• Please see the below situation and guide to a simulated, one-on-one conversation with your peer, you will analyze your experience and then write up your analysis of effective communication skills and approaches that can be applied in any professional conversationbut specifically when you need to address conflict of any kind. As part of your reflection, you will consider the ways in which you can not only improve your communication skills going forward but also use these skills to be a more effective change agent. Be sure to address the following:
  • Did you reach an agreement that takes into account the needs, concerns, and perspectives of all stakeholders? Why or why not?
  • What impact (positive and negative, if possible) did your preparation have on the outcome? Provide a rationale to support your analysis.
  • What best practices/strategies (from the Learning Resources) did you incorporate into your conversation? For each best practice/strategy, be sure to include a minimum of one scholarly source for support.
  • Which of the best practices/strategies do you believe you incorporated successfully, and which do you feel you could have done a better job at incorporating into this conversation? Be specific in your answer.
  • Based on this experienceand considering what went well and what you want to improvewhat are three specific things you will do in difficult conversation scenarios in the future?
  • Finally, in what ways do you predict your enhanced communication skills could enable you to be a more effective change agent? Provide specific details to support your answer.
• Following up:
  • For the final part of your Assignment, apply your understanding of best practices related to effective communication, as well as the importance of perception in communication, to draft a email to your supervisor that documents what, if any, resolution you and Curtis reached and sets the tone for your work going forward. Be sure to utilize an appropriate professional, collegial tone; express gratitude for the opportunity to have the conversation; detail the specific commitments each of you has made (or agreed to); and state your appreciation for the specific ways in which your colleague brings value to the working relationship.

The Situation

You are a healthcare administrator whose team is experiencing conflicts that are rooted in communication issues between two colleagues: Maria and Curtis. You are Curtis's direct supervisor. The issue has escalated to the point that your entire department has effectively "picked sides" with either Maria (the charge nurse) or Curtis (a nurse).

Maria could not identify when the conflict began but did recognize that an on-going deterioration of the relationship had resulted and that a series of small events contributed to the problems. The individuals were no longer speaking directly to each other unless absolutely necessary. The other team members noticed that communication was significantly impacted and even information regarding routine office operations was shared with limitations. Maria reported that the two individuals had very different work styles and approaches to work. She reported feeling that Curtis was a strong personality that others avoided for fear of disapproval or reprisals. She felt as though she were excluded from the group of seasoned employees because she was new to the unit, essentially an outsider. She felt that a power imbalance existed and that the Curtis held a great deal of influence over others, regardless of the fact that she was in a leadership position. Additionally, the Maria believed that Curtis did not complete his work and this perception contributed to the conflict. Maria indicated that she had finally come forward after significant contemplation and a final incident that could be perceived to be rather insignificant but was yet another example of what she believed was a long series of behavioral and code of conduct infractions.

When advised of the complaint, Curtis indicated that the allegations of bad behavior were unfounded and, that in fact, he was the recipient of bullying behavior. Curtis agreed that there was an ongoing relationship issue and was preparing to forward documentation that would support his allegations of harassment and bullying. He maintained that the Maria was known to be difficult and abrasive and that co-workers were fearful of her abusive verbal and non-verbal communication style and her position of leadership. Curtis disclosed that Maria, in her position of leadership, had the authority to initiate policy changes that impacted breaks and scheduled vacations. She stated that others did not come forward for fear of retaliation. Curtis also reported that the two had very different work styles, and communication abilities. Curtis felt Maria was rude, overly directive and abrupt with staff. Both parties began to accumulate significant sick time and attributed the absenteeism, at least in part, to work-related stress. Unfortunately, team members of the department knew about the difficulties and began openly discussing the peers involved. A number of staff members had chosen a "side" to support and further relationship damage was the result.

To begin, you have scheduled an in-person conversation with Curtis to discuss the interpersonal conflict between himself and Maria and to reach agreement on how all members of the team can work together going forward. You want to be sure to fully explore his concerns and priorities and make appropriate adjustments, if they are needed, while also clearly expressing your own concerns and priorities.

Simulation Challenges and Objectives

• Challenge/Objective 1: Frame the purpose of the conversation, describe the situation that necessitated the conversation, and set a tone of mutual respect and problem solving.

• Challenge/Objective 2: Ask for your colleague's concerns and priorities related to the situation.

• Challenge/Objective 3: Share personal observations, concerns, and priorities related to the situation.

• Challenge/Objective 4: Explore solutions and strategies to reach mutual agreement on how to work together going forward.

