Conflict Resolution in the Work Place

Transcription

1 Conflict Resolution in the Work Place Presented to the Pennsylvania Health Information Management Association May 23, 2016 By Diane E. Ferry, MS, RHIA Su-Linn Zywiol, MS, RHIA

2 Getting Along Well with Others in the Work Place Coworkers Bosses Clients Vendors Others

3 Recognizing the Differences in Others Culture Gender Age Hostile Manipulative Arrogant Insecure People who just don t like you People who want to win no matter what!

4 Why Does Conflict Occur? People say and do things that create conflict People are not aware that their behavior and what they say (or write) contributes to conflict Take Accountability for Your Actions!

5 Keep Your Eye on the Goal What are you Trying to Accomplish?

6 Keep Your Eye on the Goal Project implementation(s) Improving cash flow (DNFB) Increased productivity Maintaining/improving quality Doing more with less Name Your Goal!

7 Results of Negative Conflict Uncomfortable work environment Low morale Low productivity (and quality) High turnover Waste of time = Waste of money Employee burnout Disrupts from goals

8 Results of Positive Conflict Productive work environment High morale High productivity (improved quality) Low turnover Productive time = Increased revenue Stimulates creativity Exceed the goals

9 Let s Talk Conflict Strategies (The Positive and The Negative) Courage is what it takes to stand up and speak; Courage is also what it takes to sit down and listen. Winston Churchill

10 Negative: Do Nothing Strategy Repressive Denial that there is an issue to be solved May be based upon fear, distrust, or anger Rarely does the issue get solved

11 Negative: Avoidance Strategy Issue acknowledged but ignored Stalling techniques: We need more data Cancelled meetings Delayed/no responses to s Come unprepared to a meeting Follow up actions ignored Keeping busy but not on the task required

12 Negative: Secret Strategy Flying under the radar If no one knows what I do, how can there be conflict?

13 Negative: Power Strategy Using the boss card Blaming laws, regulation, or corporate policies Intimidation Self proclaimed expert Higher education, longevity, position

14 Positive: Effective Communication Strategy Be professional Be consistent (even if having a bad day) Don t provoke Promote teamwork Goal oriented Verbal and Nonverbal communication in sync

15 Positive: Listening Strategy Don t interrupt the speaker Acknowledge the speaker s point of view: ( If I understand you correctly, I believe that ) Make sure that your verbal and non-verbal responses agree Watch and listen for the speaker s verbal and non-verbal cues Give full attention to the speaker

16 Positive: Genuine Strategy Be honest Don t offer false sympathy or false understanding Don t blame others Don t talk badly about others Don t change the subject Focus on the goal

17 Conflict Provoking Behaviors and Solutions Negative: You I doubt YOU have even read the report! Positive: You Perhaps I could give YOU a copy of the report to review for our next meeting.

18 Conflict Provoking Behaviors and Solutions Negative: Past I tried that before and it failed miserably. Positive: Past I remember trying that before and it didn t work for me. Do you have something different in mind that we could try?

19 Conflict Provoking Behaviors and Solutions Negative: Guilt I guess you don t care about this project as much as I do. Positive: Redirect Guilt This project is really important to the company. Can we please talk about how we can work together to complete the project?

20 Conflict Provoking Behaviors and Solutions Negative: Blame If you would just listen to me! Positive: Redirect the Blame Perhaps I didn t explain that well enough. Let me try again.

21 Conflict Provoking Behaviors and Solutions Negative: Reasurrance Sam is behind in his work. Molly says, You ll catch up Sam, don t worry about it. Positive: Reasurrance Molly says, I am worried about the backlog too Sam. What can we do to get us back on schedule?

22 Conflict Provoking Behaviors and Solutions Negative: Command I need this report by Friday. Positive: Redirect the Command It would really help me if I had your report by Friday so I can provide the information to the client.

23 Conflict Provoking Behaviors and Solutions Negative: Persuading Provides too many reasons Too emotional Not knowing when to stop Positive: Persuading Limit discussion to the best reasons Stay factual, unemotional Know when to stop- ask to reconsider

24 Conflict Provoking Behaviors and Solutions Negative: Defensive Why would YOU say that? Positive: Redirect Defensive I am not sure I understand. Would you please explain more?

25 Conflict Provoking Behaviors and Solutions Negative: Mistrust Are you SURE you are going to make the deadline THIS TIME? Positive: Redirect the Mistrust It will be a challenge to make this deadline. What can I do to help?

26 Conflict Provoking Behaviors and Solutions Negative: Infallibility I have been doing this for 12 years and there is no way I could be wrong. Positive: Redirect the Infallibility I ve been involved in projects like this for years. Perhaps you have a new way of accomplishing it.

27 Conflict Provoking Behaviors and Solutions Negative: Overexageration/ Generalization EVERY time we meet, we ALWAYS get caught up with. Positive: Be Realistic SOMETIMES when we meet, we get caught up in... perhaps we can set a goal to stick to our meeting timeframe of 1 hour and follow the agenda.

28 Conflict Provoking Behaviors and Solutions Negative: Drama Stomping out the room Swearing Pounding on the table Eye rolling Heavy sighing Positive: No Drama Ask to be excused Professional language Professional behavioral Good eye contact Take a deep breath

29 Conflict Provoking Behaviors and Solutions Negative: Trigger Words Whatever, I don t care There s nothing I can do Swearing Race/Color/Gender Positive: Avoid Trigger Words I am not sure if I can help, but let s meet to see what we can do. Don t personalize the situation. Stay focused on the issue

30 Conflict Provoking Behaviors and Solutions Negative: Innuendo Using code words implies negativity without actually naming the person She s part of the C-Suite wink, wink Positive: No Innuendo Stay focused on the issue, not the person(s) Use professional nonverbal behavior

31 Conflict Provoking Behaviors and Solutions Negative: Humor I was only joking when I said YOU were stupid. You re kidding me right? That idea is the most ridiculous thing I have ever heard. Positive: No Humor Don t use humor to make your point!

32 Steps in Preparing a Positive Response 1. Listen (really listen) BEFORE responding 2. Avoid prejudging the person 3. Check your understanding with acknowledgement statement(s) 4. Always use professional tone and behavior 5. Answer in a problem-solving manner, facts 6. Don t personalize the response 7. Utilize the Positive strategies!

33 Conflict in s Why? Generally s are treated like face to face conversations (but they are not) Not proofread carefully (or at all) Intended tone is misunderstood Receiver doesn t read the message carefully

34 Positive Writing Habits Have the mindset that this is business writing Proofread for content and tone Don t use slang/text writing What is your relationship to the receiver? Be mindful of using CAPITAL letters, colors, images Think before you send: Remember can be printed, forwarded, copied, added to social media Sense a problem? Pick up the phone and talk!

35 Let s Have Some Fun How would improve these statements? YOU NEVER get me my reports on time! YOU MUST complete the project my way. YOU know I have been doing this for years! Do I need to repeat the directions for the 4 th time?

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37 Thank You PHIMA!