Conflict management and resolution Flashcards
What is a conflict?
Conflicts are disagreements that lead to tensions within and between people (Hammerich)
Disagreement in an issue and if unpleasant tensions arise = Conflict
What are the signs of collegial potential conflict?
- Gossip
- Avoidance
- Resistance
- Exclusion
- Absenteeism
- Mood change
- Silences, or a drop in the amount of communication
- Inappropriate communication
- Negative body language
- Continual complaining or arguments
- Change in work and decision-making styles
- Change in social pattern, and
- Recurring problems
Describe the zones of conflicts (Hammerich)
Zone 1: Area of greater society
- We are not directly part of the conflict
- Indirectly we can vote on actors in the zone
- Governments, world politics etc.
Zone 2: Area of relations
- Where we meet conflicts in our daily life
- Face-to-face communication - We are in direct contact with other people
- We can choose how we will deal with the conflicts
- We are the actors in this zone
Zone 3: Area of learning
- Where we learn and train to handle conflicts
- The attitudes and skills we acquire in Zone 3 can lead to great changes in our own personal lives and also in community life.
- Conflict management training
Which dimensions of conflict is there and how can they be solved? (Hammerich)
Instrumental dimension
- Disagree about objectives and methods
- EX: What to do and how to do it
- Solution: Problem solving
Dimension of interest
- Competition for resources which are sparse or appear to be sparse
- EX: Money, time, space, labour
- Solution: Negotiation to an agreement
Dimension of value
- Values that are precious to us are at stake
- EX: Political, religious, moral values
- Solution: Dialogue to a mutual understanding
Personal dimension
- Personal existence and everyday life
- EX: Identity, self worth, loyalty, rejection
- Solution: Dialogue to a mutual understanding
Describe the 3 ways of meeting a conflict (responding)
Flight
- evade, wear a mask, ignore, postpone, wait, bend of
Fight
- attack, defend, threaten, blame, or use verbal or physical violence
Opening
- acknowledge the situation, to dare to examine it, to check, ask and be clear
Discuss how you understand Glasl´s escalation model (Monberg)
Each stage represent a phase in the conflict
Illustrates how conflict escalates if not handled constructively
Can be used as a common language
Can be used to seperate the Person from the Problem
Gives an overview of what to do at the different
Stage 1-2: The conflict can still be resolved by the ones involved in the conflict
Stage 1-3: Conflict about the conflict
Stage 4-9: Conflict about solving the conflict
need external help to solve since the ones involded dont talk to each other
Describe the 3 divisions of conflict with internal and external relations (Monberg)
Intrapersonal conflicts
- A conflict a person is having with himself
Interpersonal conflicts
- Between to or more persons
Organizational conflicts
- Distressed conditions within the organisation
What do you manage a conflict?
Create a positive Environment
Understand the other Person’s point of view
Clarify and define the Issues
Generate possible Alternatives/Solutions
Negotiate a Solution
Why is conflict management important in interprofessional health care?
Conflict can be a negative or positive force on a team
Conflict can destroy a team, and in turn, have poor outcomes for patient care
When used constructively, conflict can be one of the most productive forms of collaboration
What is conflict management?
The process of limiting the negative aspects of conflict while increasing the positive aspects of conflict.
