If you work with people, you have experienced conflict of some sort. It doesn't matter how wonderful your team is or how well everyone gets along. Sooner or later, someone is going to disagree with someone else.
And you know what? That isn't necessarily a bad thing!
Conflict itself is neither good nor bad. It is how we choose to handle it that determines whether the outcome will be positive or negative.
Think about it. We all come to work with different personalities, experiences, opinions, and ways of doing things. What makes perfect sense to one employee may not make sense to another. These differences can sometimes create frustration, misunderstandings, and disagreements.
But they can also create opportunities!
The Problem Isn't Always the Conflict
One of the biggest mistakes I see in medical practices is allowing small disagreements between coworkers to grow into much larger problems.
Perhaps one employee feels another isn't doing their share of the work. Maybe someone doesn't like the way a coworker speaks to them. Or two employees simply have different ideas about how a task should be completed.
Instead of discussing the situation respectfully, they avoid each other, complain to other employees, or bring their frustrations to the manager.
Sound familiar?
If you are the manager or physician and an employee comes to you with a concern about a coworker, don't brush it off. Listen, ask questions, and try to understand what is happening.
However, listening doesn't mean you have to become the referee for every disagreement.
When appropriate, encourage employees to have respectful conversations with each other and work toward a solution. Sometimes they may need a little coaching on how to do that.
Of course, situations involving harassment, discrimination, bullying, threats, or other serious misconduct require appropriate management intervention and must be addressed according to applicable laws and workplace policies.
And remember, employees don't have to be best friends or even agree on everything. But they do have to treat each other professionally and work together to provide excellent patient care.
Three Ways Conflict Can Actually Be Good
1. Conflict helps us grow.
When someone disagrees with us, we have an opportunity to look at a situation from a different perspective. We may discover that our way isn't the only way, or even the best way.
Being willing to listen and consider another person's ideas helps us grow both personally and professionally.
2. Conflict can lead to better ideas and improved systems.
Imagine working in a practice where everyone agreed with everything all the time. Nothing would ever be questioned, and opportunities for improvement might be missed.
Sometimes it takes someone saying, "I think there is a better way to do this," to begin a conversation that leads to a more efficient process or better patient experience.
The key is being willing to listen instead of immediately becoming defensive.
3. Conflict can strengthen working relationships.
When two employees successfully work through a disagreement, they often develop a greater understanding and respect for each other.
They learn that they can disagree without becoming disagreeable!
And the next time a difference of opinion comes along, they have already learned that they can work through it.
Let's Turn Conflict Into an Opportunity
We need to remember that not every disagreement is a problem that requires management to step in and fix it. Sometimes employees simply need to communicate, listen, and take responsibility for finding a solution.
As managers and leaders, we can help by creating a workplace where employees feel comfortable sharing ideas, asking questions, and discussing concerns respectfully.
We also need to set clear expectations. Disagreements are acceptable. Disrespectful behavior, gossip, and refusing to cooperate are not.
The next time conflict arises in your practice, instead of immediately viewing it as something negative, ask yourself:
What can we learn from this situation, and how can we use it to make our team stronger?
I think we would all benefit from looking at conflict a little differently.
After all, when handled correctly, a disagreement today just might lead to a better workplace tomorrow!
How do you view conflict in your practice? Do you see it as a problem, or as an opportunity to learn and grow?
