict becomes apparent, often triggered by a specific event or incident

What is conflict escalation as an Additional Stage of Conflict?

This involves an increase in the intensity of the conflict, potentially leading to more destructive behaviors

What is stalemate as an Additional Stage of Conflict?

This occurs when neither side can win or back down, potentially leading to a standstill

What is de-escalation or resolution as an Additional Stage of Conflict?

This stage involves efforts to de-escalate tensions, find common ground, and negotiate a resolution

What is peacebuilding and reconciliation as an Additional Stage of Conflict?

This stage focuses on rebuilding relationships and addressing the underlying issues that led to the conflict

What are the 5 conflict resolution styles of the Thomas-Kilmann Model?

• Avoiding — ignoring the problem

• Accommodating — giving in to the other party

• Competing — asserting your perspective

• Compromising — finding a middle ground

• Collaborating — working together for a win-win

What is Competing as a Method of Resolving Conflict?

Method involves handling the conflict through unilateral decision-making

When would you use Competing as a Method of Resolving Conflict?

• Situations that involve quick action

• Instances in which there is no compromise or debate

• Situations requiring the need to make hard or unpopular decisions

Who in the workplace is the one that can most appropriately use Competing as a method of resolution?

Managers and leaders of the workplace

What is Collaborating as a Method of Resolving Conflict?

Method that involves handling the conflict through team input

What state must both parties be in, in order to properly execute Collaborating?

When all parties in the conflict want to find a resolution but are unable to agree on what the resolution should be

What situations would be beneficial of using Collaborating as a resolution method?

• Gaining support from the team

• Using the different perspectives as an opportunity to learn

• Improving relationships through collaboration

What is Compromising as a Method of Resolving Conflict?

Method involves handling the conflict by reaching a solution that involves a ‘win’ on both sides of the table

What situations would Compromising be best used in? (4)

• Resolving issues of moderate to high importance

• Finding a solution that involves equal power and strong commitment on both sides

• Situations needing a temporary fix

• Backing up a decision that was made using the competing or collaboration methods

What is Avoiding as a Method of Resolving Conflict?

Method that’s a way of handling conflict by making an active decision not to handle the conflict

Would it be better to use the Avoiding method in or out of the workplace?

Approach is best used for situations that are not related to work and that should be solved through another means

What are 3 situations where it’s best to use Avoiding as a resolution method?

• Unimportant or nonwork-related issues

• Buying time until a resolution can be reached

• Recognizing issues as symptoms

What is Accommodating as a Method of Resolving Conflict?

This method is a way of handling conflict by allowing the other side to ‘win’

What are 3 situations that may require the use of the Accommodating resolution method?

• Maintaining perspective in a conflict situation

• Making active decisions on what can be “let go” vs. what needs another method

• Keeping the peace and creating goodwill

What are the 7 steps in The Conflict Resolution Process?

1. Recognize the Conflict

2. Stay calm and professional

3. Clarify the issue

4. Listen actively

5. Find common ground

6. Agree on a solution

7. Follow-up

What is Step 1: Clarify what the disagreement is in the Steps in the Conflict Resolution Process?

Involves getting to the heart of the conflict. The goal of this step is to get both sides to agree on what the disagreement is

What is Step 2: Establish a common goal for both parties in the Steps in the Conflict Resolution Process?

In this step of the process, both sides agree on the desired outcome of the conflict

What is Step 3: Discuss ways to meet the common goal in the Steps in the Conflict Resolution Process?

Both sides work together to discuss ways that they can meet the goal they agreed on in Step 2

What is Step 4: Determine the barriers to the common goal in the Steps in the Conflict Resolution Process?

In this step of the process, the two parties acknowledge what has brought them into the conflict

What is Step 5: Agree on the best way to resolve the conflict in the Steps in the Conflict Resolution Process?

Both parties come to a conclusion on the best resolution

What is Step 6: Acknowledge the agreed solution and determine the responsibilities each party has in the resolution in the Steps in the Conflict Resolution Process?

Both sides own their responsibility in the resolution of the conflict and express aloud what they have agreed to

What are 4 barriers to communication?

• Poor listening skills

• Non-verbal misunderstandings

• Cultural or personality differences

• Stress or fatigue — relevant in clinical settings

What are 3 techniques that can be used during conflicts?

• Using ‘I’ statements

• Active listening — paraphrasing and validating feelings

• Reframing

In a conflict, you should do these 6 things…

• Understand that conflicts are inevitable

• Resolve to address conflict quickly

• Focus on the problem

• Be open to solutions

• Acknowledge how employees are feeling

• Listen actively

In a conflict, you should not do these 7 things…

• Focus on personality traits that cannot be changed

• Interrupt

• Attack

• Disregard the feelings of employees

• Avoid the conflict

• Allow emotions to take over the conversation

• Impose personal values or beliefs