Teacher notes:ASK STUDENTS: Do you think there is ever “conflict” among members of a health care team? Why? Students may respond that because of our differences as individuals, disagreements or conflict can be inevitable. EXPLAIN: Sometimes there is conflict in a healthcare setting. The purpose of this unit of instruction is to help you learn to recognize the signs of conflict, and develop effective strategies for conflict resolution. EXAMPLE: You may give a personal example of a time when you managed a conflict in a healthcare setting.
Teacher notes:This slide introduces the main ideas for assertive communication.
Teacher notes:Allow students to respond to the question – Do you have the right NOT to stand up for your rights? Ask them to give an example.
Teacher notes: Allow students to discuss and share their thoughts. Does the band have the right to prevent Dina from sleeping? Does “sleep” trump practicing music?
Teacher notes:Ask the questions on the slide. Students need to learn to respect the rights of others, even when they do not agree with the other person.Encourage students to approach the discussion of rights with their heads and not their hearts. The key is not just to focus on “my rights” but to also think about the rights of others.
Teacher notes:Ask the question on the slide. If the nurse has a right to smoke and the patient has a right to patient care that is not “offensive”, whose right takes precedence?
Teacher notes:Allow students to suggest a win-win solution to the problem.
Teacher notes:Ask the coin flip question. Students should determine that flipping a coin is a win-lose solution. This is not to say that flipping a coin is “wrong” but it’s not a win-win. Maybe what Mary really wants is “chocolate”, and a win-win could be to order apple pie with chocolate ice cream???The key to a win-win is redefining the goal so that both parties get what they want, or both parties agree on a solution that makes them both happy/satisfied.
Teacher notes:Ask students to respond to the question on the slide, and explain why.Can they think of other times when it is best to not engage in a conflict?Can you think of any professional examples (as a healthcare worker) when you made the choice NOT to participate in a conflict? Share your example with your students.
Teacher notes:Give students five minutes to work in small groups of two or three students to come up with their three rules. Then let students share their “rules.”After students come up with their reasons for not engaging in conflict, ask if they have any general rules for when they should choose a conflict. This discussion should be very interesting, and also very productive. You are encouraging students to THINK about their behavior, and choices.
Teacher notes:Ask students if they can share an example of a time when they jumped to the wrong conclusion about something.Ask students if they can share an example of a time when third-hand information they received was not accurate.Explain that in a professional setting, behavior that is acceptable with their friends simply isn’t appropriate when working with other healthcare professionals. No matter how obvious something might be, learn to approach the conflict by asking. When you ask, you are giving the other person the benefit of the doubt. Asking is less aggressive.AND, if it turns out you missed something, it keeps you from looking foolish.
Teacher notes:Ask students what Jamar should do.Then, ask students what some of the possible explanations are that might explain why Brenda did not work on Tuesday for Jamar.
Teacher notes:Explain to students – people don’t always have a good reason for what happened, but by asking the question rather than jumping to a conclusion, you can achieve the same results in a more professional manner.
Teacher notes:On this slide and the next, after you reveal each rule, ask a volunteer to explain WHY the rule is important to effective communication when resolving a conflict.
1. Managing Team ConflictA healthy approach to communication and problem-solving.Foundation Standard 8.23
2. Use Assertive Communication• Respect the rights of others.• Stand up for your rights andbeliefs.• Look for a win-win solution.
3. 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.
4. 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.
5. 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?
6. 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?
7. 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.
8. 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?
9. 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?
10. 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?
11. What are the Rules?• If you could write three rules for whenNOT to choose a conflict, what wouldthey be?
12. 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.
13. 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?
14. 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!
15. 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.
16. 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.
17. 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.
18. Manage your Conflicts• Learning toeffectively manageconflicts will makeyou a happierperson,• And a moresuccessfulhealthcareprofessional.