The Problem
Most of us do a lot of talking during the day as we pass medications, perform treatments, document, attend meetings and care for our seniors. But, how many of us are effective communicators who can sense conflict in the air and effectively defuse it or manage it? Conflict is a natural, normal part of any workplace, especially skilled nursing and assisted living communities. It’s going to happen. Get used to it. Don’t run away from it. Learn how to recognize and effectively resolve conflict in your senior care community.
What is Conflict?
We can break conflict down in many ways to get a better understanding of what it really is. In a very simple sense, conflict is a “situation” in which two or more people cannot agree on the actions that a person has taken or will take. Conflict is also a “perception”, meaning that people believe there is an incompatibility of interests. Conflict also involves some level of interaction between two or more people as well as an acknowledgement of “interdependence” upon one another. So, you see, conflict is quite complex. But, there’s more!
(NOTE: Interested in CEUs for Nursing Home Administrators? Checkout my Nursing Home Administrator CEUs on CEU Academy and try a FREE CEU today!)
Conflict is not inherently negative or destructive. Like all life experiences, conflict is what we choose to make of it, making conflict a “choice”. Conflict is a natural part of life, work and relationships. It simply comes with the territory, so to speak. Interestingly, conflict has at least three dimensions: duration, level of severity, and density. Duration simply means how long conflict takes place or is expected to last. Conflict’s level of severity can range from very mild to deadly. Density refers to how many people are involved in the conflict. The more people who become involved, the messier and more complicated conflict becomes.
Causes of Conflict in the Care Community
Why does so much conflict take place at work, especially in senior care communities? The fact of the matter is, senior care as well as any health care setting (i.e. hospitals) are fertile grounds for conflict. Here’s why.
There sometimes are unclear roles and duties among the staff. Employees may not be clear concerning what they can and cannot do and what they should and should not do. Another all too common reason for conflict is a lack of communication between employees, departments and administration and everyone else.
Earlier, I mentioned “perceptions” that create conflict. One source of conflict in the care community is the perception that some employees work harder than others. While certain employees do put in more effort than other employees, it is the perception that causes conflict. Add to this the fact that every employee has his or her own set of standards and personal values that may clash with other employees’. Now you have lots of conflict!
Senior care is particularly perfect for conflict due to the many ethical problems, dilemmas and issues that arise on a daily basis. Everyone may have their specific answer to these ethical problems, and may or may not agree on the best way of handling them. Some employees may not care at all about ethics and simply want to get their job done and get through the day. Still others may be vigilant about ethical treatment of residents.
One basic and common reason for interpersonal conflict is the broken promise. I was once told by someone very wise, “Never promise anything that you know you cannot deliver!” If administration promises raises and they fall through… look out.
One last area that I’d like to touch on as a source for conflict is the abundance of regulations in senior care today. Many experts believe that senior care is far over-regulated and it is a fact that skilled nursing communities are the second most regulated facilities in the United States, right after nuclear power plants! Healthcare professionals are in perpetual conflict about this over-abundance of regulations, some being more frustrating than others.
Last Thoughts on Conflict in the Care Community
Conflict is real, natural, common and unavoidable… for long (even though some people have become experts at it). There is no need to run away from conflict, as it will pop up within the senior care community in many forms, levels and degrees. Conflict may be perceived as such, or simply a reaction during a situation between two or more people. Conflict may also be a choice as we make it what we choose. It doesn’t have to be nasty. Conflict can actually make you a better person and a smarter professional.
(NOTE: Interested in CEUs for Nursing Home Administrators? Checkout my Nursing Home Administrator CEUs on CEU Academy and try a FREE CEU today!)
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