Challenge Tips

Day 7 - Address Conflict With Empathy

Conflict happens in health care for many reasons including stress, diverse teams, and high-pressure situations that require quick, effective problem-solving. Interactions among patients, families, nurses, physicians, and administrators can result in emotionally charged situations.

Recognizing that conflict is normal can help you address issues proactively rather than avoiding them. Learning to handle conflicts with empathy turns them into opportunities for learning, team growth, and stronger relationships rather than sources of stress or fear.

Your Action for Today

Use empathetic conflict resolution tactics when a situation becomes charged. Here are some steps you can take to de-escalate things:

• Acknowledge the other person’s emotions: Recognize feelings without dismissing or minimizing them. Start by saying, “I understand why you feel frustrated.”
• Address issues early: Tackle a conflict head-on, as soon as it arises, to prevent a larger problem and avoid resentment among team members.
• Focus on resolution instead of blame: Offer to work toward a solution rather than dwelling on who is at fault.
• Listen without judgment: Allow the speaker to express themselves without interrupting or making assumptions.
• Use nonjudgmental language: Avoid accusatory statements. Instead, use “I” statements like, “I felt concerned when…”

No one enjoys conflict, but everyone can learn how to handle it in a calm and collaborative manner. A well-managed conflict can lead to positive change, improved patient care, and stronger relationships among colleagues. Developing conflict resolution skills fosters better communication, teamwork, and psychological safety in the workplace.

Join us on day 8: A sneak peek - Give (and receive) constructive feedback that promotes growth.

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