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Reducing Employee Conflict

By Gail Dewald posted 05-05-2015 09:54

  
G.K. Chesterton said: "It isn't that they can't see the solution. It's that they can't see the problem".  80% of patient errors in health care services result from negative conflict and poor communication.   

Employee conflict happens in every workplace.  Conflict becomes negative when differences are handled poorly (and this sometimes is without management knowledge).


Are there models of conflict resolution out there that have evidence of improved outcomes (less conflict and safer environment)?  

What are some of your ideas on reducing conflict?

All responses appreciated! 
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09-07-2015 08:11

The leadership sets the tone for how conflict is handled among employees. Professional standards for behavior must be set and then supported by management. Dialysis units are open great rooms. Conflict between employees should never happen in front of patients. This needs to be taken off the floor and handled in a professional, calm manner between the two employees. Management adds to the problem when they show favoritism and fan the flames of conflict between employees. In my 43 years of dialysis experience, I've seen this happen, many, many times. When employees know that the manager is fair and that he/she will not tolerate open and unprofessional conflict, employees will reflect those values in their daily interactions. It's up to management to set, and then enforce the standards of behavior. If the manager is calm and professional in interacting with employees, this will foster good conflict management in the group. If the manager is unprofessional and promotes backbiting between employees, then that's what you're going to get in that group. Leadership, good or bad, flows from the top, down.

05-13-2015 18:02

Thanks Erica for your input. I am assuming the mediation process is only for those difficult employee conflict issues and the "team norms" is your regular "preventative" method for reducing and/or eliminating conflict.
Would you share an example of one situation and how the "team norms" improved communication? Thanks again for sharing.

05-06-2015 23:02

Mediation is helpful. I have utilized our HR employee relations specialist in this with positive outcomes. Another strategy that I found useful is to include a "team norms" discussion at staff meetings. This is an opportunity for staff to brainstorm what a great work environment should look like, rather than a chance to point blame or complain.