Assignment: Active Listening

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Week 3: Conlfict Resolution Paper Purpose The purpose of this assignment is to learn how to identify and effectively manage conﬂicts that arise in care delivery settings resulting in better management of patient care, including appropriate delegation. You will gain insight into conﬂict management strategies and develop a plan to collaborate with a potential nurse leader about the conﬂict and its impact in a practice setting.

Course Outcomes Completion of this assignment enables the student to meet the following course outcomes. CO1: Apply leadership concepts, skills, and decision making in the provision of high-quality nursing care, healthcare team management, and the oversight and accountability for care delivery in a variety of settings. (PO2) CO3: Participate in the development and implementation of imaginative and creative strategies to enable systems to change. (PO7) CO6:

Develop a personal awareness of complex organizational systems, and integrate values and beliefs with organizational mission. (PO7) CO7: Apply leadership concepts in the development and initiation of effective plans for the microsystems and system-wide practice improvements that will improve the quality of healthcare delivery. (POs 2 and 3)People deal with conﬂict in a variety of ways, therefore you need different conﬂict resolution strategies.

We at Participation Company spend a lot of time talking about conﬂict resolution through active listening and training people to resolve conflicts using a variety of strategies. This is how the Thomas-Kilmann measurement instrument and their ﬁve conﬂict resolution strategies came to our attention.

Kenneth Thomas and Ralph Kilmann developed ﬁve conﬂict resolution strategies that people use to handle conﬂict, including avoiding, defeating, compromising, accommodating, and collaborating.

This is based on the assumption that people choose how cooperative and how assertive to be in a conﬂict. It suggests that everyone has preferred ways of responding to conﬂict, but most of us use all methods under various circumstances. It is helpful to understand the ﬁve methods, particularly when you want to move a group forward.

Conﬂict Resolution Strategy #1: Avoiding

Avoiding is when people just ignore or withdraw from the conﬂict. They choose this method when the discomfort of confrontation exceeds the potential reward of resolution of the conﬂict. While this might seem easy to accommodate for the facilitator, people aren’t really contributing anything of value to the conversation and may be withholding worthwhile ideas. When conﬂict is avoided, nothing is resolved.

Conﬂict Resolution Strategy #2: Competing

Competing is used by people who go into a conﬂict planning to win. They’re assertive and not cooperative. This method is characterized by the assumption that one side wins and everyone else loses. It doesn’t allow room for diverse perspectives into a well informed total picture. Competing might work in sports or war, but it’s rarely a good strategy for group problem solving.

Debra wrote an illuminating article on how conﬂict resolution failure can lead to revolution. It’s what can happen when people feel like they aren’t being listened to and start being assertive.

Conﬂict Resolution Strategy #3: Accommodating

Accommodating is a strategy where one party gives in to the wishes or demands of another. They’re being cooperative but not assertive. This may appear to be a gracious way to give in when one ﬁgures out s/he has been wrong about an argument. It’s less helpful when one party accommodates another merely to preserve harmony or to avoid disruption. Like avoidance, it can result in unresolved issues. Too much accommodation can result in groups where the most assertive parties commandeer the process and take control of most conversations.

Conﬂict Resolution Strategy #4: Collaborating

Collaborating is the method used when people are both assertive and cooperative. A group may learn to allow each participant to make a contribution with the possibility of co-creating a shared solution that everyone can support.

A great way to collaborate and overcome conﬂict is to reach out and touch them.

Conﬂict Resolution Strategy #5: Compromising

Another strategy is compromising, where participants are partially assertive and cooperative. The concept is that everyone gives up a little bit of what they want, and no one gets everything they want. The perception of the best outcome when working by compromise is that which “splits the difference.” Compromise is perceived as being fair, even if no one is particularly happy with the ﬁnal outcome.

Assignment: Active Listening