Conflict happens sometimes in clinical settings due to a lack of trust between clients and clinicians, miscommunication with coworkers, unrealistic expectations, or other factors. According to Baylor University Medical Center Proceedings, “Conflicts may exist between physicians, between physicians and staff, and between the staff or the health care team and the patient or patient’s family.” In addition, “Conflicts have an adverse effect on productivity, morale, and patient care.” Conflict resolution is an invaluable skill taught to all staff members at Driftwood Recovery. Finding ways to communicate effectively and resolve tension creates a more supportive and welcoming treatment environment.
Why Is Conflict Resolution an Important Skill for Healthcare Professionals?
Healthcare professionals must navigate many unexpected and sometimes unfriendly situations with coworkers and clients. Conflict is an inevitable part of communicating with other people. How healthcare professionals respond to conflict will determine the outcome of client treatment and workplace morale.
Resolving conflicts in clinical settings using empathy, compassion, and professionalism does the following:
- Enhances client trust
- Encourages team collaboration
- Improves client outcomes
- Creates a culture of mutual respect
- Encourages constructive communication
- Prevents future conflicts
- Boosts staff retention
- Ensures client-centered care
Professionals have codes of conduct and other rules they must follow during client interactions. Avoiding conflict is the goal. However, conflict cannot always be avoided. Healthcare workers must know how to safely discuss difficult conversations with clients without damaging the client-clinician relationship. Coworkers must also learn to effectively navigate tense situations to ensure clients receive the best care.
Safely and Confidently De-Escalate Situations
Medical issues often cause emotional distress for clients and their loved ones. In those circumstances, it takes very little to push someone into feeling angry, fearful, embarrassed, or other negative emotions that cause conflict. Healthcare workers must know how to navigate these situations.
Being able to confidently de-escalate tension with clients or coworkers protects healthcare professionals by creating a safe space for everyone involved. Responding to conflict with confidence and compassion de-escalates the situation and builds trust. According to the Journal of Graduate Medical Education, “Effectively managing conflicts using the least traumatic intervention benefits the patient, the physician, and the health care team.” Driftwood Recovery teaches staff to recognize the potential signs of conflict to de-escalate before it reaches a point where clients or their families become physically or verbally abusive.
How to Safely Resolve Conflict in a Clinical Setting
Some of the ways healthcare professionals safely resolve conflict in a clinical setting include:
- Focusing on understanding all perspectives before responding
- Maintaining focus to avoid escalating emotions
- Using “I” statements to prevent blaming language
- Establishing professional expectations to avoid miscommunication
- Offering solutions instead of criticisms
- Adhering to established conflict resolution guidelines and codes of conduct
- Prioritizing patient well-being and comfort
Conflict can happen anytime between anyone, making it essential for healthcare professionals to know how to get support and help if necessary. Driftwood Recovery has policies and procedures in place to keep clients and staff safe.
Conflict Resolution as a Tool for Client Engagement
Client engagement is essential for program adherence and positive treatment outcomes. Studies have shown that “[a]n important aspect of treatment engagement is making certain that all program staff members greet new clients in a respectful, friendly, and supportive manner that reflects sensitivity to their situations.” If miscommunication or other issues affect how clients feel about their care team or the treatment process, de-escalation techniques may reduce tension and resolve conflict.
Client engagement in treatment does the following:
- Builds trust between clients and staff
- Improves treatment retention
- Increases motivation to actively participate in treatment
- Encourages honest communication
- Facilitates skill development
Healthcare professionals facilitate client engagement in rehabilitation by providing a welcoming environment and consistent support.
How Does Driftwood Recovery Utilize Conflict Resolution?
Every staff member receives training on conflict resolution. The treatment center has policies and procedures to keep professionals and clients safe during the treatment process. Resolving conflicts in a healthy and appropriate way reduces client stress and defensiveness while promoting trust and safety.
Staff members at Driftwood Recovery utilize the following conflict resolution techniques:
- Active listening
- Empathy and validation
- Reflective listening
- Collaborative problem-solving
- Maintaining a nonconfrontational approach
- Facilitating mediation
- Modeling emotional regulation skills
Staff also provide psychoeducation to help clients understand the connections between triggers and behaviors.
Helping Clients Overcome Issues With Trust
Many individuals with SUD may struggle to overcome issues with trust due to past negative experiences with authority figures or previous treatment programs. Healthcare professionals build trust by taking the time to genuinely get to know clients and their families. Conflict can often be avoided if staff take the time to learn their clients’ individual needs, history, and preferences before treatment begins.
Individuals seeking treatment for chronic substance abuse or mental health disorders benefit from developing additional communication and social skills during rehabilitation. Healthcare professionals model these skills through everyday interactions and treatment services, making it easier for clients to regulate their responses and avoid conflict or tension.
Healthcare workers face many challenging situations where they must act with professionalism and compassion. Many people experiencing medical conditions struggle to communicate their needs and concerns, leading to potential conflict and tension between clinicians and clients. Individuals in healthcare must learn to communicate effectively and de-escalate tense situations. Driftwood Recovery ensures staff know how to avoid conflict and manage communication with clients and their families. Rehabilitation programs also teach clients essential coping skills, including effective communication. Staff collaborate closely with clients to create a deeper connection and an open line of communication. To learn more about our programs and how we facilitate client healing and personal growth, call us today at (512) 759-8330.