Conflict Resolution: Understanding and Managing Conflicts, Study notes of Communication

Download Conflict Resolution: Understanding and Managing Conflicts and more Study notes Communication in PDF only on Docsity! Conflict Resolution 101: Prevention and Treatment! Ndidi Unaka, MD Sue Poynter, MD, MEd Melissa Klein, MD, MEd Jennifer O’Toole, ME, MEd Javier Gonzalez del Rey, MD, MEd Disclosure of Commercial Relationship(s) • Ndidi Unaka, MD • Sue Poynter, MD, MEd • Melissa Klein, MD, MEd • Jennifer O’Toole, MD, MEd • Javier Gonzalez del Rey, MD, MEd NO FINANCIAL COI TO DISCLOSE So… • What is conflict? • How do we “react or respond” to conflict? • How we communicate? • How can we approach conflict? • Team vs. Groups • Negotiation • Win – Win “rule” So… • What is conflict? • How do we “react or respond” to conflict? • How we communicate? • How can we approach conflict? • Team vs. Groups • Negotiation • Win – Win “rule” Definitions of Conflict • To come into collision or disagreement; be contradictory, at variance, or in opposition; clash: “The account of one eyewitness conflicted with that of the other” • To fight or contend; do battle. • A state of disharmony between incompatible persons, ideas or interests; a clash. Oxford English Dictionary Positive Aspects of Conflict • Conflict can also be creative and constructive. • Conflict can: – Promote new ideas – Strengthen relationships – Stimulate individual growth – Facilitate the examination of problems – Encourage interpersonal communication So… • What is conflict? • How do we “react or respond” to conflict? • How we communicate? • How can we approach conflict? • Team vs. Groups • Negotiation • Win – Win “rule” Conventional Responses to Conflict • Conventional responses could appear to address the conflict but may not be effective: – Withdrawal, staying silent – Denial – Dominance – Suppression – Placate 12 Communication 101 • Verbal & Non Verbal • Distances – Intimate Zone – Personal Zone – Social Zone – Reactionary Gap • Styles – Transactional Analysis – Critical Parents – Nurturing Parents – Adult Ego State – Adopted Child – Free Child Communication 101 • Non Verbal & Verbal • Distances – Intimate Zone – Personal Zone – Social Zone – Reactionary Gap • Styles – Transactional Analysis – Critical Parents – Nurturing Parents – Adult Ego State – Adopted Child – Free Child How we communicate? • Body language Facial expression and body language (55%) • Tone The way the words are said (38%) • Words Words that are spoken (7%) (Mehrabian A. (1971) Silent messages) “| intubated that patient” aK erie 1 S Fame iitelkeaks “| intubated that patient” aK erie 1 S Fame iitelkeaks Non Verbal… Tone? “Proxemics” aK Orie uar 1) Fam@atiteiesiks PUBLIC ZONE (10 ft +) Furthest distance at which people can communicate effectively Subjects entering or remaining within this area cause no anxiety or concern “Proxemics” SOCIAL ZONE (18 ins to 10 ft) Distance at which people can talk comfortably without perceiving any threat “Proxemics” Changing the “Tone” • “V” System • Table Design Communication 101 • Non Verbal & Verbal • Distances – Intimate / Personal Zone – Social Zone – Reactionary Gap • Styles – Transactional Analysis – Critical Parents – Nurturing Parents – Adult Ego State – Adapted Child – Free Child Attitude and Behavior Cycles “ The way you see them is the way you treat them and the way you treat them is the way they often become” Zig Ziglar COMPLIANCE VERBAL RESISTANCE / GESTURES PASSIVE RESISTANCE ACTIVE RESISTANCE AGGRESSIVE RESISTANCE SERIOUS AGGRAVATED AGGRESSION Conflict Escalation Model Danger Signs Warning Signs IMPACT FACTORS COMPLIANCE VERBAL RESISTANCE / GESTURES PASSIVE RESISTANCE ACTIVE RESISTANCE AGGRESSIVE RESISTANCE SERIOUS AGGRAVATED AGGRESSION Conflict Escalation Model Danger Signs Warning Signs Impact Factors PEOPLE Sex, age, size, build, skills, mental state, numbers present, physical or mental tiredness. OBJECTS Alcohol, drugs, potential weapons, items of value, time of the day, animals. PLACES Excessive noise, safe exits, room layout, public or private premises, slip/trip hazards, imminent danger. Communication Models • LEAPS can help you defuse and resolve a potentially difficult situation • Helps to bring a sense of professionalism when applied in the workplace L = LISTEN E = EMPATHIZE A =ASK QUESTIONS P = PARAPHRASE S = SUMMARISE Dr. G. J. Thompson “Verbal Judo” Let’s Practice… • An 8 year old with chronic abdominal pain (6 months) is referred to the ED for work up. There is a history of multiple office visits for pain the past 2-3 weeks. There is no weight loss, fever or other constitutional issues. VS are normal and the child is subdued but appears well. The family is stressed. After your assessment of the child – you do not find any significant history or PE findings that concern you. In the referral it states they are looking for a work up and for GI to see the patient today in the ED. • What are options for the conversations to have with family and referring MD to mitigate issues? Let’s Practice… • A fellow calls for a surgical consult on a patient with an abnormal exam / concerning for surgical abdomen. Surgical resident arrives and you noticed that he / she is very condescending with the resident and makes several inappropriate statements about your service. • Discuss some options to advocate for the resident / your practice. Groups, Teams and Organizational Effectiveness • Group – Two or more people who interact with each other to accomplish certain goals or meet certain needs. The Stages of Group Development Forming Berean lar® Hey cular Tata LT) Adjourning aK erie 1 SF a il teaceta ke The Stages of Group Development Forming Berean lar® Hey cular Tata LT) Adjourning aK Orie uar 1) SF a il teaceta ke Let’s think for a second… • There are two people in a kitchen. There is only one orange left and both of them want it. What would you expect as the solution? • Compromise is one option. They might cut it in half and each gets half. Did they get what they wanted… • Let’s assume that’s what they do. One person now goes to the juicer and starts squeezing a rather too small glass of orange juice. • The other, with some difficulty, begins to grate the rind of the orange to flavor a cake. A win/win approach involves: • Going back to underlying needs • Recognizing individual differences • Adapting positions in light of shared information and attitudes • Attacking the problem, not the people In Summary... aK Cincinnati S Fame iitelkeaks How we communicate? • Body language Facial expression and body language (55%) • Tone The way the words are said (38%) • Words Words that are spoken (7%) (Mehrabian A. (1971) Silent messages) Communication Models • PEACE model can help prevent communication breakdowns before they escalate: P = PLAN, PREPARE E = ENGAGE, EXPLAIN A = ACCOUNT FOR ACTIONS C = CLOSURE E = EVALUATE One Word about today... aK Cincinnati S Fame iitelkeaks “We must all learn to live together as brothers or we will perish together as fools. We are tied together in the single garment of destiny, caught in an inescapable network of mutuality. And whatever affects one directly affects all indirectly. For some strategic reason, I can never be what I ought to be until you are what you ought to be.”