Conflict Resolution Lecture a Definitions of Conflict This material Comp 16 Unit 6 was developed by The University of Alabama Birmingham funded by the Department of Health and Human Services Office of the National Coordinator for Health Information Technology under Award Number 1U24OC0000 ID: 627007
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Professionalism/Customer Service in the Health Care Environment
Conflict Resolution
Lecture a – Definitions of Conflict
This material (Comp 16 Unit 6) was developed by The University of Alabama Birmingham, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number 1U24OC000023. This material was updated in 2016 by Bellevue College under Award Number 90WT0002.
This work is licensed under the Creative Commons Attribution-
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4.0 International License. To view a copy of this license, visit
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Definitions of Conflict
Learning ObjectivesDefine
conflict.Describe historical views of conflict.Identify ways in which conflict can be both a positive and negative force for group performance.
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Definitions of Conflict
Definition of conflict
Conceptual commonalities/themesConflict must be perceived by the individuals involved with it
Requires human interaction with some level of disagreement or incompatibility
Robbins & Judge, 2017
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Conflict in Delivery of Health Care Services
Bowers & Ferron, 2014
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Conflict in Delivery of Health Care Services Continued
High-conflict environmentsHigh levels of stress and emotion
Limited resourcesCompetitionMergersRegulation
Numerous stakeholders
Cultural and diversity concerns
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Transitions in Ideas
about Conflict
Traditional viewHuman relations viewInteractionist view
Robbins & Judge, 2017
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Transitions in Ideas
about Conflict ContinuedTraditional view
1930s and 1940sAssumed all conflict to be bad and viewed negativelyAlthough currently an out-of-date assumption, many people still see conflict this way
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Transitions in Ideas
about Conflict Continued 2Human relations view
1940s to the 1970sConflict was a normal part of group and organizational activityConflict could not be avoided
Conflict might actually improve a group’s performance
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Transitions in Ideas
about Conflict Continued 3Interactionist view
Conflict is inevitableConflict leads to work groups that areSelf-critical
Inventive
Imaginative
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Positive Conflict vs. Negative Conflict
Constructive (functional)
Good form of conflictLeads to improved group functioningConflict is supportive of group goals
O’Connell, 2014
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Positive Conflict vs. Negative Conflict Continued
Constructive (functional)
Good form of conflictLeads to improved group functioningConflict is supportive of group goals
Destructive (dysfunctional)
Bad form of conflict
Obstructs group performance
May be detrimental to patients
Cosier & Dalton, 1990; O’Connell, 2014
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Types of Conflict
Relationship conflictInterpersonal relationships
Process conflictHow work is carried outTask conflictContent and objectives of work
Robbins & Judge, 2017
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Types of Conflict Continued
Relationship conflictAlmost always negative
Process conflictLow levels can be positive and functionalTask conflict
Low to moderate levels can be positive and functional
Robbins & Judge, 2017
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Other Types of Conflict
Kolb &
Bartunek
, 1992;
Borowski
,
2009
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Other Types of Conflict Continued
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Other Types of Conflict Continued 2
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Other Types of Conflict Continued 3
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Other Types of Conflict Continued 4
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Conflict Resolution
Summary – Lecture a Varied views of conflictConflict as positive/negative force
Different types of conflict
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Conflict Resolution
References – Lecture a
ReferencesBorkowski
, N. (2009).
Organizational behavior in health care
, 2nd ed. Burlington, MA: Jones & Bartlett Learning.
Bowers, P., & Ferron, L. (2014). Confronting conflict with higher-ups.
American Nurse Today
, 9(1): 52, 62.
Cosier
, R., & Dalton, D. (1990). Positive effects of conflict: A field assessment.
International Journal of Conflict Management
, 1(1).
Huan
, L., &
Yazdanifard
, R. (2012). Difference of conflict management styles and conflict resolution in workplace.
Business and Entrepreneurship Journal
, 21(1):141–155. Retrieved from
http://www.scienpress.com/Upload/BEJ/Vol%201_1_9.pdf
Kolb, D. M., and
Bartunek
, J. (1992).
Hidden conflict in organizations: Uncovering behind-the-scenes disputes
. Beverly Hills, CA: Sage Publications.
Lyon, A. (2012, April 1). Unresolved conflict develops Into unpredictable consequences.
Western Pennsylvania Healthcare News
. Retrieved from
http://www.wphealthcarenews.com/unresolved-conflict-develops-into-unpredictable-consequences
O’Connell, M. R. (
2014).
Conflict’s positive and negative aspects [weblog comment]. Retrieved from
https://Viaconflict.wordpress.com/2014/02/16/conflicts-positive-and-negative-aspects
Robbins S. P., & Judge T. A. (2017).
Organizational behavior
, 17th ed. Upper Saddle River, NJ: Prentice Hall.
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Professionalism/Customer Service in the Health Care Environment
Conflict ResolutionLecture a
This material was developed by The University of Alabama at Birmingham, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000023. This material was updated in 2016 by Bellevue College under Award Number 90WT0002.
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