Any healthcare facility involves dealing with patients, their families, and even colleagues who come from diverse backgrounds. Along with the stresses of healthcare provision, short-staffing, disagreements, and work requirements, conflicts are bound to occur. Conflict is inevitable in such a setting because of different personalities, opinions, beliefs, and emotions. Hence, conflict resolution and emotional intelligence skills are vital tools that healthcare providers use to maintain a healthy and productive workplace.
Conflict resolution is the process of addressing a dispute between two or more parties and finding a mutually agreeable solution. A conflict in a healthcare facility may arise due to inadequate resources, communication barriers, different perspectives, and values. Most commonly, conflicts occur in departments with high demands and inadequate resources. They can result in a hostile workplace, decreased staff morale, and poor quality patient care. Hence, proper conflict resolution is a key skill that any and every leader should have.
Vital aspects of conflict resolution include:
Active listening to both parties and maintaining a neutral perspective. One should attempt to listen to the story from all possible perspectives to obtain a detailed picture of how and why the conflict arose in the first place. This step is solely to acquire information and not to judge.
Communication can lead to either a great outcome or a worse one. Therefore, to properly communicate one must be sure to be as direct as possible whilst maintaining respect for the parties involved. Everyone involved must have a chance to voice their views and concerns. Limit communication to only those involved and avoid outside interferences.
Avoid blaming individuals or public judgement. Unnecessary blame or public judgement can be a cause for reduce employee morale. This reduces the individual's credibility and respect amongst their peers, thus hindering the department’s functions.
Remain calm while solving a conflict. If the “neutral” person or “mediator” becomes angered or appears to favor one party over the other due to personal reasons, the conflict will not be resolved. It may be temporarily resolved, however, it builds over time. Imagine a dormant volcano. It only erupts when certain conditions are available and effect that volcano. The same applies here.
Collaboration. Finding a common ground is essential to resolve a conflict. Often times, both parties believe that they are correct. Hence, finding a common ground or sometimes negotiating a compromise ensures that the issue in question is handled so that both parties feel heard and respected. That in itself can aid in conflict resolution exponentially.
Emotional intelligence, on the other hand, refers to the ability to recognize, manage, and express emotions in oneself and others effectively. One must separate work-related problems from personal problems when on the job, specifically in healthcare facilities. Self-regulation, self motivation, and empathy are among the most common tools used to practice and increase emotional intelligence. Emotional intelligence is a muscle, so it is either “use it or lose it”. The more often you can control your emotions, the better you become. Healthcare providers who possess emotional intelligence skills can establish trust and rapport with colleagues and patients, leading to better health outcomes.
Healthcare facilities can facilitate the development of conflict resolution and emotional intelligence skills by providing training and education on interpersonal communication and emotional management. The staff can also engage in team-building activities, mentoring, and coaching to enhance their skills.
In conclusion, healthcare providers require conflict resolution and emotional intelligence skills to provide excellent patient care and maintain a healthy and positive work environment. Healthcare facilities should prioritize these skills and provide the necessary resources to develop them. By doing so, they will create a culture of respect, communication, and collaboration, leading to better patient outcomes and job satisfaction among staff.
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