HCS 131T.WK3

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HCS/131T: Business Communication Skills For Health Care Professionals Wk 3 Discussion: Conflict Resolution [Initial Reply due Thurs]   Discussion Topic Imagine you are a medical records administrator and supervise of a team of three medical records specialists at a busy local hospital. As part of their jobs, each medical records specialist audits medical records specialist's work to ensure compliance with the hospital’s policies and procedures, HIPAA, and other regulations related to medical records. One of your team members, Hyeon-Ju, recently showed a drop in accuracy below the expectations, and the other team members have noticed this in their audits. The situation has caused some friction between Riley and Hyeon-Ju. Riley made some comments in a team meeting about Hyeon-Ju’s performance. Hyeon-Ju felt defensive of Riley’s comments and suggested that Riley expects everyone to be perfect. Malik stayed quiet during the meeting, usually preferring to avoid conflict with the other team members. Malik shared similar concerns about Hyeon-Ju’s audit results with you privately, and Malik was upset at the way Riley spoke to Hyeon-Ju in the team meeting. How might you handle this conflict between Riley and Hyeon-Ju? How might the team’s overall performance be affected if this conflict goes unresolved? How might you coach Riley, Malik, and Hyeon-Ju to handle their concerns about each other’s audit results in the future? Response Requirements By Thursday , respond to the questions above in a minimum of 175 words.
By Monday , post a total of 3 substantive responses over 2 separate days for full participation. This includes your initial post and 2 replies to classmates or your faculty member. New Group 1 20  Responses |  33  Replies Responses (20) Samantha Long 8/18/23, 3:39 PM  NEW I haven't been in this situation personally, but if I was in this situation, I would've met with everyone individually to try and prepare their reactions and feelings to what is being discussed. I feel like this scenario is making Hyeon-Ju uncomfortable and bombarded. Riley needs to be more understanding and less defensive towards Hyeon-Ju and instead of going to other members of the team about it she could've asked Hyeon-Ju if there's a reason to why there was a drop in their work performance. We're supposed to work as a team and not make others feel belittled. I feel like Malik did the right thing by not engaging in the discussion. I would've asked Riley if she could speak in different tone that's not so defensive and I would've let her know that I understand it can be frustrating and stressful but remind her that we are a team and need to work together to figure out why Hyeon-Ju work performance dropped. I would also let Hyeon-Ju know that drops in their work performance can affect the whole team if it continues. I think letting them know that we are a team and if there's any way, we could help them with keeping up with the workload would that they are always welcome to reach out to us for some advice or some help, be a good option in this scenario as well. Everyone should speak to each other with care and respect in and out of the workplace. Reply Chasity Evans 8/18/23, 1:36 AM  NEW
Well I have been in meetings where people did this actually quite frequently.i hated it when they would do this. But we had three different clinics on our Floor and we would all get together. Being ninety ninety percent female this was nt surprising. But anyway I think that Malik should meet with Riley first and explain to her what she sId was wrong. Then explain why it is wrong. Then meet with Hyeon-ju to discuss how her feels about it all. Reply Casey Scheff 8/13/23, 10:27 PM Handling the conflict between the two I would talk to them individually get their insight on the way they are talking or maybe bringing up issues to their coworkers need and maybe talk about performance then I would bring them all back together and see what we could do to work as a team And make the environment not so hostile in an uncomfortable. The teams overall performance absolutely would be effected by this conflict, working in an environment with consistent conflict has a higher chance of mistakes, breach of information unintentionally, bad attitudes, and in the healthcare industry communication is probably one of the most important things that clear, and detailed. While working in an hostile invent environment, conversation communication will be very short brief. This type of environment also can lead to more absences which then would put make for larger work load, along with that is stress, frustration. Call Gene the two individuals so we could avoid future conflict. I would advise them to talk to each other with respect and dignity. If they see a change in their somebody’s performance, bring it to them nicely ask if there’s anything that you can do or be supportive not defensive Reply | Hide Replies (1)  NEW Samantha Long Hi Casey, I really agree with meeting with everyone individually. I feel like it gives people time to digest what is going to be discussed. I think they kind of bombarded them in this meeting. We are supposed to work as a team and not belittle each other. If the poor performance keeps going it for sure would affect the whole team and that's why we come together as a team to find a solution. I only hope that my team members would agree so it doesn't make work more stressful than it has to be.
