Last updated on Sep 2, 2024

You're facing a clash between senior healthcare staff members. How can you resolve the conflict effectively?

Conflicts in healthcare settings, especially among senior staff, can significantly impact the quality of patient care and the workplace environment. As a healthcare manager, you're tasked with resolving these clashes swiftly and effectively. The following steps are designed to guide you through the process of conflict resolution, ensuring that you maintain a harmonious and professional atmosphere in your healthcare facility.

1 Acknowledge Issue

When a conflict arises, it's crucial to acknowledge it promptly. Ignoring the issue can lead to a toxic work environment and decreased staff morale. Approach the situation with an open mind, and make it clear to the involved parties that their concerns are heard and taken seriously. Your role is to facilitate a dialogue that allows each individual to express their viewpoints without interruption or judgment. By validating their feelings and perspectives, you create a foundation for mutual respect and understanding, which is essential for any successful resolution.

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Silvia Penedo Torres

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Dialogar es la clave y si no se puede el silencio a veces dice más que mil palabras. No confrontar y seguir trabajando mucho más.

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Jessica Stewart, MHA, MPH

Founder and CEO @ Good Stewart Consulting, LLC | Healthcare Operations and Growth Strategies
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When conflict comes up, it’s important to address it right away. Letting it fester can create a toxic work environment and tank staff morale. Approach the issue with an open mind, and make sure everyone involved knows their concerns are being heard and respected. Your job is to facilitate a conversation where each person can share their side without interruption or judgment. By validating their feelings and perspectives, you lay the groundwork for mutual respect and understanding, which is key to finding a successful resolution.

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2 Open Dialogue

Once you've acknowledged the conflict, it's time to encourage open dialogue. Set up a meeting in a neutral space where all parties can discuss their differences without fear of repercussion. It's important to establish ground rules for this conversation, such as one person speaking at a time and refraining from personal attacks. As the mediator, your job is to guide the conversation, ensuring that it remains productive and focused on finding a solution. Active listening and empathy are key here; show that you understand each point of view by summarizing and reflecting back what you hear.

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Jessica Stewart, MHA, MPH

Founder and CEO @ Good Stewart Consulting, LLC | Healthcare Operations and Growth Strategies
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After acknowledging the conflict, the next step is to facilitate open dialogue. Arrange a meeting in a neutral setting where everyone involved feels safe to air their differences without worrying about repercussions. Set clear ground rules, like taking turns to speak and keeping things respectful—no personal jabs. As the mediator, your role is to keep the conversation on track, focusing on solutions rather than letting it spiral. Use active listening and empathy; make it clear you’re tuned in by summarizing and reflecting back what’s being said. This helps everyone feel heard and moves you closer to resolving the issue.

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3 Identify Causes

To resolve a conflict effectively, you must identify its root causes. Often, clashes stem from miscommunication, differences in values or work styles, or competition for resources. Ask probing questions to uncover the underlying issues, and listen carefully to what senior staff members say. Understanding the real reasons behind the conflict will help you address the problem at its core, rather than simply putting a temporary fix on surface-level symptoms. Remember, the goal is to find a long-term solution that prevents future disputes.

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Tiago Kenji Takahashi

médico oncologista
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Escutar todas as versões. E ser um bom mediador para chegar em um ponto comum para resolução. Num impasse, podemos usar personagens intermediários para contornar o conflito.

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Jessica Stewart, MHA, MPH

Founder and CEO @ Good Stewart Consulting, LLC | Healthcare Operations and Growth Strategies
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To effectively resolve a conflict, you need to get to the heart of what’s really causing it. Conflicts often arise from things like miscommunication, clashing work styles, or competition over resources. Dig deeper by asking thoughtful questions and really listening to what’s being said, especially from senior staff who might have key insights. By identifying the root causes, you can tackle the actual problem instead of just patching up the symptoms. The aim is to find a lasting solution that not only resolves the current issue but also helps prevent future conflicts down the line.

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4 Explore Solutions

With the causes of the conflict in mind, work collaboratively with the senior staff to explore potential solutions. Encourage creativity and openness to different ideas, ensuring that everyone's opinions are considered. This collaborative approach not only helps in finding a resolution that satisfies all parties but also promotes a sense of ownership over the agreed-upon solution. Keep the focus on the common goal of providing excellent patient care, which can often help to bridge differences and remind everyone why they are there in the first place.

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Dr Stephen Ayoti, MBChB

MD | Expert in Clinical Work & Hospital Management | Proven Leader in Agile Cross-Functional Teams | Passionate About Strengthening Healthcare Systems & International Healthcare Management
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It is important that the issue is not escalated so as not to affect patient care. The solutions to the conflict should come from the conflicting party and this is where as a leader you apply emotional intelligence. Both sides should be allowed to express themselves freely without victimization but they must understand that patient care is paramount.

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5 Implement Changes

After reaching a consensus on how to resolve the conflict, it's time to implement the necessary changes. This may involve modifying workflows, improving communication channels, or providing additional training or resources. Ensure that the agreed-upon actions are carried out promptly and effectively, with clear timelines and responsibilities. It's also important to monitor the situation closely to ensure that the resolution is having the intended effect and to make adjustments as needed. This follow-through demonstrates your commitment to maintaining a positive work environment.

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6 Monitor Progress

Finally, keep an eye on how the resolution is unfolding over time. Monitoring progress is key to ensuring that the conflict does not re-emerge and that the changes made are positively impacting the work environment. Schedule follow-up meetings with the involved parties to discuss how things are going and address any new concerns that may arise. Continuous evaluation and willingness to make further adjustments show your dedication to fostering a collaborative and supportive healthcare team.

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You're facing a clash between senior healthcare staff members. How can you resolve the conflict effectively?

1

2

3

4

5

6

1 Acknowledge Issue

2 Open Dialogue

3 Identify Causes

4 Explore Solutions

5 Implement Changes

6 Monitor Progress

Healthcare Management

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You're facing a clash between senior healthcare staff members. How can you resolve the conflict effectively?

1

2

3

4

5

6

1 Acknowledge Issue

2 Open Dialogue

3 Identify Causes

4 Explore Solutions

5 Implement Changes

6 Monitor Progress

Healthcare Management

Rate this article

Thanks for your feedback

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