Dealing with Conflict

Healthy Environments

Dealing with Conflict

Conflict in the Workplace

Healthy conflict can be an opportunity to improve relationships, team dynamics, collaboration and patient care. Yet, unhealthy conflict does the opposite. Assertive communication (v.s. aggressive, passive, or passive aggressive) skills are important to foster collaborative (vs. avoidant, competitive, accommodating, or cooperative) behaviour (Lamoureux, H., & Seifert, E. Copy right 2015)

Communication Resources

What is your temperament?

Lamoureux, H., & Seifert, E., "Resolving Conflict and Improving Communication: A Guide for Healthcare Professionals". Canada. Kingsley Publishing Services. 2009.

Patterson - Grenny - McMillan - Switzler. " Crucial Conversations - Tools for Talking When Stakes are High". McGraw Hill. 2012

Stone, Douglas et al. "Difficult Conversations - How to Discuss what Matters Most". Penguin Books Ltd.1999.

Bill Eddy, LCSW, ESQ - Many books on communication with the "High Conflict Personality". (https://youtu.be/Q-wwXhbwfrA)

Stone, Douglas and al. "Thanks for the Feedback - the Science and Art of Receiving Feedback Well - even when it is off base, unfair, poorly delivered, and,frankly, you're not in the mood." Penguin. 2014.

Keirsey, David. “Please Understand Me II: Temperament, Character, Intelligence” Prometheus Nemesis Book Comopany 1999.

CMPA - "Disarming statements can lessen conflict in the healthcare workplace"

Assertive communication

Dealing with Inappropriate Behaviour

It is strongly recommended that the complainant or respondent get support from PFSP () and a trusted peer. Do not isolate yourself. It is also highly recommended that resources on communication, as above, be accessed.