It is a rare work environment where a difficult
situation between staff has not been experienced and hopefully
resolved. It is important for the practice to have ways of managing
disagreements and conflict in the workplace to help achieve a
positive work environment and successful business.
The objective of any dispute resolution process is to minimise
the damage or fallout to both the practice and staff. Every
practice should have a designated dispute resolution officer who
staff know they can talk to about concerns, without negative
consequences. Be sure to clarify with the staff member that they
do, in fact, want the matter addressed with the other person and
are not just letting off steam.
There are dispute resolution services, resources and policies
available from the Australian Medical Association in each state.
Obviously every situation is different and should be considered as
early as possible in the process as to how serious it is and
whether or not outside assistance is required.
Common situations leading to conflict
- Fundamental problems or confusion about the staff member's
contract terms and conditions
- Disputes over the doctor running behind time
- Disputes over the expectation on the doctor to work the
after-hours shifts and to do the 'on call' roster on a perceived
unequal basis
- Disagreement regarding home visits/nursing home fee
payments
- Unrealistic expectations about the administrative and clinical
staff
- Untimely response to patient's messages
- Untimely review of test results
- Doctor's dissatisfaction with the level of mentoring
- Limited formal educational opportunities that may often not
include adequate tutorials, case presentations, provision of
journals, x-ray and pathology meetings
- Issues concerning clinical supervision
- Inadequate arrangements for review and assessment
- Unreliable scheduling of regular meetings, therefore making the
opportunity for feedback on performance limited
- Modifications to the education plan when the doctor requires
more clinical education
- Disputes over allocation of annual leave and sick leave
Ways to avoid conflict
- Clarify individual roles and responsibilities on
appointment
- Undertake annual appraisal of all staff
- Do not ignore problems when they first occur
- Maintain communication with staff through regular meetings
Ways of dealing with conflict
Conflict is a process, not a product. As conflict is the process
of expressing dissatisfaction, disagreement or unmet expectations,
consider the following conflict management options to facilitate
resolution of these problems. Here are some commonly used
concepts:
- Avoidance is a temporary strategy that rarely works because it
does not make the conflict go away and it may make it worse.
- Accommodation eventuates in giving in without any resolution to
the problem.
- Domination usually involves a power struggle and domination
over another party. However, it has the benefit of resolving
conflict quickly and is effective when the parties accept the power
relationship.
- Negotiation is a compromising strategy that involves moderate
levels of cooperation and assertiveness. Both parties state their
positions and try to reach a compromise. The aim is to minimise
losses and maximise gains.
- Collaboration requires open communication and identification of
the goals and objectives of each of the parties. It requires
assertiveness, creative problem solving and confrontation. This
strategy will often result in long-term results as the
organisation's goals and objectives are reached whilst creating a
balance of accommodating the individual's goals and
objectives.
Improving your practice
- Have a policy in place that sets out the process for staff
members to raise workplace issues of concern. Ensure that the
practice follows its policy when issues are raised.
- Attempt to resolve workplace issues at the workplace in the
first place. This will (hopefully) avoid staff going to external
regulators such as Fair Work Australia or an anti-discrimination
commission.
- Deal with issues quickly when they arise.
Outside assistance
If the conflict is unable to be resolved even after resorting to
the dispute resolution guidelines, which include a process for
resorting to outside help, then you may consider seeking help from
Avant or other outside agencies including Fair Work Australia.
Avant offers a telephone advice service for its members. Members
may also be entitled to legal advice and assistance for a variety
of employment related disputes.
Remember:
- Don't let conflict situations fester: Do something about the
situation.
- Don't react without thinking the situation through.
- Maintain respect throughout. Do not personalise the
dispute.
- Be aware of the sorts of issues that can turn into
conflict.
- Aim to negotiate a 'win-win' solution.