Recognizing the Roots of Conflict Is the First Step in Resolving It

THE CHALLENGE: Conflict arises from issues with interpersonal relationships, unwanted change, and poor leadership. Despite leadership training in conflict resolution, the problems often remain. Conflict resolution is essential to promote safe and effective delivery of care. When we deal with conflict only on the surface, we often miss the subtle but impactful drivers for conflict. Marlene Chism identifies five roots of conflict that can lead to what she calls “blind sides and blow ups.”

KEY TAKEAWAYS

• Root 1: Inner Conflict. All conflict has a foundation of inner conflict — the feeling that something is not quite right between you and another person. Someone gets on your nerves. You want to roll your eyes when they talk. We often fail to notice these subtle impressions.

• Root 2: Avoidance. Avoidance is not addressing the issue. You make excuses and tell yourself that you are too busy, that the timing is bad. The other person should have known better. Or, this won’t matter years from now.

• Root 3: Seeing Someone as the Enemy. You say things like “He’s clueless or incompetent.” You look for their mistakes or motives. You see them as a barrier to your progression.

• Root 4: Seeking Social Proof. You make assumptions about their character and motives. You involve others to build a case that you are right and others are wrong. For example, if a person constantly interrupts you, you bring up this flaw to a colleague who whole heartedly agrees.

• Root 5: Aggression. This root contributes to undermining, aggression, and passive-aggressive behavior. If this root has grown significantly, it can be very difficult to turn things around.

THE BOTTOM LINE: Conflict can affect the performance of individuals and teams as well as the overall care of the patient. Try to become more aware. If you notice something is not right, articulate the observed behavior. Share what you observed and how it how it makes you perceive that something is off. Let the individual speak while you listen, then begin resolving the conflict.

Consider enrolling in the Resolving Conflict course to enhance your conflict resolutions skills.

Additional resource: 7 Ways to Stop Drama in Your Healthcare Practice by Marlene Chism.