Ch. 21 - Conflict Resolution

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intergroup conflict

occurs between two or more groups of people, departments, or organizations

• ex. physicians vs. nurses, two classes against each other, political groups

interpersonal conflict

occurs between two or more people with differing values, goals, and beliefs

• ex. group project - conflict between team members

intrapersonal conflict

occurs within the person when confronted with a situation that causes discomfort

• can be internalized - freak ahh conflict why is it inside you

organizational conflict

occurs when there is a disagreement between the staff and the organization

what happens when there is too little conflict?

organizational stasis

what happens when there is too much conflict?

reduced organizational effectiveness with eventual immobilization of employees (fear of retribution)

what are negative aspects of conflict

• makes an org stagnant

• interferes w/ quality pt care

• leads to high staff turnover rates

• increases pt dissatisfaction

• decreases morale

what are positive aspects of conflict?

• generates new ideas and solutions

• opens communication channels

compromising strategy

each party gives up something it wants of equal value

• can result in a lose-lose situation

• only becomes a win-win when both parties perceive they have won the same or more than the other person

competing strategy

one party pursues what it wants at the expense of others

• win-lose, typically leaves the loser angry, frustrated, and wanting to get even in the future

• used when…

  • a quick or unpopular decision needs to be made

  • one party is more informed

  • when they need to resist unsafe pt care procedures, unfair tx, abuse of power, ethical concerns

cooperating/accommodating strategy

one party sacrifices their beliefs and allows the other party to win

• opposite of competing, letting them have what they want

• may expect payback

smoothing strategy

one party in a conflict attempts to pacify the other party or to focus on agreements rather than differences

• emotional component of the conflict is minimized

• just calms the situation down, nothing gets resolved

avoiding strategy

the parties involved are aware of a conflict but choose not to acknowledge it or attempt to resolve it

• conflict will reemerge at some point if not taken care of

• used when…

  • problem should be solved by people other than you

  • cost of dealing with conflict exceeds the benefits of solving it

  • trivial disagreements

collaborating strategy

assertive and cooperative means of conflict resolution that results in a win-win solution

• all parties set aside original goals and work together to establish a priority common goal

• requires goals to be set, joint effort to come up with a different resolution

confrontation strategy

conflict is brought out into the open

• most effective means for resolving conflict, esp. done in private as soon as the incident occurs

• attempts are made to resolve said problem through knowledge and reason

negotiation strategy

involves give-and-take on various issues among the parties

• purpose is to achieve agreement

• best solution is not often achieved

withdrawal strategy

removal of at least one party thereby making it impossible to resolve the situation

• may be used if conflict escalates into a dangerous situation

forcing strategy

yields and immediate end to the conflict but leaves the cause unresolved

• may be appropriate to use in life-or-death situations but is otherwise inappropriate

resistance strategy

can be positive or negative

• may mean a resistance to change or disobedience, or it may be effective to handling power differences (esp. verbal abuse)

what are ways to prevent and resolve conflict?

• engage in dialogue

• debriefing and education

• identify potential conflict

• recognize conflict early

what is bullying?

repeated health harming mistreatment of one or more people, can be passed down from superiors

• threatening, humiliating, or intimidating, verbally abusive

• backstabbing, threats, staring, sabotage, racial jokes/slurs, humiliation, social isolation, refusing to help

• horizontal bullying - between coworkers

what is incivility?

passive aggressive behaviors

• disruptive behaviors, eye rolling, sarcastic comments, intimidation, physical violence, walking away

what is mobbing?

when employees gang up on one individual