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How to resolve conflicts

Hospitalist Leadership Connection, November 24, 2009

A large part of a hospitalist’s job entails effective communication. Recall that hospitalists interact daily with patients, referring providers, specialists, hospital staff (e.g., nursing, social services, case management), insurers, and hospital administration. Many of there interactions will involve conflicts from time to time. Hospitalists must be adept at handling the pressure of disagreements and effectively resolving the issues. As a result, hospitalists, as leaders in their organizations, must possess superb communication skills.

They also must make difficult decisions in limiting and expanding the scope of their services. In many instances, they will face opposition from a number of groups as they make such choices. They must know how to appropriately network and build consensus with key stakeholders to attempt to avoid conflict. Their future and their hospital’s viability may depend on it.

When dealing with conflict, follow these steps:

• Define the conflict
  As simple as it seems, clearly defining the problem is a complex task. It is necessary to evaluate the specifics about the situation and gather information from the opposition.
• Develop a strategic approach
  Prioritize your options and evaluate the ramifications of each one.
• Examine the interests of both parties
  The goal is to work toward a manageable agreement.
• Negotiate solutions
  Separate the interests from the individuals by objectively acknowledging the opposition’s perspectives.
• Analyze the full spectrum of options
  Before deciding on what to do, list possible solutions from the weakest to the strongest options
• Develop a process for dealing with conflict
  Initiate open and objective discussion.

The above excerpt is adapted from Hospitalist Case Studies: Tactics and Strategies for 10 Common Hurdles by Kenneth G. Simone, published by HCPro, Inc.

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