Abstract
Conflicts occur frequently in the healthcare environment, and can stem from failures in communication, the presence of disruptive behaviors, and differences in values or priorities. A collaborative approach to conflict resolution, which focuses on an open, non-threatening exploration of issues and alternatives, creates optimal outcomes for interested parties. Conflict intensity can alter the participants’ willingness to achieve a solution, and communication strategies should honor those emotions, while creating a neutral environment where dialogue can occur. Conflict management skills can be learned, and effectively employed for institutional and individual benefit.
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Tsen, L., Shapiro, J., Ashley, S. (2017). Conflict Resolution. In: Kelz, R., Wong, S. (eds) Surgical Quality Improvement. Success in Academic Surgery. Springer, Cham. https://doi.org/10.1007/978-3-319-23356-7_8
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DOI: https://doi.org/10.1007/978-3-319-23356-7_8
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