what is conflict ? how can we resolve it ?
TRANSCRIPT
![Page 1: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/1.jpg)
1
Black Blue GreenWhite Green RedGreen Aqua YellowYellow Pink Tan Red Yellow White
S.M.Israr
Look at the chart:Say the Color not the word
![Page 2: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/2.jpg)
It is a left /right brain conflict • The RIGHT brain tries to SAY the color
• The LEFT brain tries to READ the color
![Page 3: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/3.jpg)
3
By. Ms .S Peter
CONFLICT
![Page 4: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/4.jpg)
4 S.M.Israr
What is conflict?
• A state of incompatibility of ideas between two or more parties or individuals( dict)
Conflict management is the practice of identifying and handling conflict in a sensible, fair and
efficient manner
![Page 5: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/5.jpg)
5
• Perception of mutual interference• A process that begins when goals of one party
are frustrated by another• Requires interdependence/interaction
S.M.Israr
What is Conflict?
![Page 6: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/6.jpg)
6 S.M.Israr
Types of conflict
• Inter-personal & intra-personal• Inter-group & intra-group
(Departmental)
Competitive & Disruptive
![Page 7: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/7.jpg)
7
• Internal conflict – Person Vs self• External conflict –
Person Vs Person, Person Vs Society, Person Vs Nature ( natural disaster) Person Vs Technology Person Vs Supernatural
S.M.Israr
Types……….
![Page 8: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/8.jpg)
8
• Conflict can be between the same level ( Nurses – Nurses ) • Between different level of groups( Nurses –Doctors , Patients , or other groups)
S.M.Israr
![Page 9: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/9.jpg)
9
• Conflict is a natural part of any team or relationship.
• It can be healthy or unhealthy for the relationship, depending on how it is handled.
• When conflict is handled constructively, it promotes growth and problem solving.
S.M.Israr
![Page 10: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/10.jpg)
10
• Scarce Resources• Conflicting attitude• Ambiguous jurisdiction• Communication barriers• Conflicting perceptions, ideas, or beliefs• Goals of parties are incompatible• Unresolved prior conflicts• Knowledge of self and others• Differences between people • Other structural factors (size, routines ,
specialization, reward systems) • Conflicting thoughts/needs within an individual
S.M.Israr
Conditions lead to conflict
![Page 11: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/11.jpg)
11
• Not being a role model• Take credit, no recognition • Be judgmental• Subordinate should come to see me• Make yourself inaccessible to your team• Individual Vs team approach• Telling them? Consulting them? Or deciding with them?• Come tomorrow• Introduce change without consultation or discussion
S.M.Israr
How to create conflict?
![Page 12: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/12.jpg)
12
• Poorly defined goals• Divergent personal values• Lack of cooperation/trust• Competition of scarce resources• Unclear roles/lack of job description
S.M.Israr
General causes of conflicts in hospital situation
![Page 13: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/13.jpg)
13
• Stress• Absenteeism• Staff turnover• De-motivation• Non-productivity
S.M.Israr
Effects of conflict in organizations
![Page 14: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/14.jpg)
14 S.M.Israr
Conflict ProcessEvents lead to conflict
Perceived conflict Felt Conflict
Manifest behavior
Conflict ResolutionOr Suppression
Resolution aftermath
![Page 15: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/15.jpg)
15
• Predict (Latent) : conflict behaviour
• Perceived : person aware of the stressful situation exists
• Felt : feelings and attitudes affect the conflict
• Manifest : change of behaviour result from the earlier stages
• Resolution: tension is reduced- negotiated, problem solved – mutual agreement
• Aftermath: negotiation, peace and reconciliation prevent reoccurrence of the conflict situation ---------
-- or reoccur and start again
S.M.Israr
Stages of conflict
![Page 16: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/16.jpg)
16 S.M.Israr
Conflict Manageme
nt
![Page 17: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/17.jpg)
17
Conflict Resolution
S.M.Israr
![Page 18: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/18.jpg)
18
• Confront problems, communicate openly and respectfully with someone of opposing opinion
S.M.Israr
![Page 19: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/19.jpg)
19
•LOSE
•Win
• Competing
S.M.Israr
Strategies to management conflict
![Page 20: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/20.jpg)
20
• Competition (win-lose situation)• Accommodation (win-win situation)• Avoidance (lose-lose situation)• Compromise (lose-lose situation)• Collaboration (win-win situation)
S.M.Israr
Methods to deal with conflicts
![Page 21: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/21.jpg)
21
Lose-lose –Compromise–Bribes–Arbitration–General rule
S.M.Israr
![Page 22: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/22.jpg)
22
