Conflict Management

17 Sep 2020
Michaela Nuttall

Conflict Management

Conflicts can occur frequently in the workplace, and healthcare is no exception. Conflict and its aftermath can have a negative impact on your mental health and wellbeing.

Conflict management is a process that demonstrates how you can handle conflict and confrontations tactfully and reach amicable outcomes.

The toolkit introduces you to tools and strategies that will help you to avoid and manage conflict with patients and colleagues, and how you can resolve conflicts amicably.

 

CIPD: Employers’ use of different methods of managing conflict & legislation impacts

What is it?

Examines changes in employers’ use of different methods of managing individual conflict and how far recent changes in legislation on dispute resolution, including the introduction of employment tribunal fees, have impacted employer practices.

Type of resource

PDF document

Download Conflict management: A shift in direction?

NHS: Managing conflict tool

What is it?

This tool will give you effective strategies for managing conflict and helps you prevent or resolve attempts to derail the change process.

Type of resource

Pdf document

Download the tool

Nursing Times: Managing of conflict with patients

What is it?

While staff may have to deal with patients who are unhappy or frustrated with the service or care they receive, some simple strategies can help re-define conflict.

NHS staff are expected to behave respectfully and courteously to patients, but the same standards of behaviour do not apply to patients. While abusive behaviour is unacceptable from patients, what may be perceived as “rudeness” is often a result of emotions or other factors that may not be obvious. If healthcare staff see such patients as rude, it may negatively affect the care they give. This article discusses what may lie behind “rude” behaviour and presents a model that staff can use to reframe their perceptions of and responses to it to ensure a positive outcome.

Citation: Burnell RI (2016) The right to be rude: managing of conflict. Nursing Times; 112: 1/2, 16-19.

Type of resource

Article

Read the article on the Nursing Times’ website

Nursing Times: Workplace conflict: Why it happens and how to manage it

What is it?

This article explores why conflict may arise in the workplace and how to deal with it. It comes with a handout for a journal club discussion

Type of resource

Article

Read article on the Nursing Times’ website

Registered Nurses’ Association of Ontario: Conflict tips and tools for nurses

What is it?

This Tips and Tools guide developed by the Registered Nurses’ Association of Ontario, is designed to help you better understand how to prevent and manage conflict in your work environment. The information is based on the RNAO Healthy Work Environment, Best Practice Guideline: Preventing and Mitigating Conflict in Health-Care Teams.

Type of resource

PDF

Download the RNAO guide

TED Talk: Conflict at work and how to fix it

What is it?

Liz draws on examples from more than 25 years of working with clients from the Fortune 500 to national nonprofits and family-run businesses such as American Express, The Girl Scouts, and Highlights for Children. She describes the underlying conditions that can lock people into unproductive conflict, and shares five steps to enable people in any kind of organization identify the underpinnings of a conflict and work through it effectively. Liz’s focus is on helping organizations solve their thorniest problems while strengthening their top and bottom lines. She writes for Harvard Business Review and for the dedicated readers of her “Workplace Wisdom” blog and has taught at Hofstra University and NYU.

Type of resource

YouTube video

Know of other evidence-based resources related to Conflict Management not on our list, that should be? Email us at communications@c3health.org.