An interesting and popular thread currently prompting plenty of discussion on the Practice Index Forum is one about staff disharmony.
It’s easy to see why this thread is proving so popular. GP practice teams tend to be relatively small. Practices can also be high-pressure environments. Combine those two facts with the fact that we’re all human and therefore have different personalities and moods and it’s easy to see how and why conflicts occur.
The good news is that many conflicts will quickly sort themselves out or simply fizzle away. The bad news is that some can build and build until they become damaging to overall morale and productivity. That’s when the HR skills of practice managers need to come to the fore.
To help practice managers address conflict in the practice, we’ve compiled some top tips from HR professionals that, along with the ideas outlined on the forum, should help you smooth out any problems.
Inaction isn’t an option
It’s a task that’s seldom enjoyable, but conflict has to addressed before the situation becomes irreparable. Inaction won’t help, so take positive steps as soon as you can.
Rise above it
You’re the mediator in this situation, so you need to rise above the issues, stay calm and remain balanced – this is the only way to help defuse the situation.
Open dialogue
It goes without saying that communication is the key factor to ensuring conflicts are resolved quickly and professionally. The only way you’re going to solve any grievances is through talking it out, so articulate your points clearly and serenely so that your issues are made known.
Listen closely
One area HR pros do agree on is the need to listen. Just as it’s important to calmly air your grievances in a conflict, so it is equally important that you listen to the other side and try to understand their issues to clear any likelihood of a misunderstanding.
One-to-one or a group?
Interestingly, some HR professionals and practice managers recommend one-to-one dialogue as people tend to open up more and speak more honestly. Others suggest talking as a team, as this might be more difficult and be tenser, but it can lead to a swifter resolution. The overall view is to do what you feel most comfortable with.
Make the differences clear
Setting out the differences between colleagues allows you to address the situation head on, and to make sure that any issues are clearly identified. Once this is done, it will be far easier to address the root of a problem.
Don’t point the finger
Discussions should always revolve around the issues and not the individuals involved. It will be far easier to solve the problem if everyone involved shoulders the blame, rather than just an individual. Blame shouldn’t come into discussions.
Point out objectives
As one PM pointed out on the Forum, all practice staff are there to do their best for the patients. They don’t have to like each other or be best friends, but they are required to work together and be professional and courteous. Hopefully this approach will make them know a) that their behaviour has not gone unnoticed, and b) produce some positive actions that will make things better.
Seek a breakthrough
Once all issues have been identified and both sides of the conflict have had a chance to calmly air their points of view, take time out to think about your solutions (not too long as problems shouldn’t be allowed to drag on and fester). Don’t offer kneejerk remedies immediately. Consider how to find amicable solutions that satisfy both sides of the arguments.
Turn negatives into positives
If workplace disharmony and conflict is quickly and correctly resolved, the negatives can be turned into a positive. Therefore, try to use conflict to turn an issue that’s clearly there into something beneficial. If a grievance occurs, it’s often because of a fault within the company, so fixing this could result in a far more positive and pleasant place to work.
How have you resolved conflict in the workplace? Share your ideas below or join the conversation on the Practice Index forum here.
There is a Conflict Resolution eLearning course available in the HUB. More details here.
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