What can you learn from turning conflict into a positive experience?
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As a patient advocate, you may encounter conflict with various stakeholders, such as healthcare providers, insurance companies, or family members. While conflict can be stressful and unpleasant, it can also be an opportunity to learn and grow as a professional and as a person. In this article, you will discover what you can learn from turning conflict into a positive experience and how to apply some practical strategies to do so.
The first step to turn conflict into a positive experience is to identify the source of conflict. Conflict can arise from different factors, such as miscommunication, misunderstanding, different values, or competing interests. By identifying the source of conflict, you can clarify the issue, avoid assumptions, and empathize with the other party. You can also learn to recognize your own triggers, emotions, and biases that may influence your perception and reaction to the conflict.
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Kat Newport, ACC
Leadership & Conflict Coach | Development & Team Facilitator | Turning disputes into growth opportunities
Identifying the source of conflict is vital in any situation. Many conflicts are prolonged because focus in placed on the wrong topic (like getting emotional relief in the situation). This process is, firstly, internal. Identifying why you are engaging in this conflict must occur before you approach the other person. Secondly, you must remain open minded and deeply listen to the other person to find out why they are in conflict. Assumptions prolong conflict. Unmanaged emotions prolong conflict.
The second step to turn conflict into a positive experience is to listen actively and respectfully to the other party. Listening is not just hearing, but also understanding, acknowledging, and validating the other party's perspective, feelings, and needs. By listening actively and respectfully, you can show that you care, build rapport, and reduce defensiveness. You can also learn to appreciate diversity, gain insight, and discover common ground.
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Calli Adamson Bakken, SHRM-SCP
Director of Outreach and Engagement @ Wanido | SHRM-SCP
Many people just want the next person to have a better experience than they did. Taking their concerns seriously and being respectful of their experience, and perception of experience, is crucial.
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Kat Newport, ACC
Leadership & Conflict Coach | Development & Team Facilitator | Turning disputes into growth opportunities
When in conflict, it is difficult to listen effectively. Beware of building a rebuttal to the other person's comments before they have finished speaking. Avoid redirecting the conversation back onto your motivations and emotions (conflict is relationship based, communal). Judgement of the other person's experience or perspective will prolong, and possibly escalate, the conflict. These are just some of the communication killers that can creep into conflict conversations.
The third step to turn conflict into a positive experience is to communicate assertively and constructively with the other party. Communicating assertively means expressing your own perspective, feelings, and needs in a clear, confident, and respectful way. Communicating constructively means focusing on the issue, not the person, using positive and supportive language, and avoiding blame and criticism. By communicating assertively and constructively, you can convey your message effectively, respect yourself and others, and foster collaboration. You can also learn to articulate your goals, negotiate your interests, and offer solutions.
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Kat Newport, ACC
Leadership & Conflict Coach | Development & Team Facilitator | Turning disputes into growth opportunities
Empathetic assertion has three components to effectively communicating in a conflict: (1) Positively state the issue you are experiencing, (2) Identify how you would like the outcome to look like, (3) Open yourself to negotiation and communication. Make sure you are realistic in your outcome, personal when stating your issue and genuinely focus on the relationship when negotiating a way forward. Make sure you know what your drop-dead boundaries are before you go into a conflict and be prepared to negotiate the rest. Focus on the relationship and a positive outcome.
The fourth step to turn conflict into a positive experience is to seek feedback and learn from mistakes. Feedback is essential for improving your skills, performance, and relationships. Seeking feedback means asking for honest and constructive opinions from the other party, your colleagues, or your supervisors about how you handled the conflict and what you can do better. Learning from mistakes means acknowledging your errors, apologizing if necessary, and taking action to correct them. By seeking feedback and learning from mistakes, you can enhance your competence, credibility, and confidence. You can also learn to embrace challenges, adapt to changes, and grow from failures.
The fifth step to turn conflict into a positive experience is to celebrate successes and appreciate others. Celebrating successes means recognizing and rewarding your achievements, as well as the achievements of others, in resolving the conflict and reaching a positive outcome. Appreciating others means expressing gratitude, respect, and recognition to the other party, your colleagues, or your supervisors for their contribution, support, or feedback. By celebrating successes and appreciating others, you can boost your morale, motivation, and satisfaction. You can also learn to foster a positive culture, build trust, and strengthen relationships.
The sixth and final step to turn conflict into a positive experience is to reflect and apply your learning. Reflecting means reviewing and evaluating your experience, actions, and outcomes in the conflict situation. Applying your learning means transferring and integrating your knowledge, skills, and attitudes to other situations or contexts. By reflecting and applying your learning, you can consolidate your learning, identify your strengths and areas for improvement, and plan your next steps. You can also learn to develop a growth mindset, a lifelong learning attitude, and a professional development plan.