Question
Change is Inevitable
As events occur in a workplace, it is inevitable that change will happen. Change happens in all of our lives, and even good changes, like graduating from school, can be stressful. Change can make people especially uncomfortable when it occurs rapidly or with high demands. In healthcare, which is a fast-moving industry, change often requires employees to adjust processes and practices. Patients are often confronted to changes in their bodies and in their daily routine, so having strategies to make change easier is good when leading staff or working directly with patients.
A road is pictured going off into the horizon with one half of the road experiencing bright, sunny weather, and the other side experiencing stormy, dreary weather.
Like unpredictable weather, change is inevitable so embracing it will make acceptance easier.
Anytime we have to change our routine, we are faced with new challenges, new problems to solve, and are taken outside of our comfort zone. Most people will naturally resist change. Active resistance can show up with aggressive statements like “That’s a terrible idea,” or “I’ll quit if I have to do that,” or “I absolutely can’t do that.” Passive resistance may show up as missed appointments, being “too busy” to do it, and simply doing nothing to comply with the change.
When a change needs to be implemented, you can command people to make the change, but if people resist, passively or actively, this might not work. People may feel more comfortable about the change if they have more information; often resistance is rooted in misunderstanding or fear of the unknown, so sharing as much information as possible will help reduce resistance. If the person has strongly held beliefs about the change that can be refuted with facts, it may help to gently share information.
Reducing Resistance to Change
Change can feel like a threat to our basic human needs, so using strategies to reduce the perception of threat can be very helpful. Resistance is a natural human instinct to avoid a change that could threaten our safety, so helping to reassure the person can be a huge help. The following are some strategies to help:
Two goldfish jump out of their smaller water bowl, leaving three other fish behind, into a larger water bowl against a light blue background.
Highlight opportunities
Point out similarities to old routine and opportunities presented by the change.
Meeting Basics
Meetings are a great way to help a team pull together, especially in an environment with lots of change like healthcare. For problem solving, planning, information sharing, and team building, meetings are a must. Participating in or running meetings is likely to be part of your work routine in healthcare. Here are the basic ways to plan and execute productive meetings:
Plan Your Meeting
Setting Up
Running the Meeting
Assign Tasks
Follow Up
Meetings are most productive when participants feel free to participate openly, but the meeting is kept to a time limit. After discussion, there are many ways to come to decisions. One useful tool is to work for consensus, or a general agreement, on what has been accomplished and what should be done moving forward.
Conflict Resolution
Conflicts can happen between individuals in the workplace, between groups or teams, or even between organizations. Disagreements can arise when people have different ideas about what tasks need to be done, how tasks should be done, team processes, or who should perform the task. There can also be conflict between different professions within the team. Personal values and communication styles can be factors that make communication between team members difficult. Conflict resolution is a process by which parties can find a peaceful resolution to disputes.
Many people have natural responses to conflict, some of which may not be helpful in fully resolving a conflict. Some people avoid the conflict, but sweeping it under the rug just means the situation is not going to change and will ultimately need to be resolved somehow. Assertive people may try to compete and “win” the conflict, but this strategy leaves the other side “losing” and means ill-will will continue. People sometimes accommodate, or willingly let the other side have their way, but this can leave unresolved issues that will surface later. Compromising means that each side gives in a little bit and the resolution of the conflict is fair, but no one is entirely happy. In the best cases, the parties to the disagreement are able to collaborate to find a solution that works well for everyone, perhaps even a better solution than either side could come up with on their own.
Conflicts in the healthcare system can not only lead to emotional discomfort and anger but actually contribute to medical errors. Recognizing that conflicts will come up, and having the tools to help resolve conflicts, can help teams manage conflict without resorting to win-lose battles. In healthcare, as in most areas of life, adopting a win-win strategy where everyone involved comes out ahead will keep emotions steadier and end up with the best possible solutions to problems.
Two nurses, one in pink scrubs and one in blue scrubs, stand and discuss a patient's file and discuss their disagreements about treatment.
Conflict can be an opportunity to open a dialogue.
When a conflict arises, the first step is to acknowledge the conflict and identify the real problem or issue. Use creativity to come up with possible solutions. Evaluate the different suggestions with an open mind, taking personal conflicts out of the equation as much as possible. Choose the best solution and implement it. Then evaluate the results. Did this resolve the conflict? If not, more work needs to be done.
If problem-solving doesn’t work to resolve the conflict, you may need to move on to attempting negotiation, formal discussion between parties in a disagreement. Before you attempt to facilitate a negotiation, clarify the issue in your own mind. Set the stage by using direct statements to both parties of the disagreement, laying out the conflict and challenging them to find a way to resolve the problem. Set ground rules for the negotiation so everyone has clear expectations, manage the emotional tone of the discussion, and clarify the conflict. Offer a possible solution, then continue with more offers and counter offers. Come to an agreement on the resolution of the conflict.
