The document discusses conflict, including its definition, types, causes, stages, and strategies for management and resolution. It defines conflict as a state of incompatibility or disagreement between parties that begins when the goals of one are obstructed by another. Conflict can be inter-personal, inter-group, and arise from scarce resources, differing perceptions or goals. Effective conflict management includes open communication, understanding different perspectives, and finding solutions that address everyone's needs.
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What is conflict?
• A state of incompatibility of ideas between two
or more parties or individuals( dict)
Conflict management is the practice of identifying
and handling conflict in a sensible, fair and
efficient manner
5. • Perception of mutual interference
• A process that begins when goals of one party
are frustrated by another
• Requires interdependence/interaction
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What is Conflict?
7. • Internal conflict – Person Vs self
• External conflict –
Person Vs Person,
Person Vs Society,
Person Vs Nature ( natural disaster)
Person Vs Technology
Person Vs Supernatural
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Types……….
8. • Conflict can be between the same level
( Nurses – Nurses )
• Between different level of groups
( Nurses –Doctors , Patients , or other groups)
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9. • Conflict is a natural part of any team or
relationship.
• It can be healthy or unhealthy for the
relationship, depending on how it is handled.
• When conflict is handled constructively, it
promotes growth and problem solving.
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10. • Scarce Resources
• Conflicting attitude
• Ambiguous jurisdiction
• Communication barriers
• Conflicting perceptions, ideas, or beliefs
• Goals of parties are incompatible
• Unresolved prior conflicts
• Knowledge of self and others
• Differences between people
• Other structural factors (size, routines ,
specialization, reward systems)
• Conflicting thoughts/needs within an individual
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Conditions lead to conflict
11. • Not being a role model
• Take credit, no recognition
• Be judgmental
• Subordinate should come to see me
• Make yourself inaccessible to your team
• Individual Vs team approach
• Telling them? Consulting them? Or deciding with them?
• Come tomorrow
• Introduce change without consultation or discussion
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How to create conflict?
12. • Poorly defined goals
• Divergent personal values
• Lack of cooperation/trust
• Competition of scarce resources
• Unclear roles/lack of
job description
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General causes of conflicts in hospital
situation
13. • Stress
• Absenteeism
• Staff turnover
• De-motivation
• Non-productivity
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Effects of conflict in organizations
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Conflict Process
Events lead to conflict
Perceived conflict Felt Conflict
Manifest behavior
Conflict Resolution
Or Suppression
Resolution aftermath
15. • Predict (Latent) : conflict behaviour
• Perceived : person aware of the stressful situation
exists
• Felt : feelings and attitudes affect the conflict
• Manifest : change of behaviour result from the
earlier stages
• Resolution: tension is reduced- negotiated, problem
solved – mutual agreement
• Aftermath: negotiation, peace and reconciliation
prevent reoccurrence of the conflict situation ---------
-- or reoccur and start again
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Stages of conflict
22. • Consensus
• Collaborating
• Problem solving
• Identify both the problem and each party's needs
• Exploring alternative
• Choosing the most acceptable
• Planning
• Defining role
• Implementing &
• Evaluating
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Win-win
24. 1. RUN---------- not comfort, not beneficial
2. Change your attitude Understand (other person’s)
point of view – may be he have a problem with you or with
your attitude)- Try to understand it
3. Change their attitudeshow them another angle
help them see you as a person
4. Take a stand your attitude is not their problem
• You cannot change their attitude even after you try
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The strategies
25. • Show disapproval
• Take it seriously
• Don’t let them make you feel guilty
• Divide and conquer ( solving the problem
with group
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Quick tactics
26. Steps to resolve conflicts
• Assure privacy
• Empathize than sympathize
• Listen actively
• Maintain equity
• Focus on issue, not on personality
• Avoid blame
• Identify key theme
• Re-state key theme frequently
• Encourage feedback
• Identify alternate solutions
• Give your positive feedback
• Agree on an action plan
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27. Is friendly intervention by consent and invitation
for settling differences between parties
The mediator plays several roles
• Friendly intervener by consent
• Housekeeper
• Ringmaster
• Educator
• Communicator
• اinnovator
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Mediation
28. •Positive climate
•Define mediator role
•Describe mediation process
•Defines confidentiality
•Answer question
•Joint commitment
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Mediator action
29. • Frequent meeting of your team
• Allow your team to express openly
• Sharing objectives
• Having a clear and detailed job description
• Distributing task fairly
• Never criticize team members publicly
• Always be fair and just with your team
• Being a role model
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How to prevent conflicts
30. A structured, assertive, communication approach for
managing and resolving conflict.
D -- Describe the specific situation
E -- Express your concerns about the action
S -- Suggest other alternatives
C -- Consequences should be stated
When to use it?
• Whenever you have a personal conflict with
another health team member that threatens your
ability to perform your job well—
• Have timely discussion
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DESC Script
31. • D- ‘When you scream at me in front of my co-workers
about the delay in care, you’re making it personal’.
• E- ‘This reduces my credibility with the patients and
undermines my authority with staff. I feel you don’t
respect me.’
• S-’ If you are upset about delays or other patient care
issues, pull me aside and I will address your concerns.’
• C- ‘If your outbursts continue we won’t have a working
relationship, and patient care will suffer.’
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DESC Example
32. • L- Listen
• E- Empathize
• E- Explain
• N- Negotiate
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LEEN- Model for Conflict
Resolution
33. • L- “Can you help me understand why
you are upset”.
• E- “That is understandable, I can see why
you are upset”.
• E- “The reason we wanted to do this
was because—”
• N- “ Let’s agree on a path forward”.
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Conflict with Patients/Families
34. • L- “Can you help me understand how you see the
situation, how you are weighing the risks and
benefits.”
• E-” I can see how you see it that way”.
• E-” Let me explain how I see things.”
• N-” Let’s put the patient first and agree on
a plan”.
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Conflict with Clinicians
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4 Magic phrases at work you can use
to respond anything
•Tell me more
•Why would you say that ?
•Say that – why don’t you do that?
•Ask that – why do you ask that ?
36. Conflict is unavoidable
• Complexity of organizational relationship
• Interaction among workers
• Dependence of workers on one another
• Conflict is a healthy sign not a negative
process
• It reflects dynamics
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Conclusion
37. • Poorly managed conflicts
–Unfavorable with counter productive results
–Problems and negative attitude
• Well managed conflicts
–Stimulate competition
–Identify legitimate differences
–Powerful source of motivation
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Conclusion (Cont’d)