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Winship/Elias – Spring

Management of Care II Conflict Resolution. Winship/Elias – Spring . “Conflict is disagreement…conflict exists in any situation where facts, desires or fears pull or push participants against each other or in divergent directions.” ( Heitler , 2012) Conflict is not always negative

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Winship/Elias – Spring

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  1. Management of Care II Conflict Resolution Winship/Elias – Spring

  2. “Conflict is disagreement…conflict exists in any situation where facts, desires or fears pull or push participants against each other or in divergent directions.” (Heitler, 2012) • Conflict is not always negative • Learning tool • Allow for creativity and innovation Definition

  3. “Mini” conflicts Disagreements can become conflicts if not resolved Good Leaders can resolve disagreements before they become conflicts Disagreement Vs. Conflict

  4. Personality Training Culture What affects how conflict is perceived and handled???

  5. Model Conflict Resolution methods Identify techniques Create a positive environment Facilitation of conflict resolution

  6. Intrapersonal Interpersonal Organizational Types of conflict

  7. Avoiding Accommodating Competing Compromising Negotiating Collaborating Confronting Conflict resolution methods

  8. Attackers Egotists Sneaks Victims or chronic complainers Negators Approval seekers Withdrawers Difficult people behaviors

  9. Protect self-respect Don’t blame the participants Allow everyone to discuss Set ground rules Encourage full expression Encourage active listening Conflict resolution rules

  10. Identify key themes Encourage feedback Develop alternative solutions Follow up on actions Conflict resolution rules

  11. Identify the problem or issue Generate possible solutions Evaluate suggested solutions Choose the best solution Implement the solution chosen Evaluate- Is the problem resolved? Repeat the process as needed (Sounds like the nursing process) Let’s “win-win” in conflict resolution

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