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Reply  •   8/18/23, 3:47 PM  NEW Kelly Hernandez 8/13/23, 7:37 AM As we begin to wrap up Week 3, what is your biggest takeaway from this week's materials? What is one thing you can implement in your future (or current) healthcare role? Reply | Hide Replies (6)  NEW Rashida Grant Hello good day, My biggest takeaway from this week's course materials is the importance of effective in healthcare. Effective communication is crucial in healthcare settings to ensure patient safety, provide quality care, and foster positive relationships among healthcare professionals.It involves clear and concise information exchange, active listening, empathy, and the use of appropriate communication channels. One thing I would implement in a future or current healthcare role is to prioritize and improve communication skills. This can be achieved by actively listening to patients and colleagues, asking clarifying questions, using plain language to explain medical information, and practicing empathy and respect in all interactions. Reply  •   8/13/23, 3:02 PM  NEW Lynn Layton Kelly,
In regards to the question at hand, my biggest takeaway from this week's materials is how the information about power structures and patterns takes on such a large role. For example, how we as a company as a whole operate when it comes to communicating. Specifically, how exactly to identify the power structures and how to handle them. For example, when the boss appears to have more power vs. peers identifying with less or equal power and the struggle to feel important and to be heard without displaying the emotions that go along with someone who is having difficulty with a certain individual's desire to feel heard. It's very difficult in any work-related environment to avoid being involved with what I call workplace competition for status. When that happens and we are not able to see the exact dysfunction that those behaviors display we end up in power structure discord. I learned that I should be reflecting on my own behavior to establish my own patterns and recognize what I can do to change my own patterned response to those power structures and patterns as a whole. All while learning how to communicate effectively in the workplace. Linked in Learning (2023) Improving Conflict Competence Paraphrased citation (Linked In Learning, 2023) https://www.linkedin.com/learning/improving-your-conflict-competence/ measuring-the-value-of-conflict-competence? autoSkip=true&leis=LTI&resume=false&u=74653506 Edited by Lynn Layton on Aug 14, 2023, 3:58:30 PM Reply  •   8/13/23, 4:04 PM  NEW Stephanie Missey
Conflict is going to happen whether you want it to or not. Especially at work, even more so if you work in healthcare. So many people in one building and all having opinions. The one thing I learned this past week and that I am going to implement at work is at how I look at conflict. I use to view conflict as a neative, nothing good comes from it. However, after this weeks lesson I see how we can actually turn it into something positive and learn and grow from it. Reply  •   8/13/23, 8:45 PM  NEW Pamela Magee Ms. Hernandez, this week's lesson describes one of the most common occurrences in the workplace, conflict. Employees should be able to work and feel comfortable and free of tension from their co-workers. We should ensure that employees know that you have an open-door policy and make sure they know that there are options and other resources if they are not comfortable talking with you. Supervisors must check in frequently and do informal meetings to ensure synergy among the team members to address possible conflict. Reply  •   8/14/23, 12:02 PM  NEW Leelee Dawson During our 3rd week I have learned there are many thinks of conflict. I only thought there was one type of conflict. Any type of conflict is the only type of conflict I thought there was. From people feeling empowered like ego conflict to people putting their needs before someone else's. In the generation we live in today we deal will ego conflict and value conflicts. Going into the health field I will know how to deal with conflict climate settings. I am going to use active listening when defusing a conflict. I have always been loving and supportive. As I continue this course, I am learning more ways to be a supportive leader. I will be able to identify the conflict, solve the situation effectively and continue building a strong team. I love learning ways to communicate and defuse conflicts by reading my classmates response. This course has been highly informative thus far. Reply  •   8/14/23, 11:56 PM  NEW Samantha Long
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My biggest takeaway from this week's materials would be, that I can communicate more clearly. I feel like I can be more understanding with others' opinions and inputs on my work. I feel more confident in myself in communicating to others on how I feel and not be afraid to ask for help when it is needed. At work we are a team and need to work together so our patients are comfortable and getting the best care they can. If we can't work as a team or know how to communicate the right way, it can be failure for everyone. Lack of communication can cause a lot of damage to a company. Reply  •   8/18/23, 3:57 PM  NEW Rashida Grant 8/12/23, 3:34 PM The conflict between Riley and Hyeon-Ju can create a negative work environment, leading to decreased motivation and job satisfaction among team members. This can result in lower productivity and quality of work.The tension between Riley and Hyeon-Ju may hinder effective collaboration within the team.This can lead to miscommunication, delays in completing tasks, and a breakdown in teamwork.If the conflict continues it may impact the team's ability to ensure compliance with the hospital's policies and procedures, including HIPAA regulations. This can result in errors in medical records and potential legal consequences for the hospital. If the conflict remains unresolved, it may lead to increased turnover among team members. Employees may feel unhappy or stressed in a hostile work environment, leading them to seek employment elsewhere. This can disrupt the team's dynamics and further impact their overall performance.Therefore, it is crucial to address and resolve the conflict between Riley and Hyeon-Ju. To coach Riley, Malik, and Hyeon-Ju on handling their concerns about each other's audit results in the future, I would suggest them to Encourage open and respectful communication: Emphasize the importance of open and respectful communication when discussing concerns about each other's audit results. Encourage them to
approach these conversations with empathy and understanding, focusing on finding solutions rather than blaming or criticizing each other. By coaching Riley, Malik, and Hyeon-Ju on these strategies, they can develop better communication skills, handle concerns more effectively, and work collaboratively towards improving their audit results in the future. Edited by Rashida Grant on Aug 14, 2023, 5:24:30 AM Reply | Hide Replies (3) Amber Wallace Hey Rashida! I couldn't more agree with you in all that you say pretaining to this subject at hand.A negative environment can and does negatively impact collaboration on all kinds of different levels. Like you said it can disrupt employees and the teams overall productivity. This is why I personally think it is a big part of us as supervisors to be observant and really pay attention to our employees and the team dynamic on a daily basis. But for this to be at an even higher demand during audits and higher stressing tasks at hand. Better connection and communication won't avoid conflict completely, as nothing will as it is inevitable.Every person is different in their beliefs, culture and all around ways of doing things and eventually conflict will come but with proper preparation prevents poor performance so to speak. Taking the right steps for our team with team building exercises could help lower the intensity of the conflict when it does surface and make for a easier and better outcome and resolution process. In the end we all want a comfortable work environment and that should include being comfortable with coming to your supervisor and team with any issues knowing it will be handled professionally and accordingly. Reply  •   8/12/23, 10:51 PM Shamalie Backas Hi Rashida, I agree with you 100%. I’ve actually had firsthand experience with a similar situation. I had a past coworker that was very critical of everyone else’s work, and no one wanted to work with her. Sometimes it wasn’t even work related. She just had an unpleasant presence whenever she was having a bad day and took it out on everyone else. Nevertheless, we were all uncomfortable and practically walking on eggshells whenever we were
