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