A healthcare facility is an environment through which human lives are saved through administering medical attendance and motivating the patients. Just like any other working environment that entails a management board and subordinate staff members, misunderstandings are likely to arise among workers. Before taking negative action that might result in a crisis, one needs to know that humans are bound to making mistakes. Unhealthy conflict resolution techniques and lack of knowledge on methods of conflicts resolution are among the reasons for difficulties in resolving a misunderstanding (Hollier, Murray and, Cornelius, 2008).
Healthcare professionals had an argument with the hospital management over piled issues that had not been addressed for six months after handing over their complaints to the management board. The nurses had requested a rise in their payment due to work overload within the facility, employing more nurses to help with the piling work within the facility and, consideration in the intensity of work to be delivered under unreasonable deadlines. Since the manager to the facility had not met even a single demand, the nurses were not in good terms with the manager and begun to show signs of reluctance during working hour. The nurses had threatened to strike. An immediate conflict resolution between the parties was needed, and the twelve skills of conflict resolution were to be implemented.
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The first technique of conflict resolution requires the parties to forget about winning or being right and focus on a mutual one (Hollier, Murray and, Cornelius, 2008). Viewing each other as opponents do not help solve the problem at hand; it is essential to consider each other as problem-solving partners. Creating a respective mutual atmosphere is important in bringing better insight into the matters of dispute and enhancing communication between the involved parties. Through this, each partner can understand their partner’s individual need and understand the essence of what they need from the resolution process.
The second technique involves a creative response. Conflicts are associated with a negative attitude between the participants involved (Scannell, 2010). Therefore, in this area, it is important to deploy a positive attitude when addressing the conflict. A positive attitude helps the parties understand the opportunities that can be achieved from the existing situation. When individual interests are put aside, and common interest reinstated the conversation changes from, “how it is supposed to be…” to “what if this is done…” creative response is achieved through taking turns in communication as a way of making sure there is an understanding between the individuals.
Thirdly, employing empathy adds value to conflict resolution. Empathy involves trying to fit in a position that someone else has been placed. For instance, try being in the position the other individual is in and understand how it feels being them. Listen to what they are saying and understand why they have not responded to your requests and what they are doing about it. Bring up some other aspects that may help in developing the ideas at hand by adding value to the conversation.
The fourth skill involves appropriate assertiveness to the conflict. State the reasons for the misunderstanding without blaming the other individuals. Address the subject matter eloquently and politely. An individual can strain and be hard on the problem while on the other hand, they are gentle on the people. Avoiding speeches that are speared by one's emotion and feels and concentrating on the right and wrong is a way of developing appropriate assertiveness.
Co-operative power is the fifth skill in conflict resolution that involves defining inequality in power distribution between the involved parties and analyzing the effect on the final decision. The essence of conflict resolution is to bring cooperation between the conflicting parties rather than opposing each other. Defining the levels of power and their effects on the other party is only useful when it is not misused. It is crucial to eliminate power over the other party and build on power with others.
Managing emotions is another skill that entails expressing ideas wisely to bring an impact on change. Hunger should be avoided when addressing or commenting on an issue. Being aggressive to the fellow individual may raise a negative and defensive response thus limiting the room for negotiating. Similarly, the willingness to resolve the existing conflict by being open to sharing personal issues may hinder the resolution of the matter. Be open to the other party.
The next skill involves mapping the conflict to create room for common needs and concerns. Go through the causes of the conflicts together while trying to develop a common interest from the differing perspectives. Through this, each party develops a more understanding of the problem and a widened room for negotiations. After mapping, it is then essential to design solutions as one. Develop options that are essential for the common interest and build on them.
Next technique involves negotiation. At this stage, it is important to develop strategies that help reach an agreement. When both parties are involved in contributing to effective strategies for negotiating, it is easier to acquire a fruitful deal. While carrying out negotiation strategies, it is essential to broaden the perspectives of the problem to understand all the context and elements of the conflict well.
Mediation plays a crucial role in ensuring a successful solution. That is, invite a third party to help in providing a solution. However, the third party should be a neutral person that does not favor a particular side of the argument. A mediator should understand clearly the reasons for conflict and help in providing a solution that is acceptable by both parties.
In conclusion, conflict resolution is a technique that should be understood clearly by the conflicting parties. When properly implemented conflict resolution provides a lasting solution to a problem (Jey, 2018). A desirable outcome in problem solving id reached through the application on these skills.
References
Fey, J. (2018). 12 Techniques For Resolving Conflict In The Workplace.
Hollier, F., Murray, K. and, Cornelluis, H. (2008). Conflict Resolution Network. Chartswood, Australia
Scannell, M. (2010). The Big Book of Conflict Resolution Games: Quick, Effective Activities to Improve Communication, Trust and Collaboration. McGraw Hill Professional
