Conflict in the Workplace
Healthy conflict can be an opportunity to improve relationships, team dynamics, collaboration and patient care. Yet, unhealthy conflict does the opposite. Assertive communication (v.s. aggressive, passive, or passive aggressive) skills are important to foster collaborative (vs. avoidant, competitive, accommodating, or cooperative) behaviour (Lamoureux, H., & Seifert, E. Copy right 2015)
Understanding personality preferences
Manage difficult/crucial conversations
Lamoureux, H., & Seifert, E., “Resolving Conflict and Improving Communication: A Guide for Healthcare Professionals”. Canada. Kingsley Publishing Services. 2009.
Patterson - Grenny - McMillan - Switzler. “ Crucial Conversations - Tools for Talking When Stakes are High”. McGraw Hill. 2012
Stone, Douglas et al. “Difficult Conversations - How to Discuss what Matters Most”. Penguin Books Ltd.1999.
Bill Eddy, LCSW, ESQ - Many books on communication with the “High Conflict Personality”. (https://youtu.be/Q-wwXhbwfrA)
Stone, Douglas and al. “Thanks for the Feedback - the Science and Art of Receiving Feedback Well - even when it is off base, unfair, poorly delivered, and,frankly, you’re not in the mood.” Penguin. 2014.
CMPA - “Disarming statements can lessen conflict in the healthcare workplace”
Dealing with Inappropriate Behaviour
It is strongly recommended that the complainant or respondent get support from PFSP (I need Help Now) and a trusted peer. Do not isolate yourself. It is also highly recommended that resources on communication, as above, be accessed.
AHS - Employee Toolkit to Address Bullying
AHS - Respectful Workplaces - Resource guide
CPSA - Managing Disruptive Behavior in the Healthcare Workplace
AHS -Policy #1115: Respectful Workplaces and the Prevention of Harassment and Violence
AHS -Policy #1115-03: Respectful Workplaces and the Prevention of Harassment and Violence: TYPE III (WORKER-TO-WORKER)
Practitioner Advocacy Assistance Line - The Practitioner Advocacy Assistance Line (PAAL) is a central point of contact for practitioners to share concerns or advise the Zone Medical Staff Association(ZMSA) presidents of challenges in advocating for patients and reporting intimidation. Confidential reporting is assured through a secure third party organization. The PAAL toll free number is1-866-225-7112.
CSPA -Physician Health Monitoring Program: Disruptive Behaviour
Universtiy of Alberta - Office of Safe Disclosure
University of Alberta - The Professionalism Button
University of Alberta - Office of the Assistant Dean of Equity, Diversity and Inclusion
Canadian Medical Protective Association (CMPA)