assigned to work with her. And yes, productivity did suffer because we were more focused on staying out of her way and not giving her a reason to make negative remarks about our work versus being focused on our jobs. We had all actually been with this employer longer than she had. She was just a very judgmental and critical person in general. She didn’t necessarily have more knowledge than we did. We also had to all coordinate our lunch breaks with one another. We would all be afraid to ask if she was ready for her lunch break, not knowing if she was having a good or bad day. We were also hesitant in communicating with her about things pertaining to our workflow, so we avoided conversations with her altogether. She began demonstrating this behavior with our supervisors as well and was ultimately terminated. Reply  •   8/13/23, 4:21 PM Miguel Uribe Hi Rashida, After having added an individual who is negative and does not understand the concept of working together as a team, i and my entire team did feel the effects of her negativity. As a result she brought down moral, sales and more importantly brought another energy to our store location where customers also felt the impact. It also caused conflict between myself and my management team because they refused to work with her. I fought tirelessly to help work with her and assist her with finding ways to work with the new team but she was older, had been with the company for many years and was unwilling to change her attitude. After a while we decided she needed to be challenged and she eventually transferred to non face to face position because she would be held for her individual results with minimal impact on her team. Reply  •   8/15/23, 1:03 AM Kelly Hernandez 8/12/23, 8:36 AM After watching one of the videos this week under the Week 3 Learning Activities, 'Improving Your Conflict Competence' , what is one thing you can takeaway to get better results from conflict? Reply | Hide Replies (3)  NEW
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Lynn Layton Hi Kelly, I really enjoyed watching the videos you chose for us this week. In regards to the video 'Improving Your Conflict Competence,' it's hard to just name one thing but I would have to say that It starts with developing a deeper understanding of how conflict unfolds and how I personally respond to conflict may affect its overall outcome. Basically, I believe that the root to getting better results starts within. That means self-reflecting on my own behavior. It means being mindful and truly taking the time to understand how I respond to conflict, and how my behaviors have a direct reflection on the overall outcome of the situation at hand. It boils down to regulating my own emotions, learning to stay focused, and avoiding emotional responses to defuse any physical symptoms that an emotional event might occur. Then we can engage in constructive resolution behaviors pursuing a conflict-free environment. Linked in Learning (2023) Improving Conflict Competence Paraphrased citation (Linked In Learning, 2023) https://www.linkedin.com/learning/improving-your-conflict-competence/ measuring-the-value-of-conflict-competence? autoSkip=true&leis=LTI&resume=false&u=74653506 Edited by Lynn Layton on Aug 12, 2023, 5:23:30 PM Reply  •   8/12/23, 5:19 PM  NEW Casey Scheff
I’ve been in this industry for 17 years and looking back after watching all these these communication videos, and how you adapt to change, I know I was one of those who completely came on glued if there was a tiny change it almost taking a lot of headstrong and training myself to go to work with an open mind go to work Telling yourself that yes it’s nice to have like a routine but in the healthcare, we all know that our routine can get shoved off track in a minute and you have to adjust and adapt or your day can just turn to chaos and I’ve came to the point now where I know how to go to work with an open mind and know that there could be a change that I’m not happy with, but you go to work for one reason and one reason only in that is to provide for your residence go to work and you do your job effectively the best to your ability and you go home that’s what I’ve learned so far. Reply  •   8/13/23, 10:31 PM  NEW Rashida Grant One thing that can be taken away from the video 'Improving Your Conflict Competence' to get better results from conflict is the importance of active listening. Active listening involves fully focusing on and understanding the other person's perspective, without interrupting or formulating a response.By practicing active listening during conflicts, individuals can demonstrate empathy, validate the other person's feelings, and create an environment of mutual respect. This can lead to better communication, increased understanding and ultimately, more effective resolution of conflicts in the environment. Edited by Rashida Grant on Aug 14, 2023, 5:31:30 AM Reply  •   8/14/23, 5:31 AM  NEW Morgan Simmons 8/11/23, 12:20 PM I’m sure working in fast paced, high stressed environments bring on some tense moments in the office. During the meeting I would have made sure that everyone knows it’s unacceptable and inappropriate to point fingers, attack or just single some one out. We don’t want to encourage that type of behavior, absolutely not okay. After the meeting, once we have caught up on all the new business
and strategies everyone will be excused so that I can discuss this with the two guys that were having the issue. It is important that they understand I will not tolerate any workplace bullying or immature behavior. Then speak to Hyeon-ju alone. To be honest before the meeting even happened or that moment had a chance to escalate, we would have came to a solution about Hyeon-ju. After Malik noticed the discrepancies and came to me, I would thank him for his feedback on what was going on with the audits. I would let Malik know I would take care of the situation moving forward. Me and Hyeon-ju would have a meeting to discuss what is going on. Then I would have to figure out what would be the best action plan to help the situation. if the conflict was unresolved it would show lack of concern and stir up more conflict. No one would respect authority especially if the situation was ignored and Hyeon-ju would probably continue making mistakes. Riley would continue being a bully and a fight could possibly break out. I think it is more effective to handle situations head on intstead if being passive. Reply | Hide Replies (2) Troi English I understand the need of having a meeting with Hyeon-Ju first before any other meeting took place. Making sure to gain a better head start on the problem before it could ever escalate into a serious issue. I agree that their workplace being so fast placed can lead to some tension. So, attacking the issue before it can seriously develop into a high stress environment is a wise decision. Taking the issue head on shows the initiative of a great leader. Saving everyone a lot of time and energy most likely and insures that a solution is found and there is no delay in resolving said issues. Its very important to deal with the real problem rather than attacking the person like Riley did. They could have also just talked to the manager instead of lashing out at Hyeon-Ju. Its important to avoid hurting people’s feelings unnecessarily, whenever problems are discussed you have to make sure to focus on the problem itself rather than the person or the group of people you assume are responsible for it. Reply  •   8/12/23, 6:43 PM Shamalie Backas Hi Morgan,
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I absolutely agree with you. Authority and supervision are very important in these instances. When these issues are not addressed, the staff may feel bullied and unprotected. It can also lead to increased hostility and anger, and even worse (as you mentioned) a physical altercation between the two employees. The staff may also lose confidence in upper management, and we run the risk of losing great employees. I also agree with your announcing in the group setting you that don’t agree with this behavior, and it is NOT ok. Hopefully this particular statement moving forward would deter anyone else from bullying or criticizing anyone else in a public setting. Most definitely better to address things head on and in the moment. I remember in the past we lost about 5 employees at once because a staff member was treating other team members poorly, and it wasn’t being addressed. In the next meeting, I would find a video for everyone to watch together about constructive criticism and the importance of addressing concerns respectfully. I would also create a fun exercise on how to make suggestions and concerns without hurting someone else’s feelings, and how certain phrases can have the same meaning but be conveyed differently. I would reiterate how important “delivery” is. Most of the time it is not what we say, but how we say it, and the tone it was delivered in. Reply  •   8/15/23, 12:59 AM Kristen Pennington 8/11/23, 2:45 AM As a medical records administrator and supervisor of a team of three medical records specialists, it's important to address conflicts that arise between team members. In this case, it's important to have a conversation with both Riley and Hyeon-Ju to understand their perspectives and concerns. It's important to remind them that accuracy is crucial in medical records, and any drop in accuracy can have serious consequences for patients. However, it's also important to create a supportive and non-judgmental work environment where team members can openly discuss their concerns. If this conflict goes unresolved, it could negatively impact the team's overall performance. A lack of communication and collaboration can lead to misunderstandings and mistakes. It's important to address the issue promptly to avoid any further impact on the team's work.
