Quality Communication: Managing Conflicts and Confrontations in the Healthcare Setting

Abstract

Unresolved conflicts between healthcare associates can lead to decreased teamwork and result in mistakes. Because the goal of healthcare organizations is to provide quality care, it is in the organization's best interest to avoid these damaging results. Healthcare managers have a responsibility to promote quality communication among healthcare workers. Formal negotiations, mediation, and assertiveness techniques all are very effective in resolving conflict.

Hospital management training and improvement in managerial skills: Serbian experience

“…Therefore, there is a demand for systematic interventions, such as multidisciplinary management training which could lead to improvements of hospitals performance. Research shows that in the countries of Eastern Europe health care staffs are not sufficiently educated enough in health care management to adequately manage hospitals in transition [62]. Positive experiences of the implementation and evaluation of training programmes in health care management may help overcome limited managerial resources in transitional countries.…”

A review of job satisfaction surveys in health care

“…The challenge for managers in the healthcare sector also relates to the choice of the most efficient instruments for promoting job satisfaction in employees. Considering the options and initiating interventions for improving job satisfaction of employees in the republic of Serbia [59][60][61], but also in many other countries in Eastern Europe [62], will depend on the number of available professional health managers, who would be able to respond to the challenges of managing healthcare employees in the appropriate manner [63]. This is the reason why the WHO implies that most countries will have to improve their professional development programs in the area of human resources management in the healthcare system [64,65].…”

“…ne Evrope [62], zavisiće od broja raspoloživih profesionalnih zdravstvenih menadžera, koji bi na adekvatan način odgovorili na izazove u upravljanju zdravstvenim kadrom [63]. Iz tog razloga, SZO nagoveštava da će većina zemalja biti prinuđena da unapredi programe profesionalnog usavršavanja kadrova za rukovođenje ljudskim resursima u zdravstvenom sistemu [64,65].…”

The complete clinician model

“…[10][11][12][13][14] Good communication skills support relationships and include debriefing, negotiation, and conflict resolution. [15][16][17] Self-management skills include mindfulness, flexibility, gratitude, and resilience, which improve an individual's emotional and behavioral regulation. 18,19 Emotional intelligence has been said to represent an individual's character, "which is the psychological muscle that moral conduct requires."…”