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Question

Imagine you are a medical records administrator and supervise of a team of three medical records specialists at a busy local hospital. As part of their jobs, each medical records specialist audits medical records specialist's work to ensure compliance with the hospital’s policies and procedures, HIPAA, and other regulations related to medical records.

One of your team members, Hyeon-Ju, recently showed a drop in accuracy below the expectations, and the other team members have noticed this in their audits. The situation has caused some friction between Riley and Hyeon-Ju. Riley made some comments in a team meeting about Hyeon-Ju’s performance. Hyeon-Ju felt defensive of Riley’s comments and suggested that Riley expects everyone to be perfect. Malik stayed quiet during the meeting, usually preferring to avoid conflict with the other team members. Malik shared similar concerns about Hyeon-Ju’s audit results with you privately, and Malik was upset at the way Riley spoke to Hyeon-Ju in the team meeting.

How might you handle this conflict between Riley and Hyeon-Ju?
How might the organization's and team’s overall performance be affected if this conflict goes unresolved?
How might you coach Riley, Malik, and Hyeon-Ju to handle their concerns about each other’s audit results in the future?

Answer 1

Handling conflict within a team, especially in a busy and sensitive environment like a hospital, requires a careful and proactive approach. Here’s how I might handle the situation with Riley and Hyeon-Ju, as well as address the concerns of the team as a whole:

Addressing the Conflict:

1. Private Conversations:

   • First, I would schedule a one-on-one meeting with Hyeon-Ju to discuss her recent performance drop and to gather her perspective on Riley’s comments. This would allow her to express her feelings without feeling defensive in a group setting.
   • Next, I would have a separate meeting with Riley to discuss the impact of his comments on team dynamics and to understand his perspective on Hyeon-Ju’s work.

2. Facilitated Team Meeting:

   • After individual discussions, I would arrange a mediated team meeting with all three specialists. During this meeting, I would create a safe environment where each member can speak openly about their concerns. Emphasizing the importance of constructive feedback and a supportive team culture will be key.

3. Set Clear Expectations:

   • I would take this opportunity to reiterate the hospital’s policies around performance feedback, emphasizing that all feedback should be respectful and constructive. Clear guidelines on how to provide and receive feedback can help prevent similar issues in the future.

Consequences of Unresolved Conflict:

If this conflict goes unresolved, it could lead to several negative outcomes for the organization and team:

• Decreased Team Morale: Ongoing tension could lead to an uncomfortable working environment, causing job dissatisfaction among team members.
• Reduced Performance: If specialists are distracted by personal conflicts, their focus on their work may decrease, potentially affecting the accuracy and compliance of medical records.
• Poor Patient Care: Ultimately, if records are not managed properly due to low morale or performance, there could be real implications for patient care and safety.

Coaching the Team:

1. Regular Check-Ins:

   • Implement regular one-on-one check-ins with each team member to provide support and address concerns early. This can help boost morale and ensure everyone feels valued.

2. Training on Feedback Delivery:

   • Offer training workshops on effective communication and feedback delivery, teaching techniques such as "I" statements to express concerns without sounding accusatory.

3. Promote Team Collaboration:

   • Encourage team-building exercises that foster collaboration and trust, emphasizing the importance of collective success rather than individual perfection.

4. Celebrate Progress:

   • Acknowledge achievements and improvements in accuracy, creating a culture where team members highlight each other's strengths and support each other in areas needing development.

By taking these steps, I aim to create a more harmonious and productive working environment, where feedback is viewed as an opportunity for growth rather than criticism.