Human beings are going to have conflict, no matter what. That’s why learning to resolve conflict is so important–it can mean the difference between social harmony or social disorder. 
The same holds true in the community of your optometry practice. As CEO of your company you directly or indirectly manage social groups that influence the mood of the office. Staff members in conflict negatively impact the perception patients carry of the office, which can result in an office visit the patient hopes is the last.
Here are 3 things to consider when you manage staff in conflict. . .
- Win/win – One of the secrets of negotiating is finding a win/win solution. When two staff members are at odds with each other it’s usually due to differences of opinion or preserving reputations. They do not want to look bad in front of the patient or the doctor. Before discussing the problem corporately with all those involved, make sure you take the time to interact with staff members individually to find out their side of the story. This will allow you to find out the crucial concerns of each staff member.
- Face to Face – Many of the younger generations have not learned to interact effectively unless they are texting or chatting online. Generation X, Y and Millenials are more comfortable with meeting in virtual space instead of physical. However, in a small office situation meeting face-to-face is key. By meeting face-to-face, the problem can be resolved in a timely manner with the clearest understanding and the least amount of collateral damage. Once you have determined what the problem is from each individual staff member and figured out their “win,” then you can have a meeting to discuss the problem. Face-to-face is difficult but results in better outcomes in the long run.
- Emotions – To reduce the emotional response, plan your meeting in advance. Sometimes the worst response to a problem is to pull those in conflict together immediately. In my impatience, I have mistakenly tried to solve the problem right away and didn’t
allow time to pass and emotions to settle. Give each of your staff a heads up on when you would like to meet and then put it on the calendar. Many times the staff members will resolve the conflict before the scheduled meeting because they want to avoid the discomfort of being “on the spot” in a formal meeting with the boss.
However you choose to resolve conflict, assume the best in each of the staff members. Many times both staff members are trying to do what is best for the patient and for the office. They simply see the situation from different angles. When you can discover their views and help them see each others’ position from a broader perspective, everybody wins.