In coaching Riley, Malik, and Hyeon-Ju, it's important to encourage them to provide constructive feedback to each other. Instead of making comments that can be interpreted as critical or judgmental, it's important to frame feedback in a way that is helpful and supportive. Additionally, it's important to remind the team that audits are not meant to be punitive but rather to ensure compliance with hospital policies and procedures. By fostering a culture of openness and collaboration, the team can work together to improve their overall performance and ensure the best possible outcomes for patients. Reply | Hide Replies (1)  NEW Morgan Simmons I like the way you stated the best way to diffuse the situation and still manage to make sure everyone knows to continue to be productive. It takes a good leader to guide their team. Accuracy and effective communication between supervisor and team is the ultimate goal. Since everyone has to work together to achieve this common goal it is important to be mindful of one another and everyone has a different point of view. When we set the stage to keep the lines of communication open and making sure everyone is on the same page, it will ensure a productive and gratifying day. The phrase "you can catch more bees with honey" comes to mind. If you are a fair, respectful, and strong leader then everyone will see that. Then the team can take the good examples shown from their leader and everyone can work in an environment that makes sense. Reply  •   8/14/23, 10:16 PM  NEW Amado Fraga 8/11/23, 1:29 AM Well first, as a medical records administrator you need to recognize that this opportunity is conflict resolution gold. And if navigated properly, this can be a great chance for your team to develop real individual and team conflict resolution skills that will ultimately benefit production, creativity, focus and work relationships. Although this is a great coaching opportunity, you must recognize that work conflicts involve a lot of different emotions. Some may react with anger, others resentment, still others fear getting involved. My first step would be to make it very clear that workplace conflicts are harmful to the team, each other, the company as a whole. Secondly, I would reiterate that although I have the authority to settle the issue myself, I would prefer that they learn to settle their differences themselves in a professional and empathetic manner.
Thirdly, I would lay down some ground rules such as everyone will respect each other's time to talk without interruption and each will get a turn to talk. Most importantly, I would reassure them that my job is to hear each person's concerns and not to pass judgement. Once Riley and Hyeon-Ju hear each other's view out loud and directed towards someone else, it may bring clarity and understanding of their colleagues' point of view. Ultimately, once everyone has had a chance to cool down, and a dialogue can be started, along with proper mediation techniques by a neutral person, the team will learn to resolve most future issues without my involvement. When conflict arises and it is not dealt with in a timely manner or ignored, it can lead to a vast number of issues, such as: Stress, physical ailments or psychological problems. These in themselves are bad enough, but they can also be detrimental to the company by leading to medical costs, a loss in productivity by people calling in to avoid conflict, turnover, and lawsuits even. It is better to be conflict competent and learn to coach your team to a productive level of self-efficiency the next time conflict arises. I had to cut this short, I could’ve covered so many more topics in conflict resolution techniques, but I realized that I’m approaching 400 words. I can easily get long winded, but I’m trying to do better. Reply | Hide Replies (2)  NEW Kelly Hernandez You've brought up some really great points, Amado. Often when we run into these types of situations it may be difficult to carefully navigate between ensuring respect and dignity for all parties while also maintaining what is best for the organization. The organization is also a brand to potential employees, and word of mouth goes a long way in how we handle conflict and treat our employees overall. Class, how can you state bad news clearly or have difficult conversations while at the same time projecting a positive image of yourself and the organization? Reply  •   8/11/23, 8:25 AM  NEW Heather Larkan Regardless of the organization, you are always going to have bad news or difficult conversations. One thing we have touched on in my organization is the ever changing insurance policies, particularly with Medicare. While it is
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usually a headache to address these changes to the employees because it is a change to how we process and it seems so many times that you just get accustomed to the new way of processing and they change it again, we emphasize the benefits to the changes and how these changes will reduce the amount of denials we get from Medicare, eliminating some of the red tape and therefore creating easier process overall for the employee, the organization and the patient. Reply  •   8/11/23, 11:46 AM  NEW Miguel Uribe 8/11/23, 1:21 AM As a supervisor, you are required to coach and develop your team. I believe it is important to address any behavior change with any team member. When a team members work performance is declining it os important to understand why, especially if it impacts other team members. Work performance results are usually shared amongst the team, so after to speaking to Hyeon-Ju. I would advise to address the slip with the team to avoid any conflict or allow the opportunity for anyone to confront Hyeon-Ju individually. I believe addressing the situation in this manner allows for the team to show their support to their teammate and not make anyone feel uncomfortable about the situation. Unresolved conflicts in the work place are hard not to address because it usually causes individuals to shut down or not give their 100% but could also cause more conflict because someone id going to have to pickup the slack of other team members. Unfortunately, not everyone has the same work ethics but a supervisor should have the knowledge in how to motivate, treat and communicate with your team to address any concern that may arise within his or her team. Coaching my team members requires me to put myself in their shoes. Not everyone is going to be understanding or be concerned for their team members for many reasons, that why I always advised my team to treat, speak and respect everyone the way they expected to be treated, spoken to or respected. This worked most of the time because it reminded them to be kind and help each other out. In this scenario we observed many behaviors, however Malik addressed his concern with his supervisor instead of addressing his discomfort in front of the team in their meeting. It also important to address this behavior because something so small could cause conflict between each other and become a bigger issue than it should be. Malik, is allowed and expected to provide constructive feedback regarding the entire team.