• Consensus• Collaborating• Problem solving• Identify both the problem and each party's needs• Exploring alternative• Choosing the most acceptable• Planning• Defining role• Implementing &• Evaluating
S.M.Israr
Win-win
![Page 23: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/23.jpg)
Conflict Table
S.M.Israr
Win-Win Lose-Win
Win-Lose Lose-Lose
I win I lose
You win
You lose
![Page 24: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/24.jpg)
24
1. RUN---------- not comfort, not beneficial
2. Change your attitude Understand (other person’s) point of view – may be he have a problem with you or with your attitude)- Try to understand it
3. Change their attitude show them another anglehelp them see you as a person
4. Take a stand your attitude is not their problem • You cannot change their attitude even after you try
S.M.Israr
The strategies
![Page 25: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/25.jpg)
25
• Show disapproval• Take it seriously• Don’t let them make you feel guilty • Divide and conquer ( solving the problem with group
S.M.Israr
Quick tactics
![Page 26: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/26.jpg)
Steps to resolve conflicts• Assure privacy• Empathize than sympathize• Listen actively• Maintain equity• Focus on issue, not on personality• Avoid blame• Identify key theme• Re-state key theme frequently• Encourage feedback• Identify alternate solutions• Give your positive feedback• Agree on an action plan
S.M.Israr
![Page 27: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/27.jpg)
27
Is friendly intervention by consent and invitation for settling differences between parties
The mediator plays several roles• Friendly intervener by consent• Housekeeper• Ringmaster• Educator• Communicator• innovator ا
S.M.Israr
Mediation
![Page 28: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/28.jpg)
28
•Positive climate•Define mediator role•Describe mediation process•Defines confidentiality•Answer question•Joint commitment
S.M.Israr
Mediator action
![Page 29: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/29.jpg)
29
• Frequent meeting of your team• Allow your team to express openly• Sharing objectives• Having a clear and detailed job description• Distributing task fairly• Never criticize team members publicly• Always be fair and just with your team• Being a role model
S.M.Israr
How to prevent conflicts
![Page 30: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/30.jpg)
30
A structured, assertive, communication approach for managing and resolving conflict.
D -- Describe the specific situation E -- Express your concerns about the actionS -- Suggest other alternativesC -- Consequences should be statedWhen to use it?• Whenever you have a personal conflict with another
health team member that threatens your ability to perform your job well—
• Have timely discussion
S.M.Israr
DESC Script
![Page 31: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/31.jpg)
31
• D- ‘When you scream at me in front of my co-workers about the delay in care, you’re making it personal’.
• E- ‘This reduces my credibility with the patients and undermines my authority with staff. I feel you don’t respect me.’
• S-’ If you are upset about delays or other patient care issues, pull me aside and I will address your concerns.’
• C- ‘If your outbursts continue we won’t have a working relationship, and patient care will suffer.’
S.M.Israr
DESC Example
![Page 32: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/32.jpg)
32
• L- Listen • E- Empathize• E- Explain• N- Negotiate
S.M.Israr
LEEN- Model for Conflict Resolution
![Page 33: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/33.jpg)
33
• L- “Can you help me understand why you are upset”. • E- “That is understandable, I can see why you are upset”.• E- “The reason we wanted to do this was because—”• N- “ Let’s agree on a path forward”.
S.M.Israr
Conflict with Patients/Families
![Page 34: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/34.jpg)
34
• L- “Can you help me understand how you see the situation, how you are weighing the risks and benefits.”
• E-” I can see how you see it that way”.• E-” Let me explain how I see things.”• N-” Let’s put the patient first and agree on a plan”.
S.M.Israr
Conflict with Clinicians
![Page 35: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/35.jpg)
S.M.Israr
4 Magic phrases at work you can use to respond anything
•Tell me more •Why would you say that ?•Say that – why don’t you do that? •Ask that – why do you ask that ?
![Page 36: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/36.jpg)
36
Conflict is unavoidable• Complexity of organizational relationship• Interaction among workers• Dependence of workers on one another• Conflict is a healthy sign not a negative
process• It reflects dynamics
S.M.Israr
Conclusion
![Page 37: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/37.jpg)
37
• Poorly managed conflicts–Unfavorable with counter productive results–Problems and negative attitude
• Well managed conflicts– Stimulate competition– Identify legitimate differences–Powerful source of motivation
S.M.Israr
Conclusion (Cont’d)
![Page 38: What is Conflict ? how can we resolve it ?](https://reader036.vdocuments.site/reader036/viewer/2022062522/589aeb821a28abee708b6bdd/html5/thumbnails/38.jpg)
38 S.M.Israr
THANK YOU ALL