Conflict management: difficult conversations with difficult people.
Conflict occurs frequently in any workplace; health care is not an exception. The negative consequences include dysfunctional team work, decreased patient satisfaction, and increased employee turnover. Research demonstrates that training in conflict resolution skills can result in improved teamwork, productivity, and patient and employee satisfaction. Strategies to address a disruptive physician, a particularly difficult conflict situation in healthcare, are addressed.
Division of Health Policy and Management, Department of Health Administration, School of Public Health, University of Minnesota, Minneapolis, Minnesota.
Amy R
AR
Overton
Division of Colon and Rectal Surgery, Department of Surgery, University of Minnesota, St Paul, Minnesota.
Ann C
AC
Lowry
conflict management; resolution skills