Basic skills of conflict management in healthcare setting
Conflict management in healthcare refers to handling and resolving disagreements that may arise between healthcare professionals, patients, or different departments within an organization.
Common conflict scenarios in healthcare
Here are some common conflict scenarios in healthcare and tips on how to manage them effectively:
- Conflict between team members. One of the primary sources of conflict in healthcare is disagreements among team members. This could be due to differing opinions, personality clashes, or misunderstandings.
- Patients and healthcare providers conflict. Another frequent source of conflict in healthcare is between patients and healthcare providers. Patients may become frustrated due to long wait times, lack of communication, or perceived inadequacy in care.
- Different departments or units in healthcare settings. In healthcare settings, conflicts may arise between different departments due to differences in skill sets and priorities.
- Patients’ families and healthcare providers. Conflicts can arise when patients are unable to communicate for themselves. Family members may feel frustrated or worried about their loved one’s care, having different opinions on what should be done.
Key skills for conflict management in healthcare
Managing conflict is essential in healthcare settings, regardless of its causes. These skills will be essential for graduates of CCNE Accredited programs such as the one available from Walsh University as they prepare to assume leadership roles within healthcare organizations.
Active listening
Active listening is an invaluable skill for healthcare professionals as it enables them to comprehend the worries and perspectives of others involved in a conflict. Active listening involves paying close attention to what the other person says, clarifying any misunderstandings, and responding appropriately.
This skill is crucial as it enables healthcare professionals to communicate effectively with others and resolve disagreements amicably.
- Effective communication
Effective communication is paramount in conflict management as it ensures all parties involved understand the issues and work toward a resolution. Effective communication entails:
- Expressing oneself clearly and concisely
- Utilizing appropriate language
- Actively seeking feedback from others
Healthcare professionals need excellent communication skills to guarantee patient care is not compromised due to misunderstandings or breakdowns in communication.
- Emotional intelligence
Emotional intelligence is the capacity to recognize, comprehend, and manage one’s own emotions as well as those of others. This skill set is essential in conflict management because it enables healthcare professionals to approach conflicts calmly and rationally while understanding others’ emotions and perspectives in a conflict so they can respond appropriately with empathy and understanding.
- Negotiation
Negotiating skills are indispensable in conflict management as they enable healthcare professionals to reach a mutually acceptable solution. Negotiation abilities involve being able to identify and prioritize the needs and interests of all parties involved in the conflict as well as compromise and find common ground. Successful negotiation helps healthcare professionals resolve conflicts in ways that benefit all involved.
- Problem-solving
Problem-solving skills are fundamental in conflict management as they enable healthcare professionals to identify the root cause of a conflict and find an appropriate resolution. Problem-solving involves analyzing a situation, gathering data, and creating and executing a plan of action; successful problem-solvers help prevent similar conflicts from reoccurring in the future.
- Empathy
Empathy is an essential skill in conflict management as it allows healthcare professionals to understand and appreciate the emotions and perspectives of others involved in a dispute. Empathy requires placing oneself in another person’s shoes and acknowledging their needs and feelings
The six essential skills discussed in this article — active listening, effective communication, emotional intelligence, negotiation, problem-solving, and empathy — are necessary for effective conflict management in healthcare settings.
Benefits of employing key skills for conflict management in healthcare
Conflict is inevitable in healthcare due to its high-stress environment, diverse personalities, and need for quick decisions. Nurses and healthcare professionals must be skilled at conflict management if they want patients to receive quality care without negative outcomes.
Improved patient care
Utilizing key skills for conflict management in healthcare leads to improved patient care. Nurses with strong conflict management abilities can quickly and efficiently resolve disputes between patients, family members, and healthcare providers. Doing so reduces the stress that patients and families may feel, thus improving patient satisfaction and outcomes.
- Better teamwork
Practical conflict management skills also promote teamwork among healthcare professionals. Nurses who possess these abilities can better collaborate with colleagues to develop treatment plans, share patient information, and offer each other emotional support.
Reduce stress
Stress is a prevalent issue in healthcare, and unresolved conflicts can add to it. But by employing essential skills for conflict management, nurses can reduce stress levels for themselves and their colleagues by understanding others’ perspectives, thus preventing misunderstandings or conflicts.
- Enhancing leadership capabilities
This is necessary skill set for healthcare leaders, and nurses with these abilities are well suited to take on leadership roles. By successfully managing conflicts, nurses can demonstrate their leadership abilities, earn respect from colleagues, and earn the trust of patients and their families.
Improved patient safety
Practical conflict management skills can enhance patient safety in healthcare settings. Disruptions can distract healthcare providers from their duties, leading to errors or delays in patient care. On the other hand, nurses with strong conflict management abilities can quickly resolve disputes and refocus attention on patient needs.
Effective strategies for conflict resolution promote open communication, mutual respect, and collaboration between parties. Nurses should possess unique skill sets for managing conflict in healthcare, including clinical expertise, problem-solving abilities, and emotional intelligence.
Conclusion
Effectively managing conflicts can improve patient outcomes, increase job satisfaction, and reduce workplace stress. Communication, active listening, empathy, and problem-solving abilities are essential in handling conflicts in healthcare. Therefore, healthcare professionals must receive training on conflict management techniques and practice them through their work and continuous learning.