Reply | Hide Replies (4) Amber Wallace Hello Miguel! I would like to say that I love that we have the same mind set when it comes to this situation and topic. I as well believe as a supervisor that it is your role to make communication a key element of your daily work environment. . If we are more present and involved with our team it makes it easier to notice and catch potential conflicts early on and resolution to conflict may come easier. If you use team building exercises and constantly communicate that it's an open door policy always and make them feel more comfortable with coming to you and the team. As you said coaching comes into play allowing them to resolve the conflict on their own but also with a comfortable work environment with open communication they will be more open coming to you to help resolve any issues rather than there being a big blow out. But even with open communication,team building exercises conflict is bound to happen at some point as every person has different cultures, beliefs and overall outlook on how to do things or how things should be done. But as I say proper preparation prevents poor performance. With that said as supervisors if we prepare our employees for conflict before it is an issue they are more likely to handle it better as a team and in the end make thenteam better as a whole overall. Reply | Show Replies (1)  •   8/13/23, 3:45 PM Pamela Magee Miguel, reading your discussion has made me think more about the scenario. The supervisor should invest in team building and conflict management training that address issues such as workplace conflict and how to conduct open communication with feedback that they can reflect upon if a situation arises. Conflict in the workplace is sometimes brutal to avoid, as this is the situation between Riley, Hyeon-Ju, and Malik. It can be a minor thing that your co- worker may find irritating. A supervisor will have to be able to mediate and make team members feel comfortable to voice concerns calmly so as not to make others uneasy. I understand how the other co-workers could think about completing their work and someone else's. As healthcare supervisors, we need to encourage our employees to work together and know how to approach each other and ask if there is a problem they can help with or are having trouble with. Offering assistance is a good sign of a happy environment. Miguel, thinking about your comment about Malik. He confided to his supervisor in private; more than likely, he did not want to make Hyeon-ju feel uncomfortable and embarrass him in a group setting and not start a conflict.
That indicates that there might be a bigger problem with the workplace that has yet to be looked at. Reply  •   8/14/23, 11:16 AM Leelee Dawson Hi Miguel I completely agree with you. As a supervisor, you must step into your coworkers' shoes. Your team is a reflection of you. Building a rapport with your coworkers is particularly important in the health field. I completely agree with you about conflict impacting the team. While working in the work field I would try to avoid conflict myself. I was in a situation where my coworker was not helping me it caused conflict between us. The scheduling that we were in charge of was not conducted right because he did not like me. Instead of the supervisor above us talking to him and I, the supervisors avoided the conflict and the conflict between us became worse. The campaign ended because no one was on the same page. Our hours were not documented correctly. No one was communicating when it came to the system. I shut down and stopped giving my all because of the conflict. Reply  •   8/14/23, 9:22 PM Shamalie Backas 8/10/23, 11:51 PM To start I’d probably make it a point at the beginning of our meeting to remind everyone that the purpose of our meetings is to give feedback and ideas without pointing fingers. Moving forward we may also implement a suggestion box where ideas for change may be submitted anonymously. We can then go over the suggestions and discuss the ideas together as a group in our next meeting. Where Riley is concerned, I would not have allowed Riley the floor to offend Hyeon-Ju. However, if Riley’s statement happened quickly without my control, I’d have to jump in and remind Riley and everyone in the meeting that personal attacks towards coworkers will not be tolerated, and our goal is to make suggestions in a positive manner without offending anyone. I would hope my statement would’ve avoided Hyeon-Ju’s next statement to Riley about wanting everyone to be perfect. The last thing I’d need in a group
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meeting is for these two to continue their negative exchanges and disrupt the entire meeting. I’d encourage Malik to speak up in the meeting and give constructive feedback to everyone. I’d also probably ask the three of them to name three positive things in their current workflow that encourage good audit results, and three things that decrease the chances of those results. I’d ask them to write those ideas down, fold them up, and anonymously drop them in a box. I’d advise them to work together with one another on those weak areas collectively, and present in our next meeting how we can improve those weak areas. My hope is that this group project will help them to understand that we all have weaknesses. However, with teamwork we all have something positive and constructive to offer the other! Reply | Hide Replies (2)  NEW Kristen Pennington Hello, I just wanted to express my gratitude for the suggestion box initiative. It's not always easy to share ideas or concerns, and I think having an anonymous option can really encourage people to speak up and contribute to our team's growth. I wholeheartedly agree with the importance of maintaining a positive and respectful environment. It's crucial for us to remember that personal attacks don't benefit anyone. Thank you for being willing to step in and remind us of this when needed. Lastly, I think the exercise of identifying positive aspects and areas for improvement is a fantastic idea. Focusing on what's working well can be so motivating and encourage us to keep pushing forward.
