Managing Conflict

Question 1

Identify the common reasons conflict occur

Answer 1

• when two or more values, perspectives and opinions are contradictory in nature and haven’t been aligned or agreed upon
  1. Within yourself when you’re not living according to your values
  2. When your values and perspectives are threatened
  3. From discomfort or fear of the unknown or from lack of fulfillment

Question 2

List methods of dealing with conflict

Answer 2

There is no one best way to deal with conflict. It depends on the current situation.

• Avoid it. Pretend it is not there or ignore it.
  Usually this approach tends to worsen the conflict over time.
• Accommodate it. Give in to others, sometimes to the extent that you compromise yourself.
  Usually this approach tends to worsen the conflict over time, and causes conflicts within yourself.
• Compete. Work to get your way, rather than clarifying and addressing the issue.
• Compromise; mutual give-and-take
• Collaborating. Focus on working together.

Question 3

Practice conflict management strategies

Answer 3

• Do not take the anger personally
• Respect the person’s feelings and the need to relieve stress by venting
• Anger and loss of control are symptoms of illness, think of them as you would fever
• Listen intently
• Observe the person’s body language closely for either a decrease or increase in their anger
• Identify and focus on the issue
• Give calm, soft answers and responses
• Never argue in return
• Gently set limits of what you will not tolerate such as profanity or verbal abuse

Call for a third person (dentist, office manager) if you cannot calm the patient

Document the entire incident: the source of the anger, how the patient expressed it, and your actions to correct the situation

Do not let an aggressive patient come between you and the door. Always have a clear path to an escape route.

Move slowly and in full view to avoid any perceived threat to the patient.