Conflict Resolution

Cristy Dorn OM II
 What happens with a great experience?
Patient? Team Member?

Trust Confidence
Google Reviews Learning
Brand Reputation Brand Reputation
Healthier, Happier Patients Team Retention
 What happens when it goes wrong?
Patient? Team Member?

Loss of Trust Loss of confidence

Bad Google Reviews Loss of trust with
Tarnished Brand Reputation management
Upset Patients Tarnished Brand Reputation
High turnover
Why Conflict Resolution?

• “When conflict is resolved in a healthy way, it will increase understanding,

build trust and strengthen relationships.”
- Dr Jeanne Segal, Lawrence Robinson and Melinda Smith, M.A.

How can we be successful at conflict

resolution?
• So many ways! Let’s talk about one specific method
H.E.A.R Method
• Step 1: Hear the other person
• Spend most of your time listening
• Attitude, eye contact and body language need to communicate COMPLETE attention on the other person
• Pay attention to non-verbal communication and their words
• Listen without interruption.
• Suspend emotion vs. suppress emotion

• Step 2: Explain your understanding of what the other person said

• Summarize what you heard, using your own words
• Do not “parrot” back word-for-word
• Try not to introduce new information
H.E.A.R Method
• Step 3: Ask for More Information
• Using your understanding, ask any additional questions which help you understand the other
person.
• Your goal is to uncover the EVENT and the REACTION that is at the root of what is going on

• Step 4: Respond
• Be specific about what you can do and what you can not do
• Be specific with dates, times and other details
• Check in with other person a final time to make certain there is agreement with what the plan
• Confirm any commitments you AND the other person has made
Time to Practice!!!!
• Break into groups of 3
• With each scenario assign roles:
• “Other person”
• OM
• Observer
• Practice
• “Other person” and OM: Is the conflict resolved? How do you feel
about it?
• Observer: What stood out to you? What could have been done
differently?
Who can help with conflict resolution?

EVERYONE!!!!!!!