Week 9 PP Flashcards
Conflict comes down to…
a difference of opinitons involving strong emotions
It can range from brief explosive disputes to subtle, long-lasting issues. Either way, conflict triggers different behaviours in each of us, from destructive to productive responses. And while conflict can be very uncomfortable, it is a natural and inevitable part of relationships
What is Conflict?
-Can exist between individuals or groups
-It is an inevitable part of workplace relationships and CAN be productive
-Can be a state of opposition between people or ideas, incompatible goals, a disagreement, etc.
-your response to it is in your control. You cannot control how others respond to conflict
What is Workplace Conflict?
- a situation where there are opposing ideas or opions about something related to work or something happening in the workplace
Types of Workplace conflict
Personality differences
Annoying behaviours
Blurred lines between roles
Different values/interests
Scarce resources
Poor performance
Manager/employee issues
Change and transitions
Communication gaps
Personality Differences
Happen in all environments. With strong personalities there can be a struggle for dominance
Annoying behaviours
Small behaviours or habits that can drive others crazy. Small thins that if left unresolved can fester
Blurred lines beteen roles
If there are not clear roles it can lead to conflict
Different values and/or interests
Religious beliefs, polical stances/ Diveresity in workplace is essential but the need for empathy and acceptancei s essential as well
Scare resources
Overworked employees can lash out against their co-workers if they are feeling drained, frustrated or overwhelmed
Poor performance
usually involves one employee who is constantly underperforming
Manager/employee issues
Management style or personality clash
Change or transitions
DDS retrining and new dentist has purchased the practice
Communication gaps
Ensure people are in the loop on things happening in the practice and given the opportunity to ask questions and fully understand
Conflict is destructive when:
-one person gives in too much (win-lose)
-the dispute hurts a relationship
-there is no agreement reached
-there are uncontrolled emotions, anger, and raised voices
-the conflict prevents or stops people from doing what they need to be doing
Conflict is constructive when it:
-leads to resolution
-builds a strong relationship with improved communication
-opens people up to new ideas
-leads to win-win resolution
-develops common goals
-clarifies a problem situation and leads to positive change
There are two type sof conflict:
Dysfunctional conflict - occurs where there is no respect for either side’s point of few. No allowance of different thoughts or opinions
Functional conflict - conflict is managed through a process of negotiation and respect
What is Dysfunctional Conflict?
-Occurs when feelings or emotions cloud the issue
-When there is no respect for either sides point of view
-Comes when there is a sense of ego or pride in winning
-Both sides leave the conflict feeling that nothing has been resolved and the tension has increased, not improved
If conflict is not managed properly…
it can disrupt the efficiency and function of a dental practice
-increase stress
-waste time
-be seen as a personal attack
-be emotionally draining
Functional conflict can allow for positive outcomes:
-everyone has the opportunity to speak
-people feel they have been heard
-people feel something will be done about the issue
-it raises awareness of a problem
-can reinforce personal values
-can lead to a better knowledge of others
-can be a catalyst for change within an environmet or conflict
5 Conflict Management Styles
Process that enable youto deal with conflict more easily.
- Avoiding (lose/lose)
- Accommodating (lose/win - being a door mat)
- Compromising (letting the other person win every time)
- Competing (win/lose - you are winning)
- Collaborating (win/win - talking it through)
Competing Style of Conflict
win/lose
-controlling, doesn’t regard needs of others
-useful for unpopular decisions or for standing up for someone
Avoidance Style of Conflict
-lose/lose
-Passive, can lead to internal anxiety
-issues, cooling off, or when conflict would be too great
Collaboration Style of Conflict
-win/win
-confronts conflict & produces a constructive result
-takes time, requires sharing control
Compromise Style of Conflict
-Bargaining, can be fast, but provides partial satisfaction not innovative
Accommodating Style of Conflict
-lose/win
-ignore own needs to resolve problem quickly
-useful to preserve harmony when issue is not that important
Managing Conflict
When dealing with a patient or colleague it is important to focus on the issue and not the person.
Try to remove the feelings from the issue and just look at the facts
Steps to Manage Conflict
- Accept that not all conflict can be resolved.
- Speak in person – rehearse if needed.
- Paraphrase. (reword to increase clarity)
- Use empathy.(understand and share others
feelings). - Watch the language used.
◦ Avoid “all, every, always, never”
◦ Avoid “you” versus “I language - Stand up for yourself.
- Ask for help.
Managing your emotions
- Identify your emotions. Anger, sadness, fear and insecurity are common emotions that cause conflict.
- Make a conscious decision to express your emotion, feelings and concerns before they reach an emotional peak. In other words, think before you act, recognize when you are emotional and realize that you are responsible for how you feel and that only you can control your emotions.
- If you have difficulty composing yourself prior to responding, it is best to take a few deep calming breaths, or ask for some time to go for a walk or perform a calming activity in order to clear your thoughts and regain your rationale state prior to continuing the discussion
Personal Attacks
-avoid personal attacks, name calling and emotional overstatement
-verbal aggression does not solve problems, it only escalates them. Avoid using another person’s disadvantage for you. Do not pick on people or make fun of them or their looks, or culture. This will cause greater hostility
Effective Listening
It is important to listen to what others are saying when you are in conflict. Avoid making assumptions about what others are thinking or feeling. Be attentive and allow other people to express themselves without judging them.
Assertiveness can be defined as…
“pursuing your best interests without denying other’s rights.”
People who are assertive typically..
speak up for themselves and do not allow others to walk over them. This can be done in a respectful manner and does not have to mean shutting out other people opitons ideas or feelings
Being assertive means…
being confident in your decisions and sharing your decision making and problem sovling. It also means that you are not ME focused are open to other peoples ideas and can say what you think in a non-threatening or derogatory manner
How can Assertivenes be communicated?
is communicated both verbally and nonverbally, therefore it is important to have your non-verbal and verbal communication align.
Communicating with Patients
-Speak slowly, not loudly
-Separate questions
-Avoid idiomatic expressions or slang
-avoid difficult words and unnecessary information
-use short, simple sentences
-check meanings
-when communicating across cultures, never assume that the other person has understood
- be an active listener
-summarize what has been said in order to verify it
-avoid negative questions
-make an empathetic statement
-set realistic expectations of your own power as a health care professional
-take care of your emotional well being
Teamwork defined
- a combined action of a group of people, especially when effective and efficient
-teamwork results when everyone feels needed and respected
what is a strong team?
-promote group involvement in decisions
-focus on understanding each other
-take work, time, energy & good leadership
What is Being a Team Member?
-Dentistry is a team-ortiented business
-Teams are made up of individuals with diverse skills and talents with a common purpose
-co-workers should be treated with the same collaboration and courtesies that are shown to patients
Teamwork is..
- Be flexible and receptive to altering the way responsibilities are performed.
- Be self-confident and use self-initiative when it is time to get things done. Don’t wait to be told what to do.
- Show appreciation to coworkers, don’t take advantage of them.
- Think before speaking.
- Do not let your emotions get involved.
- First impression is not always the right one.
- Share the ups and downs of the day.
- “your way” may not always be the right way.
Conflict Resolution with Co-Workers
- Be specific about your conflict
- Resist involving yourself in conflict that does not involve you.
- Try to depersonalize conflict.
- Be open and listen to another’s point of view. (think about how the person responded to the conflict)
- Don’t always include the dentist or office manager in the conflict.
- Take it away from other co-workers no involved in the conflict.
- Limit the complaints to those directly involved with the conflict.
- Know when the conflict is more than the conflict.
- Consider a mediator if the problem gets out of control.
- It’s not all about you.
