Clin Colon Rectal Surg. 2013 Dec;26(4):259-264.

Conflict Management: Difficult Conversations with Difficult People.

Overton AR1, Lowry AC2.

Author information

• 1Division of Health Policy and Management, Department of Health Administration, School of Public Health, University of Minnesota, Minneapolis, Minnesota.
• 2Division of Colon and Rectal Surgery, Department of Surgery, University of Minnesota, St Paul, Minnesota.

Abstract

Conflict occurs frequently in any workplace; health care is not an exception. The negative consequences include dysfunctional team work, decreased patient satisfaction, and increased employee turnover. Research demonstrates that training in conflict resolution skills can result in improved teamwork, productivity, and patient and employee satisfaction. Strategies to address a disruptive physician, a particularly difficult conflict situation in healthcare, are addressed.