The best every workplace conflict management system

1. THE BEST EVER WORKPLACE
CONFLICT MANAGEMENT SYSTEM
Starring
Jeanette Kinahan,
Sallie Strickland &
You!
kon gres 2015

2. About the workshop

3. What is a conflict management
system?
An integrated, comprehensive & strategic
approach to interpersonal conflict & disputes

4. Characteristics of an integrated
conflict management system
Scope: A system should have the broadest
possible scope, providing options for
all people in the workplace
Culture: A system should welcome dissent
(or tolerate disagreement)

5. Characteristics of an integrated
conflict management system
Multiple access points:
Users of a system should be able to
identify & access the person, department
or entity most capable of advising about
the system and the problem in question

6. Characteristics of an integrated
conflict management system
Multiple Options:
A system should allow users the choice of
more than one option for resolving a
problem or dispute

7. Characteristics of an integrated
conflict management system
Support structures:
A system requires support structures that
are capable of coordinating and managing
the multiple access points and multiple
options
Lipsky, Seeber & Fincher

8. Management Systems Approach
Hallmarks of a Quality Management System
Repeatable
Measureable
Constantly Improving

9. Management Systems Approach
Elements of a Quality Management System
1. Leadership & Commitment
2. Planning
3. Implementation
4. Measurement & Evaluation
5. Review & Improvement

10. Whys this matters ……
Issues presenting are multifactorial

11. Complexity presents challenges

12. Why this matters
Disruptive workplace behaviour can undermine
a culture of safety & threaten health &
wellbeing
• Significant risks & impacts for employees,
organisations & in healthcare – their patients
• Significant scope for practices to improve

13. Study Tour Insights - USA
‘The Disruptive Physician’ - a high priority :
‘Aberrant behaviour manifested through personal
interaction with physicians, hospital personnel,
health care professionals, patients, family members
or others, which interferes with patient care or
could reasonably be expected to interfere with the
process of delivering quality care’
Federation of State Medical Boards 2003

14. Disruptive Behaviours
Hospitals required to:
• Adopt codes defining disruptive behaviours
• Develop procedures to discipline medical staff
and other health professionals ‘who behave
badly’

15. Study Tour Insights -Canada
Organisation based systems for interpersonal
relationship issues & conflict management
• Internal Conflict Management Systems
• Legislation - public service organisations

16. And finally

17. Lets Go ………………..