The Situation You are a healthcare 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. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. _____ 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. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience.

____ 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). Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. Understand Curtis's Concerns _____ Invite Curtis to share his thoughts and concerns with the dynamic between Maria and himself. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. _____ 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. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. _____ 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. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. 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. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. _____ Share your thoughts regarding both interpersonal conflict between him and Maria and the impact that it has had among the staff 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.

Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. _____ Manage your tone and body language, as well as your words, to avoid putting Curtis on the defensive. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. _____ Thank Curtis for listening to your concerns and point of view. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. 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. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. _____ 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. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. _____ Ask for Curtis's ideas and combine these with your own to come to something you both agree is acceptable and will be effective. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience. _____ End the conversation by summarizing the agreed-to plan, asking for additional comments or concerns, thanking Curtis, and expressing gratitude. Replace this text with your script, detailed notes, or key points to remember for your live, online simulation experience.