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From Conflict to Resolution
One of the most difficult situations for doctors and teams is dealing with conflict situations. These situations of course can occur between team members or between a doctor and a team member. When such situations arise, all too often there is no protocol, philosophy or skills to fall back on. As a result, many practices are frustrated and issues either take on a life of their own or they are avoided... only to resurrect themselves later.Conflict/Resolution skills are worthwhile for all personal and professional relationships. Here is how to build them into the culture of your practice. Begin by requiring yourself and your team to always talk to the person involved with the problem. NOT WITH SOMEONE ELSE. This philosophy alone will improve the environment if you refuse to tolerate back-stabbing, gossip and negative attitudes toward each other. Now that you have this in your philosophy, here is the protocol to use.
- Always encourage people to discuss the matter with each other. Offer coaching support if one or the other is unsure about what to do or say. Remind team members to listen well and not to let feelings be the only thing that they express. Do not offer to do it for them! They must get to the problem and create an action plan to work it out. Often, this will allow the people involved to talk through their issue and that may be the end of it.
- You will find that at times the above will not work. Usually this is because those involved are too angry to listen to one another. When this happens, I recommend a Conflict/Resolution Meeting. Some people can do this without a mediator. However, I find that usually when people get to this point they need the help of an objective person. A mediator, who must remain neutral, has one main job... be sure each person listens to each other. The mediator can be anyone in the office. This is how it works:
- How they see the problem
- How they feel about it
- How they think the other person has contributed to it
- How have they contributed to it
- This is what you see as the problem
- This is how you feel about it
- This is how you feel I have contributed to this problem
- This is how you think you have contributed to the problem
Person #2 then states her "side" by using the same process (a), person #1 then uses process (b). After both have heard each other, the mediator asks if they are willing to work out a solution... usually they are.
The people involved then negotiate a WIN/WIN solution. They write it down and set up a follow-up meeting. THIS IS A MUST for good results! GO FOR IT!
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