No way around it. If you’re part of the workforce, occasional disagreements and problems between co-workers are inevitable. And although differences of opinion will always be a part of human interactions, we know that the more effectively we can communicate our thoughts to each other, the less conflict we experience. And the less conflict we experience in the work environment, the more productive we will be.
During my research into conflict resolution and practice management, I came upon numerous and useful resources that I’d like to share with you. I could list all the great ideas that I found useful, but I find that the two I list below are the best. Not only are these initiatives innovative, they are practical and easy to implement.
Anticipate problems and prepare. Reduce the likelihood of disagreements by instating a Principles of Mutual Respect Policy (PMRP). In a non-threatening manner, this document can provide clear expectations, define desired behavior, and more importantly, acknowledges that every team member is important and the practice is dedicated to open communication and treating everyone with respect. Brenda Tassava, CVPM, has an excellent example that she implements as director of operations for the Broad Ripple Animal Clinic and Wellness Center in Indianapolis, Ind.
Distribute and discuss the PMRP at your next internal meeting and, on an on-going basis, make sure all new team members receive a copy.
Get out and eat some lunch. My second favorite idea comes from Florence Sanford, CVPM, practice manager at Nassau Veterinary Clinic in Nassau, N.Y., and she describes it as “When our team’s resolution skills aren’t enough to manage conflicts, I’ve sent feuding team members out to lunch together with $25 to talk out their issues. Neither person is welcome back unless there’s a truce. This has happened four times in 15 years and each conflict resolved. Some feuding team members even became good friends.”
I’m convinced this idea of removing quarreling co-workers works because I have done the same thing with my husband on those rare occasions when we continue to revisit the same disagreements with no resolution in sight. I take him out to dinner and discuss the issue. I know I am much better at communicating when I am “in public” and he is much more receptive to hearing my concerns. There’s something about sitting in a neutral place and sharing a meal that can allay bad feelings and open our minds to understanding others.
Each of us has unique life experiences, personalities and perspectives that shape the way we interact with our world and, consequently, impacts the way in which we communicate. Keeping these differences in mind, it’s easy to see how problems and animosity among colleagues can occur. Communicating expectations up front and listening to each other over a roast beef sandwich, might be what your team needs to work through bad feelings and improve team member relations.
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