Conflict in the workplace is an all too common complaint for many professionals, and it can be especially problematic in healthcare where individuals face time and resource pressures to meet patients’ immediate care needs.
Although conflict can be healthy, problems can mount if conflict isn’t managed properly. Teamwork, trust and job satisfaction can erode and, even worse, violence and bullying can erupt. These negative outcomes can have a significant impact on patient care.
Damien Berg, BA, BS, CRCST, Manager of Sterile Processing at St. Anthony Hospital & Ortho Colorado Hospital says communication failure is often at the root of conflict in the Central Service (CS) department. “Negative conflict takes time and energy to resolve, but ignoring it will possibly cause conflict to be accepted as the new norm in the department.”
Conflict, by definition, is simply a difference in viewpoint or opinion, and it isn’t inherently “bad.” In fact, it can lead to better relationships and outcomes if managers and employees are given the right tools to address it in a productive way, reassured Kiran Dintyala, MD, MPH, a Palm Springs, California-based physician who is also a stress management and conflict resolution expert, speaker and author.
Well-managed conflict can also play an important role in an organization’s success, added Rose Seavey, MBA, BS, RN, CNOR, CRCST, CSPDT, President and CEO of Seavey Healthcare Consulting. She believes the most effective team members of different departments are those where employees feel safe enough to disagree, but do so in a way that doesn’t allow the conflict to become a personal attack. “A culture where dissent is allowed, or even encouraged, can spur innovation, diversity of thought and better decision making,” she said.
Training aids understanding
Targeted, formal training is the most effective approach for curbing negative, morale- and efficiency-robbing conflict. A professional code of conduct should be established for all hospital departments and professionals. Ground rules make it easier to discipline, as they take personality out of the equation. A disciplinary structure should be developed so the mechanisms and referral pattern to higher authority are well understood (this can facilitate resolution at a lower level). Everyone must know there are firm limits on inappropriate behavior.
During tense situations, Dr. Dintyala said managers should encourage employees to physically step away from the conflict momentarily to think rationally about how best to manage the situation. “When we feel attacked or especially pressured — even if that is not the intent of the other person — we can let our emotions get in the way. We might lash back out at the person or try to defend our position in a way that puts the other person on the defensive,” he said. “This creates even more conflict and tension. When we take a brief time out, we can often come at the situation with a clearer head.”
Conflict often erupts between employees because of a lack of communication; however, there are other key contributing factors, such as when an employee believes another employee is not pulling their weight, or when unreasonable expectations or questionable rules can also contribute to conflict in the workplace.
To promote a positive, fair working environment, it’s essential that managers lead by example. They should demonstrate effective communication and encourage employees to work through their differences by engaging in honest and fair discussions. Asking questions to help employees gain a better understanding of their colleague’s perspective is another effective approach. Managers can also help their employees understand their emotional triggers and avoid overreacting when conflict arises. Although many experts agree that some conflicts are best resolved between the individuals involved, there are times when resolution won’t likely occur without some mediation from a manager. When conflict arise regarding departmental practices, Seavey recommends that managers steer employees to the standards and guidelines where the answer can be found. She reasoned that “standards help steer a truce and bring everyone toward the common goal of safety and quality.”
Tackling tough customers
Knowing how to manage conflict outside one’s own departmental walls is also critical. It’s not uncommon for CS professionals to face conflict from Operating Room (OR) professionals, for example, which may present itself in the way of urgent (sometimes angry or unforgiving) calls or visits from surgical staff who need an answer or problem solved immediately. Stern exchanges are not pleasant, but when employees and manager have the proper knowledge and communication tools, they can typically resolve those conflicts quickly.
Managing interdisciplinary conflict most effectively takes a facility-wide effort that involves team-based training and cooperation. Policies and procedures pertaining to conflict resolution and effective communication need to be in place and they should be consistent across all departments, reasoned Dr. Dintyala.
When Seavey worked as a CS manager, she would visit the OR with the CS employee to address situations in person. “It seemed to help [my employee] knowing I was there and it served as a valuable lesson for the employee,” she explained. Regardless of which CS professional goes to the OR, it is essential that the urgent situation be dealt with at that time so patient care is not affected.” Saying something like, ‘What do you need right now to take care of the patient? We will deal with the other issues later,” can be beneficial, she said.
Creating a culture of accountability and understanding with both the OR and CS teams helps build interdisciplinary trust and understanding, said Berg, adding that all employees seek understanding when situations or conflict arise. “They want to know what is going to be done to prevent the same issues from [recurring]. Empowering [CS] staff to deal directly with OR issues is important, but it’s also important to close the loop with the CS and OR teams to show that the issues are being addressed.”
