UMMS CRIT Teaching & Leadership: Conflict Resolution
Gerry Gleich, MDDivision of Geriatrics, UMMS
UMMS CRIT 2012 Teaching & Learning: Conflict Resolution
Advancing Geriatrics Education (AGE) A UMMS initiative funded by the Donald W. Reynolds Foundation
You receive an angry page from one of the discharge planning nurses. She has been asking your intern for the discharge paperwork for this patient since yesterday, and is furious that the intern has been rude and dismissive. She wants you to “deal with it”. There have been “issues” with this intern before…
UMMS CRIT 2012 Teaching & Learning: Conflict Resolution
Advancing Geriatrics Education (AGE) A UMMS initiative funded by the Donald W. Reynolds Foundation
• The chief resident has a unique position- EVERYONE will come to you with issues (real or imagined) for you to fix – residents, nurses, faculty
Conflict Resolution: The Role of the Chief Resident
UMMS CRIT 2012 Teaching & Learning: Conflict Resolution
Advancing Geriatrics Education (AGE) A UMMS initiative funded by the Donald W. Reynolds Foundation
Far side cartoons (15887840) retrieved April 15, 2010 from Tigerdroppings.com
UMMS CRIT 2012 Teaching & Learning: Conflict Resolution
Advancing Geriatrics Education (AGE) A UMMS initiative funded by the Donald W. Reynolds Foundation
Chief Resident
Conflict Resolution: The Role of the Chief Resident
Patient Advocate Resident Advocate
UMMS CRIT 2012 Teaching & Learning: Conflict Resolution
Advancing Geriatrics Education (AGE) A UMMS initiative funded by the Donald W. Reynolds Foundation
Conflict Resolution: A Survival Guide
Rule #1: Always get the whole story
Rule # 2: That means a first hand account of ALL sides, if possible
Rule # 3: Identify the “real issues”
UMMS CRIT 2012 Teaching & Learning: Conflict Resolution
Advancing Geriatrics Education (AGE) A UMMS initiative funded by the Donald W. Reynolds Foundation
• Not every battle has to be your battle• Do not confuse “venting” with “real issues” • Take notes• BE FAIR• BE CONSISTENT
Conflict Resolution: A Survival Guide
UMMS CRIT 2012 Teaching & Learning: Conflict Resolution
Advancing Geriatrics Education (AGE) A UMMS initiative funded by the Donald W. Reynolds Foundation
• Listen• Listen• Listen• Don’t take sides• It’s usually a communication thing…• “Do the right thing for the patient”
Conflict Resolution: A Survival Guide