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Tip of the Week
by Arthur Anderson
 Art Anderson, your DentalSuccess Tipster, lets you know:
How to Resolve Conflict Conflict is inevitable because we all have different wants and needs. Conflict need not suggest hostility, just differences. In the office it is important to bring people together for a common solution. In a dental office where there is an obvious leader or boss who can’t escape being viewed as a power figure, there may be some reluctance on the part of dental team members to suggest change for fear they may be blamed if something goes wrong. There also may be fear that it will create friction among people who need to work together cooperatively.
Here are some sound principles to follow to that will help to resolve conflict:
1. When you bring up the need for change, start with an “I message.” “I have a problem I need to have us all talk about.” This suggests that you have the problem and so nobody needs to feel defensive.
2. Put the problem on the table and ask for a response, ideas, viewpoints using the following procedure:
- Have each person involved write down how he/she feels about whomever or whatever is the basis of the conflict.
- Next have each describe, on paper, his/her personal viewpoint.
- Next write a solution to the problem.
- Have someone read the information provided by each person. When there is sharing of viewpoints without identifying the person who has voiced it, it is surprising how often it will be discovered that all of the parties to the conflict want basically the same thing.
Whether that is true or not, having all of the facts and viewpoints on the table will create greater understanding by all parties to the conflict.
Through all of this remind everyone that basic to all successful negotiation is this essential frame of mind: “Seek first to understand and then to be understood.”
[PRINTER FRIENDLY VERSION]
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