Managing Conflict in Case Management Teams

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Managing Conflict in Case Management Teams

• Joanne Fitzgerald, RN, MBA
• The Graduate College of Union University
• New York
• 1/12/04

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Agenda

• Pushy Partners
• Three Stages of Conflict
• Whats Your Style of Conflict Management?
• Thems Fighten Words

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Misconceptions about Conflict

• Conflict, if left alone, will take care of itself.

• Confronting an issue or a person is always
  unpleasant.

• Conflict in an organization is a sign of poor
  management

• Anger is always negative and destructive

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Identifying 3 Stages of Conflict
Stage 1 Everyday Concerns and Disputes
Characteristics
People can still separate the person from the
problem
Strategies
Coping strategies Avoidance can a framework be
developed to build mutual understanding among
team members? Identify points of mutual agreement
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Identifying 3 Stages of Conflict
Stage 1 Everyday Concerns and Disputes
Stage 2 More Significant Challenges
Characteristics
People can still separate the person from the
problem
Typified by a win-loose attitude, cover
yourself People talk in generalities
Strategies
Coping strategies Avoidance can a framework be
developed to build mutual understanding among
team members? Identify points of mutual agreement
People Management strategies Create a safe
atmosphere
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Identifying 3 Stages of Conflict
Stage 1 Everyday Concerns and Disputes
Stage 2 More Significant Challenges
Stage 3 Overt Battles
Characteristics
People can still separate the person from the
problem
Typified by a win-loose attitude, cover
yourself People talk in generalities
Positions are polarized, small factions develop,
perspective is lost
Strategies
Coping strategies Avoidance can a framework be
developed to build mutual understanding among
team members? Identify points of mutual agreement
People Management strategies Create a safe
atmosphere
Minimize your losses and prepare to refocus those
who remain Put together an intervention team
(neutral) negotiation, mediation, arbitration
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Activity Conflict Case Study
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A plan for resolving team conflict

• 1) Define the issue

2) Define the parties
3) Get the parties to the table
4) Help the parties define their interests
5) Brainstorm options
6) Test options against interests and modify as
necessary
7) Finalize an action plan an ask for commitment
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Styles of Conflict Management Pickering, P How to
Handle Conflict Confrontation. National Press
Series 2000
High
Obliging placating
Collaborating win-win
Compromise
Concern for Others
Avoiding dont rock the boat
Dominating playing hardball
Low
High
Concern for Self
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Strategy for Constructive Conflict Management

• Encourage equal participation
• Actively listen
• Take some time to digest
• Differentiate fact from opinion
• Focus on the problem, not the people
• Use constructive confrontation techniques

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Activity

• Thems Fighting Words

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In Summary

• Recognize that conflict can be either
  constructive and destructive
• Recognize the stages of conflict and respond
  accordingly
• Recognize your style of conflict management
• Avoid using trigger words