Conflict Resolution

Who deals with conflict? Whether its conflict with a coworker, a friend or a parent everyone has conflict. Why do we discuss conflict? It’s important to know how to handle conflict.

While we cannot avoid conflict, it’s important to know how to handle it in a constructive manner (and at work, in a professional manner) Many problems can be avoided by active listening. As healthcare workers, we must be able to prevent conflict from escalating

Conflict Styles Avoidance -steering clear of conflict. Conflict makes you feel uncomfortable. So you might go along with what other people want to do, without saying what you want. You might let others treat you rudely or unfairly, without speaking up.

Some avoidance is smart! For example- avoiding a spot where a gang may hang out Staying away from people that encourage or like conflict.

Confrontation-tough, aggressive, “in-your-face” approach to conflict. You see conflict as a battle that you have to win. You argue, you try to dominate, you threaten, and you may get abusive—either physically, by fighting, or verbally, by insults or sarcasm.

Sometimes confrontation is necessary If someone is attacking you or hurting you, confrontation is probably needed. Making a habit out of confrontation can lead to people avoiding you and get you in a lot of trouble.

Problem-solving- working to find solutions to conflict. You’re a good listener, you freely state your own feelings and opinions, and you’re willing to compromise. You probably get along with many different people. You don’t waste your energy fighting.

Problem solving skills Problem-solving requires skill and practice Steps to problem solving: Find a good time and place to talk- set a time when all parties are calm and meet in a private place. Set ground rules-No interrupting, no name calling, no put downs, tell the truth

Identify the problem or issue- Let each person say what happened Focus on the problem not on personalities Use active listening and “I” statements

Brainstorm for solutions- Be willing to compromise Don’t judge Let each person voice their solution

Choose a solution and agree on it- Decide on a solution that everyone agrees to.

“I” Statements “I” statements are used to take responsibility for your feelings/issue rather than blaming others. Focus on the problem not on the people involved. Make a non-threatening description of the problem

How to De-escalate Conflict Remain calm and centered-don’t allow the other person to force you into escalating the conflict Admit your part-say “I apologize” or “I’m sorry”-this can help diffuse a situation. Listen to the other person-listen for why they are upset or what they need.

Summary What are the 3 types of conflict? What are the 4 parts of problem solving? What is the value in using “I” statements? How do you de-escalate conflict?