Module 3 – Unit 8: Listening Task 
Mini-Lecture on Strategies for Managing Conflict
Think About It Why do you think conflict management books and workshops are so popular now? What conflicts with co-workers have you encountered in your experience? How did you handle the conflicts? How can health professionals avoid confrontation?
Avoiding Confrontation Many people avoid confrontation in the workplace, especially, it seems, health care professionals—even when a co-worker is demonstrating behavior that could put a patient’s health at risk. In a recent study, “Silence Kills: The Seven Crucial Conversations for Healthcare,” researchers found that when it comes to confronting poor work behavior of colleagues, the majority of health care providers are apt to stay silent. Findings showed that more than half of all health care workers had witnessed colleagues demonstrating behaviors such as breaking rules, making mistakes, poor teamwork, and incompetence. Yet, fewer than 10 percent of respondents discussed the behaviors with the perpetrators, even though many were aware of the harm the patient could suffer as a result. |
Source: NurseZone.com. www.nursezone.com/job/MedicalNewsAlerts.asp?articleID=13524. Retrieved 6/22/05.
Listen to a mini-lecture on conflict management based on an article by Donna Cardillo, RN, MA and take notes in the outline below.
First Listening
Listen for the main ideas and fill in the seven strategies the speaker discusses in the outline below. (Remember to write words and phrases rather than complete sentences as you take notes.)
Second Listening
Listen to the mini-lecture again, and fill in as many details about each strategy as you can.
Seven Strategies for Managing Conflict |
I. _________________________________________________________ II. _________________________________________________________ III. ________________________________________________________ IV. ________________________________________________________ V. ________________________________________________________ VI. ________________________________________________________ VII. ________________________________________________________ |
Summarize the main points of the lecture referring to your notes and using your own words. Consider the following questions.
- Do you agree with these strategies for managing conflict? Why or why not?
- Can you think of any additional strategies for managing conflict?