Managing Team ConflictA healthy approach to communication and problem-solving.Foundation Standard 8.23
Use Assertive Communication• Respect the rights of others.• Stand up for your rights andbeliefs.• Look for a win-win solution.
What are rights?• Rights are things you are morally entitled to.• You have the right to stand up for yourrights.• Do you have the right not to?• You must respect the rights of others.• You DO NOT have the right to violate theirrights.• It’s a balancing act to know where yourrights end and another person’s rightsbegin.
Whose rights?• The boys next door wantto practice their music.• Dina is a college studentwith an 8 AM chemistryclass, and the noisekeeps her awake atnight.
Whose rights?• Mrs. Avenue is a member ofyour community who wearsfurs.• You have a moral objectionto her wearing animal fur.• What are her rights?• What do you have the right todo to protest her furs?• What don’t you have the rightto do?
Whose rights?• Mrs. Camel smokes in her car onthe way to work.• The odor on Mrs. Camel’suniform and hair isoffensive to one of herpatients.• Does Mrs. Camel havethe “right” to smoke on her way towork and during her breaks?
What is a win-win?• In a win-win decision, the rights ofboth parties are respected.• To achieve a win-win, sometimesyou need to redefine the goal.• The goal of conflict resolution isoften to find a win-win solution.
Find the Win-Win• Bob wants to go out for dinner,but they don’t have a baby-sitter.• Brett has had a long, hard dayand is too tired to attempt anouting with the baby.• Is there a win-win?
Find the Win-Win• Mary and Janika are going to splita dessert.• Mary wants the chocolate cake.• Janika wants apple pie with icecream.• If they flip a coin to decide,is that a win-win?
Choose Your Conflicts Wisely• Is there ever a time when you shouldwalk away from a conflict?• Alanna walks past aconstruction site. A workeryells out “Hey baby. Wannasit on my lap!”• Should Alanna correct theman’s rude behavior?
What are the Rules?• If you could write three rules for whenNOT to choose a conflict, what wouldthey be?
Gather the Facts• If you are in a conflict, the first thing youneed to do is to gather the facts.• Give the other person the benefit of thedoubt until you have all the facts.• Do NOT depend onthird-hand information.• Always ask – don’taccuse.
Gather the Facts• Jamar is a pharmacist in theWalmart pharmacy.• Brenda agrees to work forhim on Tuesday.• On Wednesday, Jamarcomes to work and sees thatBrenda did not work onTuesday.• What should he do?
Gather the FactsHey Brenda.How did it goyesterday?It was crazy. They sentme to the Walmart onthe South Side becauseof that flu outbreak, andI worked 14 hours!
Conflict Resolution• Communication is the key to resolvingconflicts.• When you find yourself in a conflict –think about your personal rule for dealingwith conflict.I will communicate fairly.I will communicate fairly.I will communicate fairly.
To communicate effectively…1. Stay calm and control your tone ofvoice.2. Arrange a suitable time and placeto discuss differences.3. Listen carefully to the otherperson’s point of view.
To communicate effectively…4. Resolve the conflict at the firstavailable opportunity.5. Attack the issue, not the person.6. Don’t store up all your complaintsand frustrations for the future.7. If necessary, ask for a mediator.
Manage your Conflicts• Learning toeffectively manageconflicts will makeyou a happierperson,• And a moresuccessfulhealthcareprofessional.