In this article Overton & Lowry argue that conflict occurring in workplaces can have negative consequences including dysfunctional teamwork, and decreased client and employee satisfaction. In their paper, they demonstrate that training in conflict resolution skills can result in improved teamwork, productivity, and both client and employee satisfaction. They achieve this goal by explaining the importance of conflict resolution and management, outlining skill sets applicable to conflict management and summarizing the steps for successful confrontation conversations. Overton & Lowry illustrate these principles against the backdrop of physicians and nurses in the healthcare environment.
This article become the catalyst in my crusade to educate my co-workers and department in the basics of conflict management. Many in my department are known to practice conflict avoidance, accommodation, and compromise which, as discussed in this article lead to resentment, distrust, and general dysfunction. These are not a written policy but the result of poor conflict competence and an inability to participate in difficult conversations (a.k.a. crucial conversations.) Working with my direct supervisor I am developing plans to introduce conflict self-awareness for individuals and introduce conflict management skills. I will also propose this among several other important topics be included in the interview process for new applicants. As a university employee responsible for developing curriculum, the cost of our conflict is passed on to students in the form of poor course design and negative learning experiences. Although we are not a student facing department, our impact on students is direct.
LO2: Demonstrate the ability to assess complex organizational environments and achieve communication goals.
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