Conflict resolution

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Conflict resolution

• Pamela F Bell
• June 2007

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• The crucial role of language in human evolution
  was not the ability to exchange ideas, but the
  increased ability to cooperate
• Fritjof Capra

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• You cannot avoid conflict
• -but you can manage the outcome

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Conflict in practice

• The senior lecturer
• The research nurse
• The paediatric anaesthetist
• And the clinical nurse specialist

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Steps for resolving conflict

• Diagnose the root cause of the conflict
• Think twice before replacing a member who is not
  a team player
• Discourage cliques forming
• Encourage members to forgive each other

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Diagnose the root cause of the conflict

• Behaviour?
• Personality?
• Situation?

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Diagnosing the root cause

• Listen actively

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Tips for effective listening

• Suspend judgement
• Paraphrase what the person has said
• Ask open ended questions
• Maintain eye contact and use body language that
  indicates receptivity

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Diagnosing the root cause

• Listen actively
• Moderate the discussion

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Moderate the discussion

• Initially, keep your own opinions out of the
  conversation
• Start with small agreements
• Work on one idea at a time
• Focus on agreement, not disagreement

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Diagnosing the root cause

• Listen actively
• Moderate the discussion
• Let participants air their feelings

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Diagnosing the root cause

• Listen actively
• Moderate the discussion
• Let participants air their feelings
• Encourage discussion of possible solutions

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Diagnosing the root cause

• Listen actively
• Moderate the discussion
• Let participants air their feelings
• Encourage discussion of possible solutions
• Evaluate alternative solutions

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Replace a team member? Think twice!

• If someone is being difficult
• deal with it one-to-one
• Explain the problem
• Give him/her a chance to change
• If no improvement bring it to the team for
  discussion
• Only if all above fails - remove

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Discourage cliques

• Collaboration is key to successful working
  relationships
• If you see cliques forming try to break them up

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Encourage forgiveness

• Lead by example
• Dont hold grudges
• Dont harbour ill will after a conflict has been
  resolved
• Remember to apologise when you have done
  something wrong

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Steps for resolving conflict

• Diagnose the root cause of the conflict
• Think twice before replacing a member who is not
  a team player
• Discourage cliques forming
• Encourage members to forgive each other