MODULE FOUR: Dealing With Conflict

OVERVIEW: Preceptor Education >> Module Four >> Dealing With Conflict

Dealing With Conflict

Conflict occurs in relationships. Conflict in the preceptor-student relationship can impact the learning experience if there is an inability to resolve it. Learning a health discipline in the clinical environment is the most stressful experience for a learner. Preceptors may also feel stress with the added responsibility and workload created by working with a learner. As present and future health professionals, we must be flexible in the rapidly changing work environment. Frequent changes, increasing and simultaneous workplace demands contribute to increasing conflicts within the healthcare field. Consequently, learners must be aware and prepared to work with many different types of people; both positive and negative.

Conflict has a positive and negative side. The positive or functional meaning encourages creativity and innovation, stimulates energy and motivation, offers opportunities of personal growth and improved relationships, fosters self-evaluation and reassessment of the situation. The negative or dysfunctional meaning occurs when the situation is unresolved and mounts, individuals begin to sabotage one another and then becomes personal.

Common Sources of Conflicts

Student-preceptor conflicts

  • Unclear roles and expectations
  • Inadequate skill/knowledge/competencies
  • Personal differences
  • Anxious student
  • Overworked/stressed preceptor
  • Non-receptive team
  • Different learning/working styles
  • Generational differences

Healthcare environment conflicts

  • Limited staff resources
  • Opposing management styles and staff perspectives
  • Diversity among health professionals
  • Competition
  • Power and relationship dynamics among health professionals
  • Multiple changes in health care

Types of Conflict

Personal/Value Differences

  • The most difficult to resolve due to the highly emotional effect of this type of conflict. Includes differences in culture, gender, sexual orientation, family traditions, level of education and experience.Communication/Misinformation
  • Occurs when information has not been received, misinterpreted or when two people arrive at different conclusions about the same information.

Role/Relationship Confusion

  • Occurs when roles, expectations and responsibilities are undefined.Environmental/Structural
  • Occurs when there is an uncertain work environment due to lack of resources, insecure budget, or job security.


Conflict Management Styles

Force (I win…You win)

  • Uses force to impose your solution on others.

Example: Emergency situation, you are in the position of authority and decisions must be made quickly and effectively

Avoidance (I lose…You lose)

  • Never resolves conflicts but it can be utilized for a short “cool down” period to give time to assess the situation (perhaps get the other side of the story), and become better prepared before resolving the situation.

Compromising (I win some…You win some)

  • Finding a common ground for the two parties is the quick and easy method to resolving a conflict.
  • It is a partial satisfaction but may not be the best solution.

Accommodating (You win…I lose)

  • Arises when resolution is to soothe the conflicting party by negating your own concerns because of a fear of not being liked or damaging the relationship.
  • An effective strategy when the situation is not that important to you
  • Encourages people to express themselves.

Collaborating (I win…You win)

  • Values both your goals and the others.
  • Tends to take more time because it facilitates sharing of areas of agreement and disagreement and the selection of a solution that both individuals agree on.
  • Both parties discuss mutually beneficial solutions without either one making concessions.
  • Resolving the conflict through this style preserves the relationship and empowers both parties.

 

Conflict Resolution Strategy 101

O.B.E.F.A. method stands for:

  • Opening statement – “I have a problem…”
  • Behaviour – “When you do…”
  • Effect – “The consequences are…”
  • Feelings – “This makes me feel…
  • Action – “I would like us to resolve this problem together…”

Bottom line is that you must acknowledge that a conflict exists and resolve it as soon as possible before is escalates into a personal issue. Communication includes both talking and listening, verify what you have heard as objectively as possible, stick to the facts and maintain ownership of the problem. Try to think about the positive points the other has made, agree with some aspect of the other person’s point of view and show genuine concern and interest. Seek out additional information to ensure understanding of the other person’s perspective but avoid recruiting allies. Ask for suggestions, brainstorm together and understand the conflict from another viewpoint to create a solution. Recognize that you need help, despite best efforts; you may need to seek guidance from the program faculty. Faculty members have experience dealing with student conflicts and will provide support and guidance to both student and preceptor

Conflict in the clinical learning environment can impact the ability to learn. Real and legitimate differences between learner and preceptor can quickly spiral out of control if conflict is managed in the wrong way. The resulting situation breaks down co-operation, communication and team dynamics. To remedy the situation, it helps to take a positive approach to conflict resolution, where dialogue is courteous and non-confrontational and the focus is on the issues and not the individual. Listen carefully and explore facts, issues and possible solutions properly and conflict can often be resolved effectively.

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