04: Conflict

When does conflict occur

Perceived threat to needs, interests, or concerns as a consequence of a disagreement

Why is conflict viewed negatively

People think they have limited options and resources for resolutions

What informs our response to conflict

How we perceive conflict

What can we do to help control how we respond to conflict

Become more aware of our inner thoughts and feelings

The two possible responses to conflict

Chose to work through it or avoid it

Factors of a veterinary-client conflict

• Client

• Veterinarian

• Patient illness

• System: the rules we operate under

ADOBE system for conflict management

• Awareness

• Discover meaning

• Opportunities for compassion

• Boundaries

• Extend the system: get help

Things to be aware of in yourself during conflict

Your feelings, inner thoughts, and body language

The 4 approaches/styles of conflict management

• Avoidance: I lose/you lose

• Competition: I win/you lose

• Adaptation: I lose/you win

• Cooperation: I win/you win

How does acknowledgement fit into awareness

If you can acknowledge the conflict out loud, you can troubleshoot together

When discovering meaning, what are interest compared to positions

Interests are a fundamental need while positions are demands and assertions from a narrow and specific point of view

What do interruptions tell you while managing conflict

There is disagreement

What does repetition tell you while managing conflict

They don’t feel heard

Signs that indicate opportunities for compassion

Anger, sadness, frustration

What are boundaries

The ways you tell the world, implicitly and explicitly, how you expect to be treated

When should you avoid difficult conversations about boundaries

HALT: hungry, angry, late, tired

How can you communicate time boundaries to clients

Give them a timeline to mentally expect, and then check in at that time marker when it is going to take longer to prevent client anxiety

How do you set content boundaries with clients

Redirect/clarify or close the door on avenues you are unwilling to entertain

Common physical barriers/boundaries in an exam room

• Chart

• Exam table

• Phone

When you are extending the system and asking for help, what questions should you ask

1. Who needs help: me, client, pet?

2. What kind of help

3. Who can help

Equation for conflict

Misaligned expectations + insufficient flexibility