conflict management for laboratorians

1. How NOT to Kill Each Other at Work: Conflict Management in the Lab Marty Boesenberg, MSEd., SCT(ASCP) The Iowa Clinic West Des Moines, IA

10. Complexity Complexity Values Purpose Process/Methods Facts/Data

11. Identify the Conflict Type “ Why haven’t you taken that lung FNA down to the Pathologist yet? You’ve had it for an hour!”, cried Mary, the Cytology supervisor. Mary was anticipating yet another complaint from the pathologists about delayed non-gyns from the new cytotech, Carrie. Carrie looked up in confusion. There was a cell block ordered on the FNA that wouldn’t be out until tomorrow and Carrie understood that she could hold the case until then. _____ Type 1 Facts and Data _____ Type 2 Process or Methods _____ Type 3 Purpose _____ Type 4 Values

12. Identify the Conflict Type Kathy, the Lab Manager has asked Jenni to represent the Lab on a committee that is considering a change in employee education reimbursement. Jenni feels that she does not have any knowledge or understanding about the subject and suggests that Sam be on the committee. Kathy says no. _____ Type 1 Facts and Data _____ Type 2 Process or Methods _____ Type 3 Purpose _____ Type 4 Values

13. Identify the Conflict Type John is a long-time, pleasant, and productive cytotech, but he spends much of his work time talking about his favorite charity. It is a cause you believe in too, but you object to his using work time for this. When you bring up the issue John yells, “But this is about ending world hunger!” _____ Type 1 Facts and Data _____ Type 2 Process or Methods _____ Type 3 Purpose _____ Type 4 Values

14. Identify the Conflict Type Paula is in your office to complain about JoAnn. It seems JoAnn submitted time-off requests for the entire next year ahead and has taken all the Fridays around the long weekends. Everyone is furious but they haven’t said anything to JoAnn. _____ Type 1 Facts and Data _____ Type 2 Process or Methods _____ Type 3 Purpose _____ Type 4 Values

18. Differences aren’t BAD, they’re just differences!

19. The Physiologic Response to Conflict How does conflict make you FEEL?

23. There are times to avoid conflict, but you must chose those times carefully!

24. Responses to Conflict High Medium Low Low Medium High Importance of relationship Importance of outcome Accommodate I Lose, You Win Avoid I Lose, You Lose Collaborate I Win, You Win Compromise We Both Win, We Both Lose Compete I Win, You Lose

35. How do you make it work??

37. First, no ambushes! Find a private setting and say that you would like to schedule a time to talk about this issue that concerns you both.

39. Then when you meet…

44. Put It All Into Practice Conflict Resolution -Personal Action Plan

45. WHAT IT SOUNDS LIKE… Conflict: Lab Manager Steve ( tiger ) is so volatile that everyone is afraid to bring up anything of substance. They never know if there will be a blow up or thanks. The whole department is afraid and things are falling apart. ( cause of problem?? Process, purpose?) Method -collaborate –high relationship/high importance 1: Everyone tells it like they see it How will I start the conversation? (consider the source of the conflict and my approach) What will I do to remind myself to actively listen and avoid interrupting to share my perspective? How will I paraphrase what they say? What will I say to transition to the next step? Step 2: Everything is put on the table What will I say to share my understanding of the conflict? (remember my approach style) What will I do to keep my emotions in check? To stay objective, what facts, observations, and feedback can I provide? What can I say to ensure they have ‘heard’ what I have shared? What will I say to transition to the next step? Step 3: Focus on the future What will I ask to get commitment from them to work out a solution? What can I say/ask to brainstorm ideas, and then negotiate an action plan to resolve our conflict? Once we decide on a plan, what can I say to ensure specific So you have agreed to ….and I will … How will I ensure follow-up? What will I say to strengthen the relationship between us? Step 4: Anchor email thanking them for the useful, honest conversation