Important Note:In the simulation experience, you will not be notified when you have met or not met a challenge and its objective.However, the avatar will respond positively when you "hit" the challenge and will react in a more negative manner if you "miss" the challenge.Please consult the MMHA 6501 Simulation Preparation (PDF) document for more information about the avatars.

Part 1: Handling Difficult Conversations Checklist

Instructions:For each item on the checklist, write out a script, detailed notes, or key points that will help you respond during your live, online simulation experience. You will submit this as your Pre-Assessment and will then use this document to guide your one-on-one conversation simulation experience.

Frame the Conversation

_____ Welcome Curtis warmly and thank him for meeting with you today.

Good Morning Curtis. Thank you for taking the time to meet with me today. I appreciate your willingness to discuss this matter.

_____ State the purpose of the conversation briefly and succinctly by telling Curtis you want to address the interpersonal conflict between himself and Maria and to reach agreement on how all members of the team can work together going forward.

The purpose of our conversation today is to address the interpersonal conflict between yourself and Maria. It's important that we find a way for all members of the team to work together effectively going forward.

_____ Recommend a process for the conversation (i.e., Curtis will first share his concerns and thoughts that led breakdown in communication and then you will share your perspective; from there, the two of you can work together to find a way to repair the communication going forward)

I suggest we start by allowing you to hear your concerns and thoughts about the breakdown in communication. After that, I'll share my perspective. Then, we can work together to find a way to repair the communication going forward.

Understand Curtis's Concerns

_____ Invite Curtis to share his thoughts and concerns with the dynamic between Maria and himself.

Curtis, I'd like to hear your thoughts on the situation between yourself and Maria. Can you share with me what you've been experiencing?

_____ Empathize with Curtis's point of view by restating this perspective in a way that reflects both the content and his emotions, if any, without agreeing or disagreeing with his point of view.

It sounds like you've been dealing with a lot of challenges. I understand how frustrating and stressful it can be to navigate interpersonal conflicts in the workplace.

_____ Invite Curtis to continue to elaborate, asking if there is anything else it would be helpful for you to understand. Repeat empathetic paraphrasing and asking for more information until it is clear Curtis has fully shared his perspective.

Is there anything else you would like to share? I want to make sure I fully understand your perspective.

Share Your Concerns

_____ Thank Curtis for sharing his thoughts on this situation and state that you'd like to share some of your perspectives. Get his agreement to go ahead.

Thank you for opening up and sharing your thoughts, Curtis. I appreciate your honesty.

_____ Share your thoughts regarding both interpersonal conflict between him and Maria and the impact that it has had among thestaff members who had chosen a "side." Do so in a way that clearly labels your thoughts and feelings as distinct from the facts of what happened.

From my perspective, it seems like there's been a breakdown in communication between yourself and Maria, which has had a significant impact on the team dynamics.

_____ Manage your tone and body language, as well as your words, to avoid putting Curtis on the defensive.

I want to assure you that my intention is not to place blame but to address the issues and find a resolution together.

_____ Thank Curtis for listening to your concerns and point of view.

Thank you for listening to my concerns, Curtis. It's important to have open and honest communication moving forward.

Explore Solutions and Strategies

_____ Suggest that you, Curtis, Maria, and her supervisor spend some time working together to find solutions to improve collaboration and communication going forward.

I propose that we, along with Maria and her supervisor, work together to brainstorm solutions that will improve collaboration and communication moving forward.

_____ Stress your common interests and some of the common interests that he and Maria likely sharefor example, you both want to provide the highest quality of care to patients.

We all share the common goal of providing the best possible care to our patients. By working together, we can ensure that we're supporting each other in working towards that goal.

_____ Ask for Curtis's ideas and combine these with your own to come to something you both agree is acceptable and will be effective.

Curtis, what ideas do you have for resolving this conflict? I'd like to hear your input so we can come to an agreement that works for everyone.

_____ End the conversation by summarizing the agreed-to plan, asking for additional comments or concerns, thanking Curtis, and expressing gratitude.

To summarize, we will collaborate on finding solutions, keeping our shared interests in mind. Before we conclude, do you have any additional comments or concerns? Thank you again for your time today.

Debrief:

1. Ask about standing policies, specifically the leave policy, if there is one.
2. Look at the leave history of different team members, including requests approved and denied.
3. Look at the flow of work with members and see if specific tasks can be assigned during shifts to ensure that the same work is being done equally by each team member.