conflict resolution process vs. performance cindy stewart pachc annual meeting october 7, 2015

CONFLICT RESOLUTIONPROCESS VS. PERFORMANCE

CINDY STEWARTPACHC ANNUAL MEETING

OCTOBER 7, 2015

CONFLICT

THE GOOD• FACILITATES DIVERGENT

THINKING• FOSTERS CREATIVITY• MAXIMIZES SOLUTION• IMPROVES

UNDERSTANDING• PROMOTES LEARNING• LEADS TO QUALITY

IMPROVEMENT

THE BAD & THE UGLY• DAMAGED RELATIONSHIPS• LOWER PRODUCTIVITY• ANGER• POOR CUSTOMER SERVICE• LOW STAFF MORALE

AN ACCOUNTABILITY CULTURE• PROCESS VS. PERFORMANCE– MEET YOUR CO-WORKER

• QUALITY IMPROVEMENT PROCESS• EMPOWERED PROBLEM SOLVING– NO EMPOWERMENT RESULTS IN BLAME

• ESCALATION PROCESS• MANAGEMENT INTERVENTION– POOR PERFORMANCE CANNOT BE IGNORED

CONVERSATION PLANNER• IDENTIFY THE PROCESS ISSUE– Timeliness, accuracy, patient impact

• DOCUMENT YOUR UNDERSTANDING OF THE PROCESS

• IDENTIFY SPECIFIC QUESTIONS THAT NEED CLARIFIED

• DOCUMENT OUTCOMES AND AGREEMENTS• ESCALATION– Quality Improvement– Management

ESCALATION TO SUPERVISOR• DIFFERENTIATE HARRASSMENT OR WHISTLE

BLOWER• MEET WITH BOTH PARTIES TOGETHER• DETERMINE PROCESS OR PERFORMANCE• ADDRESS PERFORMANCE ISSUE

“SUPERVISOR INERTIA WILL REDUCE STAFF MORALE AND CREATE A BARRIER TO ACCOUNTABILITY”

Accountability (-) Empowerment = BLAME

Empowerment (-) Accountability = LOW PERFORMANCE & POOR CUSTOMER SERVICE

Accountability (+) Empowerment =

HIGH PERFORMANCE & CUSTOMER LOYALTY

Essential Elements

Cindy StewartConsultant717-761-7380 ext. *4266cindy.stewart@fhccp.org