A Practical Approach to Conflict Management for Program Directors

Abstract

Program directors are commonly tasked with the respon-sibility and challenge of resolving conflicts in their residency programs. 1 Potential sources of conflict may be categorized into subtypes such as resident-patient, resident-resident, resident-faculty, and faculty-faculty. 2 Although sources of conflict are innumerable, certain recurring themes underline most: deficiencies in communication, lack of trust, and incorrect assumptions. 2 Establishing a framework for dealing with conflict in your residency or fellowship program can contribute to developing compe-tency in interpersonal and communication skills and in professionalism. Moreover, by learning to handle conflict, program directors, faculty, and residents improve in their capacity to promote the welfare of the workplace, enhance collegiality, and ensure an optimal environment for patient safety and care. 3 Because conflict resolution expertise is an important skill set for all involved in graduate medical education, residents and faculty may benefit from a structured approach to discovering conflict resolution strategies. The purpose of this ''Rip Out'' is to provide a practical approach to conflict management within resi-dency programs. What Is Known A Framework for Approaching Conflict As a practical framework for approaching conflict situa-tions, the Thomas-Kilmann Conflict Mode Instrument (TKI) presents 5 principal conflict management styles along 2 dimensions: cooperativeness and assertiveness (F I G U R E). 4 Cooperativeness is the extent to which an individual attempts to satisfy another's concerns, whereas assertiveness is the extent to which an individual attempts to satisfy his or her own concerns. The TKI conflict management strategies have also been tailored specifically for individuals working in medicine. 5 This framework can be used to chart one's behavior during a situation in which 2 individuals may have incompatible goals or contradictory opinions.