Thank you all for taking the time to listen, Reply  •   8/11/23, 3:16 AM  NEW Troi English Hi Shamalia! Starting right off the bat that the meeting would only be one for feedback is a great way to demonstrate how future meetings would be conducted. Clearly conveying a message, if you’re here you need to listen in a way that supports what's being said and making sure that the other individual is heard and understood. Building clear communication that focuses on listening to others, and being empathetic, and consider everyone's differences All too often, when we try to communicate with others something can go astray leading to misunderstanding and a hostile work environment. After reading this I’ve gained a new perspective on how a manager’s role is critical to setting the tone for the workplace. Their role being to establish and maintain appropriate relationships with their team members therefore, improving work efficiency and provide a safe working environment. Having to the authority to make decisions and enforce them. Reply  •   8/14/23, 6:41 PM  NEW Lynn Layton 8/10/23, 9:56 PM During our team meeting after Riley had the chance to share his opinion on Hyeon-Ju's performance and after Hyeon-Ju's perspective was heard, I would have used constructive behaviors to facilitate our team meeting and to understand the other's point of view. This would let me demonstrate respect and allow us to collaborate as a team to problem solve and do away with any misconceptions. This would also allow me to share my thoughts and feelings while as a team we develop workable solutions to avoid poor performance in the future. It is important in a team environment to make sure everyone feels heard and everyone's needs are addressed both independently and as a team. I would advise them that next time I'd like to hear about any concerns that they
have sooner than later and that a quick e-mail would suffice in that situation If they don't feel comfortable taking it to their co-worker on their own. I would have closed our meeting by asking Hyeon-Ju to see me at a later time if he still felt the need to speak to me. It is not an option for our company to suffer any organizational costs due to poor overall performance and if Hyeon-Ju were unable to bring up his audit numbers then I would have to let him go entirely. With Malik, I would have addressed him when he approached me and I would have sat down with him, taken any notes, and then set up a meeting with Hyeon-Ju independently to discuss Malik’s concerns before our team meeting. Linked in Learning (2023) Conflict Resolution, Setting The Climate Paraphrased citation (Linked In Learning, 2023) https://api.playposit.com/player_v2? type=bulb&bulb_id=1302386&section_id=1278839&resource_link_id=phoen ixprod.playposit.com__37933668_1&render_path=play2 Edited by Lynn Layton on Aug 11, 2023, 12:59:30 PM Reply Meaghan Benson 8/10/23, 8:13 PM First I would want to speak with Hyeon-Ju to see what is causing the decline in work. Then we can see what can be done to turn it around to get better. Then I would want to speak with both Hyeon-Ju and Riley to try and resolve any conflicts between the two of them. But make sure that they both are aware that they need to hear each other out completely and have no judgement towards each other and what is being said. Hopefully after that is done then we can be able to resolve any issues. As for moving forward and thinking about future results from Riley, Malik, and Hyeon-Ju, I would want to be able to have then all speak with one another if they feel they are struggling some in there work. When working as a team you should be able to ask the others in your team for ideas or suggestions. The team is all working towards an end result that shows that the group can work together and get good results as a team not individually.
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Reply | Hide Replies (1)  NEW Samantha Long Hi Meaghan, I agree I would talk to Hyeon-Ju first. I would want to know if there's any way I as a medical records administrator could help them be their best. Then I would speak to everyone individually to get insight on how they feel about and give them time to talk out their frustrations, then call a meeting when everyone had time to communicate how they felt and get their personal feelings out of the way. I would also let everyone know we need to speak to each other respectfully because we are a team and any negativity can affect everyone and the company. Reply  •   8/18/23, 4:04 PM  NEW Amber Wallace 8/10/23, 7:33 PM As a medical records andimistrator and a supervisor of three medical records specialists in a very busy hospital you face many different challenges on a daily basis. Recently we found our first challenge as a team,as a part of the specialists jobs they are to audit each medical records specialists work and make sure it is compliance with all the rules and regulations. During this audit it was brought to my attention during a team meeting as well as in private by Malik that specialist Hyeon-Ju showed a drop in accuracy. Another specialists Riley made some rude remarks towards Hyeon-Ju during the team meeting which sparked tempers. I asked to speak to Hyeon-Ju and Riley in private,as we left the room to my office I noticed the conflict was still running on high so I asked them I it would be okay to speak with them separately and then together as research has shown when there is high emotions it is a better outcome speaking to employees involved in the conflict separately then jointly have better outcomes. I let them know that we would come up with a resolution together,I also rensured both that I would not be takig sides or be nothing more than a mediator not their boss as long as the tempers simmered down and a resolution was met that was beneficial to the whole team. As I met with Hyeon-Ju I listened to all the things going on his personal as well as professional life but given the situation and the stakes at hand with the importance of our job an the impact one persons actions impact our whole team I showed empathy rather than sympathy. I then met with Riley and grew an understanding of her concerns and how long her and Malik had tried to pick up the slack of Hyeon-Ju and look over as much of his work recently.
