|Articles|August 6, 2004

How to handle conflict

No, everyone can't always get along, but there are ways to contain disputes and settle differences amicably.

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No, everyone can't always get along, but there are ways to contain disputes and settle differences amicably.

Conflict is natural in an organization, unless you're running the medical group version of The Stepford Wives," says Richard D. Hansen, vice president of the Medical Group Management Association Health Care Consulting Group.

Natural or not, conflict has a way of bringing out people's avoidance instincts. Thomas Benzoni frankly admits that his five-physician emergency medicine group in Sioux City, IA, ignores conflicts until they go away. He doesn't recommend this approach to others, but says that his group is successful nonetheless. That's probably because conflict doesn't always have negative consequences. Sometimes it works as a tension-reducer, Hansen says. And by acting as a catalyst to stimulate change, it can keep an organization from growing stale.

 Power Points
 
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It's best to take action before a clash spreads beyond the source and affects the larger group.
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Meeting often to discuss matters of common concern sets up a pattern of sharing information and ideas that will help when conflict erupts.
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Set up a resolution process before conflicts occur.
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To keep misunderstandings from developing into full-scale battles, tell employees when they're doing something that's getting under your skin—and urge them to do the same with you.
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It's important to pick your battles.
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