VETTECH U 2024 / HOUSTON, TX
CONFLICT MANAGEMENT: CREATING HEALTHIER WORK ENVIRONMENTS ADDIE R. REINHARD, DVM, MS, FOUNDER & CEO, MENTORVET, LEXINGTON, KY ABSTRACT Conflict is frequently encountered in the veterinary profession. Conflict among the work team can create toxic work environments especially if issues are ignored or avoided. It can be difficult to know what to do or say when a conflict occurs, but learning techniques to manage these situations will create healthier work environments. In this workshop, you will learn about the most common conflict management styles and how to leverage them in various situations. You will have the opportunity to practice conflict management strategies in this interactive workshop so you will feel prepared to implement these strategies within your organization or workplace. LEARNING OBJECTIVES 1. Describe the benefits and pitfalls of the five conflict management styles 2. Compare perpetual and solvable problems 3. Implement conflict management strategies to successfully navigate conflict in veterinary settings WHAT IS CONFLICT? • Coworker or interpersonal issues are one of the most common practice-related stressors. 1 • Medical professionals who are bullied have increased stress, depression, and increased desire to leave medicine. 2 • Conflict occurs because of poor planning, lack of communication or miscommunication, tasks and roles not clearly defined, scarce resources, competition, interdependence, values conflicts, interpersonal conflict, and personality differences. 3 • Conflict is not necessarily wrong or bad. » Conflict can improve quality of decisions, increase innovation and productivity, stimulate discussion, build group cohesion and cooperation, improve conflict management skills, and lead to individual development. 3,5
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SUNDAY AM • SEPTEMBER 22 8:00 – 9:00 AM
• Bullying and rudeness »
Bullying impacts individual performance, creativity, flexibility, and results in decreased well-being. » Decreased team performance in diagnosis, treatment, team information, and workload sharing. 4 » Bullying often occurs because individuals are overworked, lack support, feel that patient safety is compromised, hierarchy, and toxic culture. 2 WHAT IS CONFLICT? • Avoiding - good for emotionally charged situations or trivial issues, but not helpful for most problems. • Competing - good for emergencies/safety concerns, but may hurt relationships or cause resentment. • Accommodating - makes others happy, useful for issues not important to you, helpful when you are wrong, vital at maintaining harmony, but others are unaware of your concerns and your needs are not met, which may lead to burnout. • Compromising - finding a middle ground, but no one is completely satisfied. • Collaborating - understanding both sides, is a mutual win, but can take a lot of time.
CONFLICT MANAGEMENT TECHNIQUES EMOTIONAL INTELLIGENCE 6
Emotional intelligence is the ability to recognize and regulate emotions in ourselves and others and includes self-awareness, emotional management, self-motivation, empathy, and building relationships. Remember to use the four relational values of PATIENCE, HUMILITY, CURIOSITY, AND RESPECT during times of conflict and practice mindful listening.
SEPTEMBER 20-22, 2024 | PROCEEDINGS | VETGIRLONTHERUN.COM
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VETTECH U
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