CONFLICT MANAGEMENT

Dental Practice Management

Katherine Jones, RDH, BS

Identify conflictUnderstand the cause and effect of conflictExamine various methods of conflict resolutionUtilize reflective listening and feedbackIncorporate management skills into team dynamics when conflict occurs

Learning Objectives

Identify Conflict

Can you think of a time in your life when conflict occurred?

Identify a situation in your personal or professional life in which conflict occurred. Discuss why the conflict occurred, how the situation was handled and what the outcome was.

Note to students: These situations may be chosen to be used as case studies and shared with classmates for assignment #2 (WIMBA meeting). No more than 1 page in length.

* To be emailed to the professors by Wednesday evening.

Cause of Conflict

A variety of backgrounds and experiences influence people’s beliefs and actions

People’s actions and ideas are not always compatible with one another’s

Discord of action and feeling occurs

almost every day in both personal and professional life

The outcome of conflict

depends on how it is

managed.

Effects of Conflict: Negative & Positive

Negative Effects of Conflict

Anger Stress Avoidance Resentment Employee turnover Reduced productivity A sense of

dissatisfaction Personal/organizational

loss

Positive Effects of Conflict

A shift in job responsibilities Stop habits that irritate

others Alternative ways of doing

things Employee retention A greater sense of

interdependence, trust, teamwork and social closeness

Increased job satisfaction, productivity

Meet the organization’s mission

Conflict Resolution Strategies

Definition Result Positive/Negative

Accommodating Living with the conflict and hoping it will go away or smooth over

No one Loses or Wins Negative

Competition The stronger/more forceful of the parties in

the conflict “wins”- bullying

One Wins/ One LosesResentment and

avoidance

Negative

Compromising Both parties give up part of what they want

through negotiation

Win some /Lose some Neither party is fully

satisfied with the result

Negative

Avoiding One of the parties leaves, quits, is sick or

stays away from troublesome person or

situation

No winners/No losersAnger, reduced

productivity, a sense of dissatisfaction,

personal/organizational loss

Negative

Collaborating Parties involved hammer out an agreement that is mutually satisfactory and does not require a great

sacrifice on anyone’s part. It provides a

growing experience, takes time.

Win/WinFosters a greater sense

of interdependence, trust, teamwork and

social closeness. Increased job

satisfaction, productivity and meets the

organization’s mission.

Positive

The goal of conflict resolution is collaboration in which all parties involved are appeased.

Collaboration

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Reflective ListeningReflective listening is a process that involves:

1) The listener seeks to understand the speaker's idea

2) The listener recaps the message using his own words to ensure that the idea was correctly understood

3) The person delivering the message then clarifies what they are saying to make certain communication is effective

Actively engage in the conversation

Empathize with the speaker

Reflect speakers emotional state with words and nonverbal communication

Summarize the message using the listeners own words.

Reflective Listening in Conflict Resolution

Clarify what has been decided and what decision has been

reached. If something is unclear or inaccurate it

can be addressed at that time.

Example:

“It sounds like you two have agreed upon a solution regarding XXXX. Let’s see if I understand. Whenever XXX you will XXX.”

Feedback

When you (specify behavior carefully), I feel (specify your reaction), because (give your reason and possible outcomes).

Example: “When you are late for your appointment, I feel anxious,

because I know I’ll be behind for all my patients the rest of the day.”

“When you come in a few minutes early, I feel really good about having hired you, because you seem like you really want to contribute to this practice.”

After giving a direct statement, wait for the person’s response.

Incorporate Management Skills Into Team Dynamics When Conflict Occurs

Steps in Conflict Management:

1) Early conflict prevention takes place during the interview process:

See if applicants belief’s lend to a team atmosphere Ask during interview how previous employer handled

conflict Develop and maintain cohesiveness of team through

verbal skills training and conflict resolution training

Steps in Conflict Management (Cont…)

2) Identify conflict - recognize that a problem exists

3) Understand cause and effect of conflict

4) Determine if conflict needs to be managed, or if the two people/parties involved can reach an agreement on their own

Role in Conflict Resolution (if conflict needs mediation):

5) Select a time to discuss the issue

6) Confrontation- Bring people together in an open atmosphere to clarify the nature of the conflict, and discuss the situation and a resolution Make sure that each of the people involved

can fully explain the other person’s point of view as well as his/her own

Ask for and help define a strategy for settling the conflict agreeable to all people involved

7) Monitor compliance with and effectiveness of the solution

Resources

Bolton, Robert. People Skills: How to Assert Yourself, Listen to Others, and Resolve Conflicts. New York: Simon & Schuster, 1986.

Kimbrough-Walls, Vickie J., and Charla J. Lautar. Ethics, Jurisprudence, & Practice Management in Dental Hygiene. Upper Saddle River, NJ: Pearson Prentice Hall, 2007.

Rattan, Raj, and George Manolescue. The Business of Dentistry. London: Quintessence Pub., 2002.

Woodall, Irene R., and J. Marvin. Bentley. Legal, Ethical, and Management Aspects of the Dental Care System. St. Louis: Mosby, 1987.