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After noticing that they was both calmed down and apologized to one another I suggested we all join in the conference room along with Malik to come up with a resolution that would help us all together as a team as well as some team building. Everyone agreed and I led the meeting first with a team building exercise of mapping out each persons roles and the unique value each person plays in their roles. As this exercise was completed Hyeon-Ju stood near the end apologizing for his mishaps realizing how much his errors affected the whole team as each of us are just as important and have just as much pressure and work as the next.Malik and Riley was very pleased with him doing so. At the end of our meeting I spoke with them about team work and I have the open door policy and next time there was any concerns please don't hesitate to come to me it's better to be safe and act early on something before a conflict orrload occurs. I also apologized letting them know I will work better on being more aware even during high stress audits as I could have maybe noticed and prevented it getting this far. In the end one of our biggest challenges ended up gettig a better outcome for our team all the way around as we had all always agreed on everything before this. Edited by Amber Wallace on Aug 10, 2023, 7:44:30 PM Reply Leelee Dawson 8/10/23, 10:53 AM If I noticed a decline in Hyeon-Ju performance I would be concerned not only for the company but his well-being as well. Sometimes people change in performance if something is going on at work or outside of work. The conflict between Riley and Hyeon-Ju I would handle separately first to find the underlying cause of the performance decline. Ask concerning but HR approved questions to Hyeon-Ju. Once I get an understanding of both sides, I will have a meeting with both Hyeon-Ju and Riley together. If conflict is not resolved tensions become high. Sometimes an argument can happen and in worst case scenario a physical fight. I would inform Riley, Mallik, and Hyeon- Ju that we have to be considerate of others feelings. Speak to each other how you would want to be spoken to. We must be supportive of each other. I am noticeably big on avoiding conflict. I really do not like people being uncomfortable or upset with me. I have learned now if I know someone is upset with my performance, I speak with them privately or with a supervisor present. I tell my co-worker you may be upset with me, but we must have a mutual understanding about work. Reply | Hide Replies (1)  NEW Stephanie Missey Hi Leelee. I agree with you 100 percent. Before jumping to conclusions about a co-workers decline in their performance, we should first take the time to
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ask if they are ok. Ask if there is anything we can do to help them with whatever the situation may be. Sometimes just having someone that is willing to listen is all the person needs. Riley should have never said anything about Hyeon-ju and his performance at the meeting. To me that is completely unprofessional. And it does not help the conflict at all, if anything it adds to it.I also agree with what you said about needing to be supportive of one another, and how as working adults they should be able to come to a mutual understanding about working together Reply  •   8/10/23, 7:57 PM  NEW Troi English 8/9/23, 8:20 PM Making that if this environment is not changed that it can create an uncomfortable and undesirable atmosphere to work in. My first goal would be to make sure that all sides were heard. Since Hyeon-Ju seems to be the root of the conflict I would first have a conversation with them, one on one. I would make sure to create a supportive and calm environment to ask why their performance has slowed. Making sure to not place blame but to seek understanding in hopes to improve and resume our previous schedule or plan for a new one that could work and be fair for the team. I would discuss with Malik second because they also had an issue with the way Riley spoke to Hyeon-Ju. Being sure to ask what exactly made them uncomfortable with Riley during the last meeting. Was it their tone, body language, or behavior in general? Once the root was found we would discuss the problem in detail and hopefully a resolution. After talking with Malik, I would then move on to have a private or one on one meeting with Riley. Making sure to address any of their concerns. After meeting with each of them separately I would conduct another group meeting to discuss and clear the tension, making sure that from this point on the work environment was stable and comfortable again. Reply Heather Larkan 8/9/23, 3:10 PM I've actually had a very similar situation within my department. My best approach was to sit each person down and talk to them one on one. In this scenario, I would discuss with Riley why their behavior in a team meeting among their co-workers was inappropriate. You should never single out a co- worker and put them on the spot in a group meeting. If anything, Riley
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should have approached a team lead and expressed concerns privately, much like Malik did. With Hyeon-Ju, I would discuss their reaction to Riley's comment and how a more appropriate response would to wait until the team meeting is over and we could discuss privately. I would also discuss their performance audit and discuss the situation, making them understand that, while it was inappropriate for Riley to opening discuss, his performance is tapering off and what could I do to help. Then, I would ask both Riley and Hyeon-Ju to discuss with each other privately to see if the issue could be resolved. If this kind of issue goes unresolved, it could create tension within the team or department and also may be encourage more of this behavior. Reply | Hide Replies (4)  NEW Stephanie Missey Hello Heather, I agree with your approach 100 percent. It is never ok to single out a co-worker,especially in a setting such as a meeting. In my opinion, it is unprofessional to do such a thing. I would have approached myself and asked if everything was ok because I noticed he was not up to par at work. I always try to put myself in the individual's situation to try to understand why they are doing the things they are doing. I would also let them know if they need someone to talk to that I would make myself available. Sometimes that is all someone needs is someone to listen. Conflict is going to happen in the work place. Having so many different personalities in a building or unit, conflict is going to happen. Not everyone is going to agree on everything. The important thing is to not take someones opinion or thought of you as an insult. I try to look at it as constructive criticism. I listen closely because they may point out something about myself that I do not realize I am doing that needs corrected. Even if I totally disagree with what they are saying, I try not to interrupt and let them voice their opinionso in return I will be able to voice mine uninterrupted. Reply  •   8/10/23, 12:12 AM  NEW Kelly Hernandez Great points, Heather. Thanks for sharing what worked well in your scenario. I'm also glad you touched upon what can happen if conflict goes unresolved for the overall sentiment of the team. It's important to assess the situation to ensure a safe environment that is conducive to a positive outcome. This also begins with the leader creating an open and transparent environment well before this type of conflict arises to help ensure when conflict does arise they already feel open and comfortable.
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Class, what are some strategies that leaders can implement to help create an environment that is conducive to resolving conflict? Are there consequences to the team when conflict is not resolved? Reply  •   8/10/23, 9:34 AM  NEW Kristen Pennington I completely understand where you're coming from, and I've been through something similar in my department before. What worked best for me was sitting down with each person privately to discuss the situation. With Riley, I would bring up their behavior during our team meeting and explain why it wasn't okay to single out a coworker. Instead, they should have talked to a team lead privately as Malik did. As for Hyeon-Ju, I would talk to them about their reaction to Riley's comment and suggest waiting until after the meeting to discuss any concerns. I would also mention their performance audit and offer any support to help them improve their work. Finally, I would encourage both Riley and Hyeon-Ju to have a private discussion to try and resolve the issue. It's important to address these situations as soon as possible to prevent any tension within the team or department. Reply  •   8/11/23, 2:57 AM  NEW Heather Larkan I've always had an "open door policy" with my team. I make sure they recognize that I am just as much there for them as I am for the organization. If there are problems or issues with their role, another employee, their assigned tasks, whatever it may be, I want to reach out to me first and foremost so we can handle the issue before it becomes more serious. I recently had an employee that felt overwhelmed with their workload because we had another employee who was lagging behind in theirs. This caused her to have to take on more than she felt comfortable with and she was holding some resentment because if she "If I can complete my workload, why can't she?" I spoke with the other employee to send if I could find out what the issue was and it actually fell back into the hands of another department who was not moving things to her as quickly so when they did send things to her to work on it was a massive amount, putting her behind. I then had to get the department manager of the other team involved to make her work flow more smooth. After explaining the situation to the first employee was relieved that her teammate was working equally as hard and it removed that resentment.