Knowledge Check
Test your knowledge of new information by answering these questions, and then review the feedback.
Question #1
Mary wants to put a bulletin board with pictures of animals up in the hallway of the clinic. Who would be the best person or group to check with to obtain permission for the project?
the patients
the healthcare team
the chain of command
her mentor
Question #2
Geoff, a physician, has noticed a problem with Craig's physical therapy work with Mrs. Samiri. When Geoff shares this feedback, he should:
be as critical as possible
do it at a staff meeting so other team members can hear
be honest, but diplomatic
tell him how to do his job
Question #3
Emotional intelligence is always more important than technical knowledge for healthcare workers.
True
False
Question #4
Lacey is a physical therapy assistant assigned to guide Malik, a rambunctious six-year-old, through exercises to strengthen his upper body. Malik, like most kids his age, is most interested in running around and jumping—not doing the assigned exercises. Instead of scolding Malik when he runs around, Lacey gives gold stars, high-fives, and praise when Malik is able to focus on the exercises. This technique:
works with children, but not adults
can work because it encourages Malik to engage in positive behaviors
can’t work because Malik will only behave when threatened with punishment
can only work if Lacey gives Malik money instead of praise
Question #5
The physicians office has instituted a change to the way nurses and medical assistants are supposed to clean exam rooms after a patient leaves. Blanca keeps forgetting to do this the new way. The other staff are getting annoyed, and when they remind Blanca, she says "I forgot." Blanca is MOST likely exhibiting:
passive resistance
active resistance
positive reinforcement
negotiation
Conclusion
Working together is not always easy, but if you use the techniques for conflict resolution, team-building, positive reinforcement, and general communication strategies, you will be a good team member. People are diverse, and they don’t always agree, but there are ways to work productively together so that each voice is heard. That is what makes the strongest teams and the most effective healthcare delivery.
5. Conflict can arise at any time, in all areas of our life, including in healthcare situations. First, identify several factors that may lead to conflict in the healthcare industry. Then, evaluate the effectiveness of various conflict-resolution techniques for these conflicts.
Write 3 sentences in your own words using the text above.
As events occur in a workplace, it is inevitable that change will happen. Change happens in all of our lives, and even good changes, like graduating from school, can be stressful. Change can make people especially uncomfortable when it occurs rapidly or with high demands. In healthcare, which is a fast-moving industry, change often requires employees to adjust processes and practices. Patients are often confronted to changes in their bodies and in their daily routine, so having strategies to make change easier is good when leading staff or working directly with patients.
A road is pictured going off into the horizon with one half of the road experiencing bright, sunny weather, and the other side experiencing stormy, dreary weather.
Like unpredictable weather, change is inevitable so embracing it will make acceptance easier.
Anytime we have to change our routine, we are faced with new challenges, new problems to solve, and are taken outside of our comfort zone. Most people will naturally resist change. Active resistance can show up with aggressive statements like “That’s a terrible idea,” or “I’ll quit if I have to do that,” or “I absolutely can’t do that.” Passive resistance may show up as missed appointments, being “too busy” to do it, and simply doing nothing to comply with the change.
When a change needs to be implemented, you can command people to make the change, but if people resist, passively or actively, this might not work. People may feel more comfortable about the change if they have more information; often resistance is rooted in misunderstanding or fear of the unknown, so sharing as much information as possible will help reduce resistance. If the person has strongly held beliefs about the change that can be refuted with facts, it may help to gently share information.
Reducing Resistance to Change
Change can feel like a threat to our basic human needs, so using strategies to reduce the perception of threat can be very helpful. Resistance is a natural human instinct to avoid a change that could threaten our safety, so helping to reassure the person can be a huge help. The following are some strategies to help:
Two goldfish jump out of their smaller water bowl, leaving three other fish behind, into a larger water bowl against a light blue background.
Highlight opportunities
Point out similarities to old routine and opportunities presented by the change.
Meeting Basics
Meetings are a great way to help a team pull together, especially in an environment with lots of change like healthcare. For problem solving, planning, information sharing, and team building, meetings are a must. Participating in or running meetings is likely to be part of your work routine in healthcare. Here are the basic ways to plan and execute productive meetings:
Plan Your Meeting
Setting Up
Running the Meeting
Assign Tasks
Follow Up
Meetings are most productive when participants feel free to participate openly, but the meeting is kept to a time limit. After discussion, there are many ways to come to decisions. One useful tool is to work for consensus, or a general agreement, on what has been accomplished and what should be done moving forward.
