Conflict resolution in healthcare

By Chris Smelker

Lead Faculty, Surgical Technology

We all have been in some sort of conflict throughout our lives, but how we learn to deal with these conflicts can define our lives. I have used many different tactics while dealing with conflicts throughout my years with some methods working and some not. Finding a method to establish a concrete solution to a situation is important in dealing with any conflict.

After working many years in healthcare, I have learned to handle stressful situations. I also have been able to use my years of experience to help other students currently pursuing a career in healthcare. Our program involves a tremendous amount of clinical hours under the direction of a preceptor and students would always come to me with issues they were having with their preceptor. A preceptor is a Certified Surgical Technologist who is a part of the surgical team during a surgical operation. Their goal is to maintain a sterile and safe environment for the surgical patient, while overseeing the student. I often struggled to find a good tactic for the students. I want to make sure to handle the situation in a manner that would not jeopardize any patient or any future opportunities for students. The method that I use and instill in my students is to simply use the phrase: When you. I feel. Because. This method goes along with the model of hard and soft skills that our program follows. One very common issue that came up was certain preceptors not letting students step in and learn hands on, which they are trained to do. The use of the phrase would be as follows: When you take over and not let me attempt the task, I feel that I am missing out on a good experience because I have been educated and am eager to gain the experience. This is just one example of many that I have used while educating and training my students.

Using this method addresses the situation in a manner that is not derogatory toward the individual, however, it offers a kind but blunt explanation of the consequence of the situation. This, in turn, allows the individual an opportunity to speak and correct the situation. This method could be used in everyday life situations. I have used it with my own children when they talk back to their mother. When you talk back to your mother, I feel you are being disrespectful because you were not raised this way. This phrase is intended for any types of scenario throughout life. The methods we develop in dealing with difficult situations as educators can have an everlasting effect on our students.

We all have had difficult situations arise and this will continue throughout our lives. Finding a concrete way to deal with these situations before they spiral out of control will make our lives much easier.