Week 13 Flashcards
Conflict
A disagreement arising from differences in attitudes, values or needs. The actions of one party frustrate the ability of the other party to
What 3 things cause conflict in health care
Cultural differences / misunderstanding
Communication issues
Psychological issues
Components of conflict
Process
Content
Emotion (may be considered part of process
Parts of conflict: content
Substance of the dispute
Parts of conflict: process
Commutation and behaviour
- emotional issues - how we feel about the situation
Conflict can be (2)
Destructive or dysfunctional
Constructive or functional
How can conflict be positive
Provides experience and opportunity for personal and professional growth
Many conflicts are due to miscommunication or misinterpretation
5 ways to respond to conflict
Avoidance
Accommodation
- sort of a sacrifice
Compromise
- joint effort
Competition
- get own way
Collaboration
- ideal
Behaviour styles (4)
Aggressive
Passive
Passive aggressive
Assertive
Behaviour styles: aggressive
Dominates, no concern for others feelings
Behaviour styles: passive
Avoids conflict, denies own rights, doesnt express feelings
Behaviour styles: passive aggressive
Expresses dissatisfaction indirectly
Ex. Does a task poorly so others have to do it
Behaviour styles: assertive
Faces conflict, expression thoughts and emotions clearly
Does not attack judge or demean others
Assertive responses (5)
Empathy and description
Your feelings
State expectations
State intention/consequences
Assertive responses: empathy and description
Empathy and description of the behaviour or concern
Objective description of your perceptions (see, hear, etc)
Assertive responses: your feelings
State for reaction/feelings honestly
Assertive responses: state expectations
State clearly, a change in behaviour
Ex. I want you to be on time so….
Assertive responses: state intension / consequences
Ex. If this continues….
In a conflict situation, each person has … (2)
A position
A need/interest
A position
What one wants
A need or interest
Why they want it
Often covert and must be identified
To resolve an issue, focus on the ….
Need/interest of each individual and not their position
Listen actively and seek to understand
Reviews IPC/TBC modules for ladder of inference and most respectful interpretation
;)
As emotions escalate…
Objectivity decreases
Principles of conflict resolution
Identify cause
Stay focused
Summarize
Listen
Dont blame
Follow up
Acknowledge
Negotiate
Helpful communication techniques to resolve conflict
Active listening
Empathy
Paraphrasing
Reflection
Clarification
Open ended questions
Respect
Tone of voice
How to control your own behaviour
Be aware of non verbal communication
Speak only for yourself
Avoid generalizing (always, never)
Try to detach from emotion
Anger arousal stages (5)
Trigger
Escalation
Crises
Recovery
Post crisis depression
Anger stages: trigger
First
Perceived Threat, internal or external
Anger stages: escalation
Second
Release of adrenaline, prepares for crisis
Anger stages: crisis
Third fully prepared for fight/flight
- highly volatile
- quality of judgement and reasoning are decreased
Anger stages: recovery
Forth
Begins to recover and stress relieved and adrenaline dissipates over time
Anger stages: post crisis depression
Last, fifth
Return of awareness, may feel guilty or depressed
The goal of responding to an angry person is…
To prevent escalation
Tips to respond to angry people
Use judgment - no universal script
Keep calm
No why questions
Assessment for potential violent behaviour
Confusion or disorientation
Paranoia
Anger
Agitation
Intoxication
Verbal aggression
Ladder of inference
A model that helps people understand how their thoughts and believes influence their actions
Each step forward (assumptions, drawing conclusions) is a step up the ladder
MRI - most respectful interpretation
Mental model that involves considering the best interpretation of a situation.
- giving others the benefit of the doubt
