Dr. Dennis has been working for over 20 years with health care organizations in Minnesota and will discuss and analyze case studies of two major health organizations in Minnesota. He uses three behavioral tools that have proven important to measuring and managing conflict in these organizations. Dr. Dennis is a well recognized practitioner in designing conflict management and resolution programs in health care arenas. This presentation will use movie, Power Point, and interactive lecture.

1. The Effects of Conflict on
Quality, Retention, and Safety in Healthcare
Organizations
Association for Conflict Resolution National Conference
October 10, 2013
Developed by Care Full Conflict, LLC. All rights reserved.
Dennis M. Dennis, PhD, RN
Consulting Psychologist
Leanne Meier, RN, BSN
Conflict Coach & Trainer
Curt Micka, JD
Conflict Coach, Trainer & Mediator
Richard Sturgeon, MD
Physician Healthcare Executive

2. Dennis: Rationale, Model, Measures
& Methods
 Importance of Conflict in Healthcare – IOM Study
 Care Full Conflict: A model for healthy Q-R-S Outcomes
Caring - respectful of self and others
Full - concern for the interests of all affected individuals and groups
Careful – deliberate and skillful
 Supports Team STEPPS (DoD and HHS/AHRQ)
 Conflict Dynamics Model - Evidence-based foundation
www.carefullconflict.com

3. Conflict Skills
•Avoiding
•Yielding
•Hiding Emotions
•Self Criticizing
• Reflective Thinking
• Delay Responding
• Adapting
•Winning at All Costs
•Displaying Anger
•Demeaning Others
•Retaliating
• Perspective Taking
• Creating Solutions
• Expressing Emotions
• Reaching Out
Active
Constructive
Active
Destructive
Passive
Destructive
Passive
Constructive

4. Leanne
 Recruitment & retention
 Personalities attracted to medical
careers
 Conflict resolution skills
 Impact for the future of health care
and health care professions
www.leannemeiercoaching.com

5. Richard: Conflict and its natural
consequences in Healthcare
 Disruptive behavior; negative effect on patient
care/safety
 Bad for business; medical errors, patient
experience, ACO, turnover
 What can organizations do?
Richard Sturgeon, MD

6. Curt: Global Perspective
• International health care agencies often end up competing for limited resources
• Helping such organizations move from competition to collaboration for the
benefit of consumers is a daunting, yet possible, task.
• Collaboration requires both "external" skills (e.g., interest based negotiations) and
"internal" skills (e.g., emotional intelligence, including self awareness, mindfulness
and self-management).
• Staff at all levels need training to assure a shift towards collaboration.
www..conflictmanagementservices.com

7. Discussion
Care Full Conflict, LLC