Conflict Resolution
Conflicts can happen between individuals in the workplace, between groups or teams, or even between organizations. Disagreements can arise when people have different ideas about what tasks need to be done, how tasks should be done, team processes, or who should perform the task. There can also be conflict between different professions within the team. Personal values and communication styles can be factors that make communication between team members difficult. Conflict resolution is a process by which parties can find a peaceful resolution to disputes.
Many people have natural responses to conflict, some of which may not be helpful in fully resolving a conflict. Some people avoid the conflict, but sweeping it under the rug just means the situation is not going to change and will ultimately need to be resolved somehow. Assertive people may try to compete and “win” the conflict, but this strategy leaves the other side “losing” and means ill-will will continue. People sometimes accommodate, or willingly let the other side have their way, but this can leave unresolved issues that will surface later. Compromising means that each side gives in a little bit and the resolution of the conflict is fair, but no one is entirely happy. In the best cases, the parties to the disagreement are able to collaborate to find a solution that works well for everyone, perhaps even a better solution than either side could come up with on their own.
Conflicts in the healthcare system can not only lead to emotional discomfort and anger but actually contribute to medical errors. Recognizing that conflicts will come up, and having the tools to help resolve conflicts, can help teams manage conflict without resorting to win-lose battles. In healthcare, as in most areas of life, adopting a win-win strategy where everyone involved comes out ahead will keep emotions steadier and end up with the best possible solutions to problems.
Two nurses, one in pink scrubs and one in blue scrubs, stand and discuss a patient's file and discuss their disagreements about treatment.
Conflict can be an opportunity to open a dialogue.
When a conflict arises, the first step is to acknowledge the conflict and identify the real problem or issue. Use creativity to come up with possible solutions. Evaluate the different suggestions with an open mind, taking personal conflicts out of the equation as much as possible. Choose the best solution and implement it. Then evaluate the results. Did this resolve the conflict? If not, more work needs to be done.
If problem-solving doesn’t work to resolve the conflict, you may need to move on to attempting negotiation, formal discussion between parties in a disagreement. Before you attempt to facilitate a negotiation, clarify the issue in your own mind. Set the stage by using direct statements to both parties of the disagreement, laying out the conflict and challenging them to find a way to resolve the problem. Set ground rules for the negotiation so everyone has clear expectations, manage the emotional tone of the discussion, and clarify the conflict. Offer a possible solution, then continue with more offers and counter offers. Come to an agreement on the resolution of the conflict.
Knowledge Check
Test your knowledge of new information by answering these questions, and then review the feedback.
Question #1
Mary wants to put a bulletin board with pictures of animals up in the hallway of the clinic. Who would be the best person or group to check with to obtain permission for the project?
the patients
the healthcare team
the chain of command
her mentor
Question #2
Geoff, a physician, has noticed a problem with Craig's physical therapy work with Mrs. Samiri. When Geoff shares this feedback, he should:
be as critical as possible
do it at a staff meeting so other team members can hear
be honest, but diplomatic
tell him how to do his job
Question #3
Emotional intelligence is always more important than technical knowledge for healthcare workers.
True
False
Question #4
Lacey is a physical therapy assistant assigned to guide Malik, a rambunctious six-year-old, through exercises to strengthen his upper body. Malik, like most kids his age, is most interested in running around and jumping—not doing the assigned exercises. Instead of scolding Malik when he runs around, Lacey gives gold stars, high-fives, and praise when Malik is able to focus on the exercises. This technique:
works with children, but not adults
can work because it encourages Malik to engage in positive behaviors
can’t work because Malik will only behave when threatened with punishment
can only work if Lacey gives Malik money instead of praise
Question #5
The physicians office has instituted a change to the way nurses and medical assistants are supposed to clean exam rooms after a patient leaves. Blanca keeps forgetting to do this the new way. The other staff are getting annoyed, and when they remind Blanca, she says "I forgot." Blanca is MOST likely exhibiting:
passive resistance
active resistance
positive reinforcement
negotiation
Conclusion
Working together is not always easy, but if you use the techniques for conflict resolution, team-building, positive reinforcement, and general communication strategies, you will be a good team member. People are diverse, and they don’t always agree, but there are ways to work productively together so that each voice is heard. That is what makes the strongest teams and the most effective healthcare delivery.
5. Conflict can arise at any time, in all areas of our life, including in healthcare situations. First, identify several factors that may lead to conflict in the healthcare industry. Then, evaluate the effectiveness of various conflict-resolution techniques for these conflicts.
Write 3 sentences in your own words using the text above.
Answers
Answered by
GPT-4o mini
Change in the workplace, particularly in healthcare, is unavoidable and can often lead to resistance from employees due to discomfort with new routines. Effective communication and providing clear information about changes are essential to help alleviate misunderstandings and fears associated with these transitions. Additionally, recognizing and addressing conflicts that arise among team members can facilitate collaboration and lead to better overall solutions, ultimately improving patient care.