Conflict Resolution and Mediation Strategies for Health Care

Conflict Resolution and Mediation Strategies for Health Care and Human Service Professionals BC Farnham, MSW, MBA; Debbie Favel, RN, MSN, CHPN; Dr. Denise Green; Sheryl Matney, MS; Jenny Gilley Carpenter, LPN. ; Karina Lemos, RN. ; Elizabeth R. Pugh, LBSW. This program is made possible through a collaborative community-education partnership between The Consortium for Advancements in Health & Human Services, Inc. and the presenting agency. The primary goal of this effort is to increase public awareness and access to hospice care, through the provision of community-based education. Contact Hours are awarded to professionals who complete this program by The Consortium for Advancements in Health & Human Services, Inc.

Important Information This education program for healthcare professionals was developed by The Consortium for Advancements in Health and Human Services, Inc. (CAHHS) and is facilitated by the presenting agency via a community education partnership agreement. CAHHS is a private corporation and is solely responsible for the development, implementation and evaluation of its educational programs. There is no fee associated with receiving contact hours for participating in this program titled, Conflict Resolution and Mediation Strategies for Professionals in Health Care and Human Services. However, participants wishing to receive contact hours must offer a signature on the sign-in sheet, attend the entire program and complete a program evaluation form. The Consortium for Advancements in Health and Human Services, Inc. is an approved provider of continuing nursing education by the Alabama State Nurses Association, an accredited approver by the American Nurses Credentialing Center's Commission on Accreditation. The Consortium for Advancements in Health & Human Services, Inc. , is approved as a provider of continuing education in Social Work by the Alabama Board of Social Work Examiners, #0356, Expiration Date: 10/31/2014. The course listed above was completed on / / and is approved for 1. 0 CEUs. Approval number: 79003631. To claim these CEUs, log into your CE Center account at www. ccmcertification. org. In most states, boards providing oversight for nursing and social work recognize contact hours awarded by organizations who are approved by another state's board as a provider of continuing education. If you have questions about acceptance of contact hours awarded by our organization, please contact your specific state board to determine its requirements. Provider status will be listed on your certificate. CAHHS does not offer free replacement certificates to participants. In the event that CAHHS elects to provide a replacement certificate, there will be a $20. 00 administrative fee charged to the individual who requests it.

Learning Objectives: Participants completing this continuing education program will be able to: Discuss the definition of conflict. Discuss the five primary causes of conflict. Identify actions health care and human service professionals can take to facilitate conflict.

What is conflict? "Conflict. " This is a word that causes most of us a great degree of discomfort, anger, frustration, sadness, and pain. The dictionary defines "conflict" as "a struggle to resist or overcome; contest of opposing forces or powers; strife; battle. A state or condition of opposition; antagonism; discord. A painful tension set up by a clash between opposed and contradictory impulses. " No matter how hard we try to avoid it, conflict periodically enters our lives. In the health care and human services settings, a simple disagreement between interdisciplinary team members, if unresolved, may escalate into avoidance, inability to work together, verbal assaults, and resentment. In the worst cases, it may also lead to hostility and eventual separation from the organization. Therefore, it is important that the conflict be resolved as soon as possible.

Conflict in Health Care and Human Service Practice Areas We have conflict with our team members. We have conflict with leaders and decision makers. We have internal conflict. And, we are called on to facilitate conflict within family systems. We will focus on this area of conflict; however, the information shared in this program has direct application to any type conflict regardless of setting.

Conflict Is Not Uncommon… Patients and families dealing with a terminal illness may experience conflicts. Social roles change due to illness. Power struggles may unfold as an illness progresses. Emotions are high during the course of an illness.

Professionals Must Be Able to Navigate Conflict Hospice professionals are able to offer emotional support and facilitation of conflicts, which ultimately improves quality of life. The entire hospice team, to include social workers, work directly with patients and families to resolve conflict--- as our goal is to provide comfort and support and includes psychosocial and emotional care.

Five Primary Causes of Conflict Relationship Issues Data Interests Structural Issues/ Challenges Values

Relationship Issues Strong emotions Misperceptions or stereotypes Poor communication or miscommunication Repetitive Negative Behavior

How to Effectively Address Relationship Issues Control expression of emotions through procedure, ground rules, defined boundaries and so forth. . Promote expression of emotions Clarify perceptions and build positive perceptions Block negative repetitive behavior by changing structure Encourage positive problem solving

Data Conflicts Lack of information Misinformation Different views on what is relevant Different interpretation of data Different assessment process

How to Effectively Address Data Conflicts Reach agreement on what data is important Agree on process to collect data Develop common criteria to assess data Use an objective third-party to gain outside opinion or break deadlocks

Interest-based Conflicts Perceived or actually competition Procedural interests Psychological Interests Emotional Interests (Positions vs. Interests)

How to Effectively Address Interestbased Conflicts Focus on interests and NOT positions Look for objective standards and criteria Remain solution focused Mutually beneficial solutions are a must Develop trade-offs/ creative compromises

Structural Conflicts Destructive patters of behavior/ interactions Unequal control, ownership, resources Unequal power or authority Time constraints

How to Effectively Address Structural Conflicts Clearly define and change roles Replace destructive behavior patterns Establish a fair and mutually acceptable process Change negotiation process Change time constraints

Value-based Conflicts Different criteria for evaluating ideas and behaviors Exclusive intrinsically valuable goals Different ways of life– religion and role definition/ expectations

How to Effectively Address Value. Related Conflicts Avoid defining problems in terms of value Allow parties to agree to disagree Create spheres of influence Search for shared goals

Benefits of Conflict Mediation Improves quality of life for patients and family members. Can serve as a tool that increases consumer satisfaction, when conflicts are related to service provision. Promotes happy and healthy relationships between patients, their family members and professionals.

How can you help a hospice organization? Make a referral Request a speaker for your next community organization event or church function Help us recruit volunteers Tell others what you have heard about today.

Program Evaluation Once you have completed the program evaluation, certificates for professionals who desire them are available. Thank you for your participation and interest in our community education programs.

References Cahn, D. , & Abigail, R. (2007) Managing conflict through communication Boston: Allyn and Bacon Goleman, D. , Boyatzis, R. , & Mc. Kee, A. (2002). Primal leadership. Boston: Harvard Business School Press Kouzes, J. M. , & Posner, B. Z. (2003). Leadership challenge (3 rd ed. ). San Francisco: Jossy-Bass. (Original work published 2002) Wilmot, W. , & Hocker, J. (2007). Interpersonal conflict. New York: Mc. Graw-Hill