Keys to Conflict Resolution

(adapted from Ury)

There are many resources available about how to successfully approach conflict in non-threatening ways. Common underlying strategies include prevention and resolution:

PREVENTION (Proactive approach) The easiest way to resolve conflict is to catch it before it becomes an acute problem. This includes: being aware of satisfying latent, unmet needs of those around you heading off problems by providing more training if skills are lacking, or working to build positive, respectful relationships with those around you by improving communication skills.

RESOLUTION (Reactive) Once an overt conflict develops there are several ways to address it, depending on the severity.
	Private discussions: As soon as a conflict is detected, the parties involved should meet to talk things out. Rules of etiquette for successfully approaching these discussions include: listen with open minds seek to understand how the other person feels respect each others opinions, don't attack search for "win-win" solutions (Covey)
	Mediation: if informal discussions cannot resolve the problem then it may be necessary to involve a third party mediator. The mediator does not resolve the conflict for the person but creates a positive environment for the two parties to clarify their problems.
	Negotiation (Ilich): is the skill of cooperatively reaching an agreement between sides. You may need to negotiate about your schedule, or salary, or about your role in the process of serving patients.
	Arbitration (Ilich): If the conflict cannot be resolved informally or via mediation or negotiation, then it may be necessary to have a third party, an arbiter, decide how to resolve the dispute.

Select Provider/Patient Cases to explore conflict.