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'But doctor, someone has to do something': resolving interpersonal conflicts in the workplace
J Robinett1, A Cruser, A L Podawiltz
1Laramie Psychiatric Clinic, Wyo., USA.
Summary
Physicians can effectively manage workplace conflict using the LIFT (Listen, Inquire, Feedback, Test) approach. This method helps resolve interpersonal strife quickly to ensure patient care is not disrupted.
Area of Science:
- Medical Practice Management
- Healthcare Professional Development
- Organizational Psychology
Background:
- Interpersonal conflicts among healthcare staff can negatively impact patient care.
- Physicians frequently encounter and are expected to resolve workplace disputes.
- Effective conflict resolution strategies are crucial for maintaining a healthy work environment.
Purpose of the Study:
- To present a structured approach for physicians to manage interpersonal conflicts within healthcare teams.
- To introduce the LIFT (Listen, Inquire, Feedback, Test) mnemonic as a practical conflict resolution tool.
Main Methods:
- The study outlines the LIFT approach, a mnemonic-based strategy for conflict resolution.
- The LIFT method involves four key steps: Listen, Inquire, ask for Feedback, and Test.
- This approach was developed and refined within the context of the Oklahoma Department of Mental Health.
Main Results:
- The LIFT approach has been successfully applied to resolve interpersonal conflicts in small group settings.
- The mnemonic provides a clear, actionable framework for addressing workplace disputes.
Conclusions:
- The LIFT approach offers physicians a valuable and effective method for diffusing interpersonal conflicts.
- Implementing the LIFT strategy can contribute to improved team dynamics and patient care.
- Training physicians in conflict resolution techniques like LIFT is essential for healthcare settings.