Managing Conflict

Question 1

Conflict

Answer 1

• Traditionally seen as negative: incompatible opinions/attitudes or workplace tension/battles
• Mutually beneficial outcomes are possible if conflict viewed as an opportunity to recognize and appreciate concerns

Question 2

Benefits of Conflict

Answer 2

• Nothing inherently negative
• Can avoid by enhancing communication
• There are beneficial reasons to encourage people to express dissenting opinions (critically analyze assumptions)
• Failing to consider objections can also be dangerous
• Create workplace culture where members are free to express opinions and are considered thoughtfully and respectfully

Question 3

What drives conflict?

Answer 3

• Considering typical sources can help managers prepare for them
• Differences in personalities, communication styles, decision preferences, or work approaches can lead to conflict
• Be sensitive to conflict prone situations and try to minimize them when unncessary

Question 4

Conflicts + Pharmacy Setting

Answer 4

• Heavier than normal workloads
• Being understaffed
• New staff members
• Scheduling disagreements
• High noise levels
• New protocols/procedures
• Inadequate understanding of job duties
• Pharmacist makes money but the tech does the work
• Medication errors

Question 5

Three Conversations for Conflicts

Answer 5

• What Happened
• Feelings
• Identity

-Understanding these conversations can allow for swift resolutions

Question 6

What Happened Conversation

Answer 6

• Disagreement about what happened/should’ve happened

- Blame is often assigned

Question 7

Feelings Conversation

Answer 7

• Related to emotions inherent in the conflict

- Feelings may include hurt or anger

Question 8

Identity Conversation

Answer 8

• Internal conversation with ourselves about what a situation means to us personally
• Ask if we are overreacting, behaving selfishly, or demonstrating incompetence

Question 9

What to learn about coworkers

Answer 9

• Values
• Communication methods
• Communication styles
• Decision making approaches

Question 10

Responses to Conflict

Answer 10

• People usually have a default method for responding to conflict
• Approach is often linked to level of assertiveness and cooperation
• Awareness of approach can support effective resolution of conflict

Question 11

5 Conflict Modes

Answer 11

• Competing
• Accommodating
• Avoiding
• Compromising
• Collaborating

Capable of responding in any mode, but tend to favor one over another after repeated use

Question 12

Competing Mode

Answer 12

• Assertive and uncooperative
• Win-at-all-costs mentality
• Use every tool available to achieve victory

Question 13

Accommodating Mode

Answer 13

• Opposite of competing, cooperative and unassertive
• Prone to self-sacrifice and will neglect personal needs in favor of the needs of others
• Will follow directives even when they do not agree with them

Question 14

Avoiding Mode

Answer 14

• Both unassertive and uncooperative
• Do not pursue their own goals or those of others
• Sidestep issues, put off tasks needing completing, withdraw from situations resulting in conflict

Question 15

Compromising Mode

Answer 15

• Moderate assertiveness and cooperativeness
• Goal is common ground to satisfy all
• Tend to give up more ground compared to competing mode to preserve relationships

Question 16

Collaborative Mode

Answer 16

• Assertive and cooperative
• Attempt to find solutions that mutually satisfy all parties
• Requires more time investigating root of problem
• Allows a better understanding of opposing views to reach a consensus
• Can benefit from advanced preparation

Question 17

Resolution Pre-Work

Answer 17

• Analyzing your own interest and those of others
• Defining your desired outcome
• Considering natural points of agreement and intersection between your interests and others
• Listing factors that might derail the conversation and developing strategies to stay on track
• Pay attention to timing

Question 18

Collaborative Conversation Elements

Answer 18

• Identify the problem
• Identify all possible solutions
• Decide which is best
• Determine how to implement the solution
• Assess the outcome of the solution

Question 19

Collaborative conflict Resolution

Answer 19

• Not easy
• Requires time and effort from all party as well as sensitivity to needs/feelings of others
• Preferred since is focuses energy on attacking a problem instead of individuals

Question 20

Productive Debate Techniques

Answer 20

• Cultivate open culture
• Ask for advice/concerns before making decisions
• Ask questions rather than expressing opinions
• Expect staff to express opinions and reward individuals for doing so
• Designate a “devil’s advocate”
• Ask staff to provide a list of pros and cons
• Be open to feedback