How can you use virtual communication to resolve conflicts in healthcare management?
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Virtual communication has become a vital tool for healthcare management, especially during the pandemic. However, it also poses some challenges for resolving conflicts among team members, patients, and stakeholders. How can you use virtual communication to effectively address and prevent conflicts in healthcare management? Here are some tips and best practices to help you.
One of the main sources of conflict in virtual communication is the lack of clarity and alignment on the expectations and goals of the team. To avoid misunderstandings and frustrations, you need to communicate clearly and frequently about the roles, responsibilities, deadlines, and outcomes of each task. You can use various tools, such as project management software, online calendars, and shared documents, to keep everyone on the same page and track the progress of the work. You should also set clear and realistic goals that are measurable and achievable, and provide regular feedback and recognition to motivate and support your team.
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Aysha Kuhlor MSN, RN, BA,PAC-NE
Chief Nursing Officer/VP Clinical Operations
It’s important to clarify goals and expectations when it comes to virtual communication. Active listening during virtual meetings can be challenging for staff as they are always multitasking and not paying full attention, acknowledging, and responding appropriately in virtual discussions.
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Elana Postawa
Mentor | Professional Trainer | Laboratory Leadership
To further clarify expectations and goals I recommend taking extra steps beyond the virtual meeting to help solidify the topics that were discussed. 1. Place notes in the comments section, in teams, etc. This way it's easily discoverable what was discussed. 2. Send an e-mail post meeting, "Thanks for meeting today, here's a summary of what we discussed..." The specific content of the email should be catered to the person depending on which areas they need to improve, what the conflict is, etc. ALWAYS discuss over video or phone (F2F preferrable). Just sending an e-mail and hoping to solve a conflict - it's not going to happen!
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Another challenge of virtual communication is choosing the right mode of communication for different situations and purposes. You need to consider the urgency, complexity, sensitivity, and tone of the message, as well as the preferences and availability of the recipients. For example, you can use email or text for simple and routine updates, phone calls or video calls for urgent and complex issues, and online meetings or webinars for collaborative and interactive discussions. You should also be mindful of the etiquette and norms of each mode of communication, such as using clear and concise language, respecting the time zones and schedules of others, and avoiding distractions and interruptions.
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Aysha Kuhlor MSN, RN, BA,PAC-NE
Chief Nursing Officer/VP Clinical Operations
Structured meetings always wins when it comes to virtual communication. Setting agendas, allowing everyone to speak, and summarizing key points to ensure understanding. Additionally, prior to the meeting, you can set the tone as well as expectations. Most virtual programs provide the flexibility to remove participants who are inappropriate from the virtual room.
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One of the most important skills for resolving conflicts in virtual communication is listening actively and empathetically. You need to pay attention to not only the words, but also the tone, emotions, and body language of the speaker. You need to show interest and curiosity, ask open-ended questions, paraphrase and summarize what you hear, and acknowledge and validate the feelings and perspectives of others. You also need to be aware of your own biases and assumptions, and avoid jumping to conclusions or judgments. By listening actively and empathetically, you can build trust and rapport, understand the root causes and needs of the conflict, and find common ground and solutions.
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Aysha Kuhlor MSN, RN, BA,PAC-NE
Chief Nursing Officer/VP Clinical Operations
Clear and concise messaging during a virtual program is important. Paying full attention, acknowledging, and responding appropriately in virtual discussions can be challenging. Remember showing interest in the topic been discussed energizes speaker as they rely on the body language of participants to determine interest in the program.
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Another key skill for resolving conflicts in virtual communication is managing your own emotions and stress. You need to recognize and regulate your emotional reactions, such as anger, frustration, anxiety, or fear, and avoid expressing them inappropriately or impulsively. You need to practice self-care and coping strategies, such as breathing exercises, meditation, physical activity, or hobbies, to reduce your stress levels and improve your mood. You also need to be respectful and compassionate to others who may be experiencing emotional or stress-related difficulties, and offer support and assistance if needed.
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Aysha Kuhlor MSN, RN, BA,PAC-NE
Chief Nursing Officer/VP Clinical Operations
Very often, people in virtual environments forget their cameras are on. I have witnessed behaviors that are unprofessional leading to frustration on the part of participants and attendees. Virtual etiquette is certainly key for all who participate in these types of communications.
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One of the best ways to prevent and resolve conflicts in virtual communication is to seek feedback and improvement. You need to be open and receptive to constructive criticism, suggestions, and compliments from others, and use them to improve your communication skills and performance. You should also give feedback to others in a respectful and positive manner, focusing on the strengths, areas of improvement, and specific examples of the behavior or outcome. You should also encourage a culture of learning and growth, where you and your team can share best practices, lessons learned, and challenges faced in virtual communication.
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Aysha Kuhlor MSN, RN, BA,PAC-NE
Chief Nursing Officer/VP Clinical Operations
Preventing and resolving conflicts in virtual communication involves several approaches. Set expectations, use a collaborative approach, assure regular team check in and resolve conflicts as soon as they happen. Listen to understand and utilize mediation if the conflict is significant. Been open during the mediation process by allowing common grounds assures success.
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