PECH 1101- Conflict Resolution 11

What are the different types of conflict?

•Task conflict- conflict regarding outcome or content of a task. A patient with cardiac failure; why are you doing an X-ray? Will it make a difference? Provides an opportunity for all parties to learn.

•Relationship conflict- conflict due to “clash of personalities”. Could be ethnic, cultural, religious. Why are these Venezuelans using up our healthcare resources? Disparities in knowledge/power can exacerbate this type of conflict and lead to stereotyping/stigmatization/ignoring the other party.

•Process conflict- disagreement about how to do a task. Who should do it? Should it be done this way?

Phases of conflict

•Phase 1

• In this phase conflict occurs and results in frustration/irritation/anger.

•So Michelle “gets vex” with Shivan

•Phase 2

•This occurs when the involved party(ies) attribute a cause for the conflict.

•So Michelle thinks that Shivan is making a personal attack and is questioning her ability to conduct a physical examination.

•Phase 3

•This represents the behavioural response to the cause attributed in Phase 2.

•So Michelle escalates the conflict by commenting on Shivan failing and trailing a course.

Now it’s almost impossible for any of the parties to remain objective

•Phase 4

•Now the behavioural response leads to a suboptimal outcome. The relationship between Michelle and Shivan is damaged, and neither is capable of behaving in a professional manner in front of the patient.

What are practical strategies for resolving conflict?

•Maintain solid and positive working relationships- this helps promote good communication between parties and may actually achieve resolution before conflict even occurs

What are some steps in resolving conflict?

•Acknowledge and manage your emotions

•This requires emotional intelligence.

•Emotional intelligence refers to the ability to control and express one’s own emotions and to empathize with others.

•The brain reacts to conflict as a threat.

•Amygdala hijack occurs. (Fight or flight)

•Stress hormones flood the body, leading to prefrontal cortex inhibition.

•The prefrontal cortex is responsible for logical thought.

•Reroute to the prefrontal cortex.

•Counting is a logical task and engages the prefrontal cortex.

•A similar strategy is to focus on an object in the room or surroundings.

•By concentrating on a task we reduce our emotional reactivity.

•DISTANCE YOURSELF FROM YOUR EMOTIONS AS IF YOU WERE WATCHING THE CONFLICT FROM A BALCONY OR SOME OTHER REMOTE LOCATION

•WE MAY NOT BE ABLE TO CONTROL THE OTHER PERSONS EMOTIONS, BUT WE CAN CONTROL OUR OWN.

Practical steps for resolving conflict (Active listening)

•This is a powerful empathic communication skill useful in the presence of conflict.

•It takes into account two aspects of a message:

•The content

•The emotions underlying the content

•Try to understand why would Shivan say something like that.

What are the four core motivators of any emotion in a conflict situation?

•Appreciation and status (a desire to feel recognized, valued, and acknowledged)

•Affiliation (a desire to feel connected with others)

•Autonomy (freedom to make decisions for oneself)

•Role (a desire to have a fulfilling purpose)

•We can use active listening to address any of these motivators.

•Pay attention to verbal and non-verbal cues.

•Respond by paraphrasing what was said.

•When the other person feels heard/acknowledged/valued/connected/ the words of the active listener have a greater impact.

Practical steps for resolving conflict (focus on interest not position)

• a postion is a tangible outcome that someone argues for. An interest is the reason why that outcome is desired and an underlying concern about the problem.

• there are usually multiple interests in any issues

• the more you understand your interests and the other party intersts the better you are able to find a solution that will produce mutual and lasting agreement.