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Reply  •   8/11/23, 11:58 AM  NEW Stephanie Missey 8/9/23, 2:37 AM  NEW If I had to handle the conflict between Riley and Hyeon-ju, there are a couple approaches I would try. At first I would suggest to them that they sit down with one another and discuss the disagreement they are having. I would encourage them to listen to each other without interrupting and not be judgemental. I would also remind them how their conflict is affecting other members of the team and I do not expect one of them to give in to the other, people disagree and that is ok, i do however wish they come to an understanding and resolve the issue. If this approach was unsuccessful I would attempt to have a meeting with the two of them. By doing this I would hopefully lead them to resolve the conflict without one of them feeling like they were wrong or right in how they feel. If the conflict were to go on unresolved between the two, it would have a negative impact on the other members and the team as a whole. Other team members may feel as though they have to pick sides between Riley and Hyeon-ju. Or if a friendship already exists between either of them and a fellow co- worker, this may lead to them bullying the other. Or perhaps the individual may feel like they are teaming up on them. All of these scenarios bring unwanted stress, tension, and anxiety to the workplace. Anyone who is stressed or feels tension or anxiety, does not work to their full potential. Lastly, my advice to all three of them would be as follows. If something is bothering you at work or outside of work to the point that it is affecting your performance, please talk to someone. It can be a colleague or myself. Let it be known that you are dealing with something. More than likely we can and will help you through, plus sometimes all it takes is someone listening. I would also tell them if they notice a team member not working up to their potential, ask them if they are ok, do they need help, or if there is anything you can do. Do not wait until a meeting and blurt out your assumption of what is going on. Eveyone has offs days ,so lets try to remember that and have compassion and not jump to conclusions. Finally, I would want them to know, that they should never have to come to work and feel uneasy about their working situation. If you see or hear something going on between fellow members that you feel could lead to bigger problems. intervene peacefully. If you do not feel comfortable doing so, come get me and I will. I do not expect people to agree on everything. I do however expect team members to realize
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they are going to have disagreements and that is ok, as long as they know that just because someone does not agree with you does not mean they do not like you. Reply | Hide Replies (1)  NEW Pamela Magee Stephanie, your idea of having a backup resolution to the conflict between Riley and Hyeon-Ju, in case the first approach did not work, is excellent. Riley is the more vocal of the group, letting her know that it is never okay to make someone feel uncomfortable, even when she feels she is correct. This opportunity gives them time to express their frustrations and Hyeon-Ju a chance to tell her how she made him feel defensive without interrupting or thinking of their perceived notions. Agree the longer their feelings are bottled up could affect the team dynamics. You bring up a good point. Did Riley, Hyeon-Ju, and Malik have a close relationship before? If so, this can cause them to harbor resentment. As supervisors, we must let our employees know that we care about each of them. Still, if something needs to be clarified, there are services you can recommend to them if they are uncomfortable speaking with you about it. The biggest thing we need to convey is that the teamwork environment can only work if they work together and continue to meet the company's mission and goals, but not at the expense of tearing each other down. Reply  •   8/11/23, 11:23 AM  NEW Pamela Magee 8/8/23, 8:43 PM Week 3 Discussion: How might you handle this conflict between Riley and Hyeon-Ju? As a supervisor, it can be a delicate balance. Offering feedback, good or bad, to your employees requires the right approach and can be uncomfortable. I would have held the meeting just between Hyeon-Ju and myself, using the Supportive role, and Leaned with the conflict by empathizing and connecting with Hyeon-Ju.
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He may be going through some tough times. I would have started the conversation by explaining why I wanted to have the meeting with him and explain that, as of recently, his work has been below expectations; I would have asked him, "if something was going on with him that I was not aware of, that is distracting him?" How might the team's overall performance be affected if this conflict goes unresolved? If this situation goes unresolved, the conflict can impede progress. The team will continue to have friction, and all the audit results could be affected. How might you coach Riley, Malik, and Hyeon-Ju to handle their concerns about each other's audit results in the future? Have an open conversation about the tension everyone feels regarding the current audit numbers—welcome feedback and ideas free of negativity. Encourage accountability and, as the supervisor, take an active role, having conversations more frequently. Be more of a moderator and not controlling. Remind them that they should work together toward the same outcomes. For example, they could cross-check each other's work before the final audit, allowing for questions among team members if they are confused or need extra assistance. Reply | Hide Replies (2)  NEW Kelly Hernandez Pamela, I really like how you mentioned having a strategy that addresses the individuals and with kindness and respect. This sentiment helps maintain respect and dignity between the two parties. Treating them as professionals regardless of the relationship will help preserve a sense of self. Another tip I often give is to focus not on the person but the role. When focusing on the role it removes the personal aspect of it and you can direct the information around the job role and function. Reply  •   8/9/23, 10:39 AM  NEW Morgan Simmons
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I completely agree with your approach to the situation. I too would have approached Hyeon-ju alone I felt like that would have been greatly effective taking a more emotional approach. I too felt like maybe he was going through something. I was thinking this way because I went through a similar situation where my performance was slipping, and I was making little mistakes. Sometimes when we think we are okay we are not, and it shows in lack somewhere else. Having an open conversation allows everyone to get any issues they may have off of their chest. This will prevent unnecessary outbursts in the future and keeping an open line of communication is a healthy in building a positive work-related relationship. Taking the initiative to make sure we address the elephants in the room is a good way to start and iron out an unresolved conflict. This will only help them be more productive and encourage positivity in the workplace. Reply  •   8/14/23, 10:31 PM  NEW Kelly Hernandez 8/8/23, 4:16 AM Welcome to the halfway point in the course! Does anyone else agree it's flying by?! Week 3 brings us to communication and conflict -- something many of you have expressed being challenged with. The good news is, this week will equip you with some strategies to face these situations head on and create a win-win scenario for all involved. Conflict is never easy, but it is inevitable! More specifically, we'll discuss strategies for resolving conflict through communication as well as how the supportive and defensive climates we discussed last week impact our workplace relationships. And of course, if you have any questions about material we've already covered in the past two weeks please be sure to ask.
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