Summary of Conflict Resolution and Communication Concepts

Conflict Resolution Overview

• Communication Defined: Sharing thoughts and feelings; meeting needs; a process of sending, receiving, interpreting, and reacting to messages.

Types of Communication

• Verbal Communication: Pace, tone, simplicity, clarity, timing, adaptability, credibility, humor.

• Nonverbal Communication: Body language; more revealing of emotions than words.

Interprofessional Communication

• Collegial Relationships: Equal power; collaboration requires mutual power.

Group Dynamics

• Definition of a Group: 3+ people with a common purpose; interdependence.

• Types of Groups: Formal, semiformal (e.g., clubs), informal (friend groups).

Conflict in Communication

• Definition of Conflict: Tension arises when one person's action frustrates another's goal.

• Types of Conflict: Individual, interpersonal, intergroup/organizational.

Causes of Conflict

• Misunderstandings, lack of trust, unclear roles, inadequate communication, and power imbalances.

• Differences in perceptions and values among healthcare team members.

Preventing Conflict

• Clear communication, understanding roles, treating others with respect, active listening, and avoiding hostile behaviors.

Conflict Management Steps

• Identify the problem, explore solutions, evaluate, select, and review outcomes.

• Discuss issues privately, listen to perspectives, use 'I' statements, and seek mediation if necessary.

Effective Group Decision Making

• Involvement of all members, brainstorming, positive atmosphere, problem-solving methods, and commitment to decisions.

Maslow's Hierarchy of Needs

• Levels: Physiological, Safety and Security, Love and Belonging, Self-esteem, Self-actualization.

• Higher needs cannot be pursued until lower needs are met.