Conflicts arise when there is poor communication, dissatisfaction with leadership or management style, or a lack of openness. Conflicts can divert attention from main activities, undermine morale, polarize groups, reduce cooperation, and sharpen differences. However, conflicts can also be productive when issues and problems are clarified to build cooperation through learning more about each other. Common causes of conflict in health settings include unmet needs or wants, tested values, questioned perceptions, assumptions, minimal knowledge, too high expectations, and personality or social class differences. Methods of conflict resolution include meeting conflicts head on, setting win-win goals, allowing free communication, being honest about concerns early, agreeing to disagree, aiming for group satisfaction, and openly discussing differences

1. CONFLICT
RESOLUTION

2. CONFLICT RESOLUTION
• Conflicts are defined as states where two
equally strong forces oppose each other

3. CONFLICT RESOLUTION
• Arise in situations where individuals and
groups find that they are not getting what
they need or want
Example:
• Marital conflict
• Conflict among two colleagues
• Medical students in conflict with hospital staff

4. Conflicts Arise When
• Poor communication
• Power seeking
• Dissatisfaction with management style
• Weak leadership
• Lack of openness

5. Conflict has the quality to
• Divert attention from main
activities
• Undermine morale or
self-concept
• Polarize people & groups
• Reduce cooperation
• Sharpen differences
• Lead irresponsible &
harmful behaviour

6. CONFLICTS CAN BE PRODUCTIVE
• Conflicts can sometimes be productive when
they are raised in the spirit to clarify & sort
out important issues & problems
• In these circumstances it helps release
tensions & emotions and builds cooperation
through learning more about each other

7. COMMON CAUSES OF CONFLICT IN
HEALTH SETTINGS
• Needs & wants not being met
• Values are being tested
• Perceptions are being questioned
• Assumptions are being made
• Knowledge is minimal
• Expectations are too high
• Personality, race, gender or social class
differences exist
• Over-bearing & demanding attitude of patients &
their families

8. METHODS OF CONFLICT
RESOLUTION
• Meet conflict head on
• Set goals that lead to
win-win situation for
both parties
• Free communication
• Be honest about
concerns &
reservations and
verbalise them as early
as possible
• Agree to disagree

9. METHODS OF CONFLICT
RESOLUTION
• Aim at satisfaction of the group rather than
the leader alone
• Let the negotiating team create solutions
rather than vertically hanging over the
solutions
• Discuss differences in values openly