Conflict management: Difficult conversations with difficult people

Amy R. Overton, Ann C Lowry

Research output: Contribution to journalArticlepeer-review

12 Scopus citations

Abstract

Conflict occurs frequently in any workplace; health care is not an exception. The negative consequences include dysfunctional team work, decreased patient satisfaction, and increased employee turnover. Research demonstrates that training in conflict resolution skills can result in improved teamwork, productivity, and patient and employee satisfaction. Strategies to address a disruptive physician, a particularly difficult conflict situation in healthcare, are addressed.

Original languageEnglish (US)
Pages (from-to)259-264
Number of pages6
JournalClinics in Colon and Rectal Surgery
Volume26
Issue number4
DOIs
StatePublished - Dec 2 2013

Keywords

  • conflict management
  • resolution skills

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