Conflicts between employees and multiple interdisciplinary teams can be unavoidable in senior living communities, adding stress and uncertainty for everyone involved.
While it’s often easy to point out how others react during conflicts, understanding our own responses can be more challenging.
Disagreements can offer valuable feedback and highlight areas in the workplace that need improvement.
Healthcare leaders and employees can maintain cohesion and morale by adopting effective conflict resolution strategies to create a supportive and productive workplace environment.
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What is conflict resolution in a healthcare setting?
Conflict resolution in a healthcare setting involves methods for addressing and managing disagreements and conflicts that arise among healthcare providers, employees, and their residents.
The resolution’s main goal is to ensure high-quality care and a positive workplace.
Conflict resolution addresses disputes in a fair, efficient, and respectful manner.
The outcomes of effective conflict resolution include:
- Enhanced resident care and safety
- Improved team collaboration and communication
- Reduced stress and burnout among employees
- Increased job satisfaction and morale
- Higher overall efficiency and productivity
Key strategies for resolving conflict in healthcare
There are five main established conflict resolution strategies: accommodation, collaboration, compromise, avoidance, and competition.
Each strategy has its benefits and drawbacks, and the appropriate approach depends on the specific situation and the individuals involved.
Emotional intelligence plays a deciding role in determining the best strategy for each specific situation, as it helps in understanding and managing emotions effectively to achieve the most positive outcome.
1. Accommodation
Accommodation involves setting aside one’s own needs to please others and maintain peace.
It’s useful when the issue is minor or when preserving the relationship is more important than the outcome. However, overuse can lead to resentment and unaddressed problems.
For example, a nurse agrees to work an extra shift to help a colleague or a team member goes along with a decision they disagree with to keep the peace.
2. Collaboration
Collaboration involves working together to find a mutually beneficial solution. This strategy promotes creativity and builds trust, but it can be time-consuming and requires high commitment from all parties.
For example, a care team collaborates to develop a comprehensive care plan for a resident, or staff members work together to create a new protocol that addresses everyone’s concerns.
3. Compromise
Compromise involves each party giving up something to reach a solution acceptable to everyone. It’s quicker than collaboration and maintains relationships, but it may not fully satisfy everyone.
For example, two nurses agree to alternate weekends off, or different departments share limited resources by taking turns.
4. Avoidance
Avoidance means ignoring or postponing the conflict. It can be appropriate when the issue is trivial, or emotions are too high, but can lead to unresolved issues and increased tension if overused.
For example, a manager might postpone addressing a minor policy breach until a more appropriate time or a care partner could avoid a heated debate during a busy shift.
5. Competition
Competition involves assertively pursuing one’s own interests at the expense of others. It can be effective for quick decisions during emergencies, but if overused, it can harm relationships and create a hostile environment.
For example, a department head might enforce a strict new policy to address immediate patient safety concerns despite staff objections, or a senior nurse might insist on following a specific protocol during an emergency, overriding others’ suggestions.
Importance of emotional intelligence in conflict resolution
Emotional intelligence is the ability to recognize and understand our own emotions, as well as the emotions of those around us. This skill involves knowing how emotions influence interactions and using this knowledge to resolve conflicts effectively.
How emotional intelligence resolves conflicts better
- Enhances empathy to value the perspectives and feelings of others
- Improves communication to reduce misunderstandings
- Manages emotions to prevent escalation and promotes calm, rational discussion
- Builds relationships through improved trust and respect, making conflict resolution easier and more effective for all involved
Scripts for developing emotional intelligence for conflict resolution
1. Practice active listening
- Script: “I hear you say you feel overwhelmed with your current workload. Can we discuss some ways to balance the tasks more effectively?”
- Tip: Focus entirely on the speaker, acknowledge their feelings, and respond thoughtfully.
2. Reflect on your emotions
- Script: “I noticed I felt defensive during our last conversation. I think it’s because I’m worried about meeting our deadlines.”
- Tip: Regularly take time to understand your emotional responses and their triggers.
3. Show empathy
- Script: “It sounds like you’re frustrated with the current situation. I can understand how that must be tough.”
- Tip: Validate the other person’s feelings and show that you understand their perspective.
4. Maintain open communication
- Script: “Let’s set aside some time to talk about this issue openly. I want to understand your viewpoint and find a solution together.”
- Tip: Encourage honest and open dialogue, creating a safe space for expressing concerns.
5. Manage stress effectively
- Script: “I think we’re both feeling stressed about this deadline. How about we take a short break and then return to discuss our next steps?”
- Tip: Recognize when stress is affecting interactions and take steps to mitigate its impact.
Real-world examples of emotionally intelligent conflict resolution
Example 1: Resolving a scheduling conflict
A caregiver and a nurse have a dispute over weekend shifts. The emotionally intelligent manager listens to both sides, acknowledges their feelings, and helps them find a compromise.
The manager says, “I understand you both have important commitments. Let’s look at the schedule together and see if we can find a solution that works for everyone.”
Example 2: Addressing a family’s concerns about care
A family is upset about their loved one’s care plan. The healthcare provider listens empathetically, validates their concerns, and explains the rationale behind the care decisions.
The provider says, “I can see why you’re concerned about the medication changes. Let’s review the treatment plan and discuss any adjustments to address your worries.”
Example 3: Managing team disagreements
During a team meeting, two staff members disagree on a new procedure. The team leader acknowledges the tension, encourages each person to share their perspective without interruption, and facilitates a discussion to find common ground.
The leader says, “I appreciate both of your viewpoints. Let’s explore how we can integrate your ideas to improve our process.”
Join our team at Kensington Place Redwood City
At Kensington Place Redwood City, our dedicated memory care community specializes in exceptional care for individuals with dementia and Alzheimer’s.
Located in the heart of Redwood City, California, we pride ourselves on a warm, inclusive environment where our commitment—Our Promise—is to love and care for each resident as if they were our own family.
If you’re a compassionate caregiver passionate about making a difference, we invite you to explore our careers page and consider joining the Kensington Place Redwood City team.