Siders C T, Aschenbrener C A
George Washington University Medical Center, USA.
Physician Exec. 1999 Jul-Aug;25(4):32-7.
Complex interpersonal conflicts are inevitable in the high speed, high stakes, pressured work of health care. Poorly managed, conflict saps productivity, erodes trust, and spawns additional disputes. Well managed, conflict can enhance the self-confidence and self-esteem of the parties, build relationships, and engender creative solutions beyond expectations. Just as thoughtful differential diagnosis precedes optimum treatment in the doctor-patient relationship, management of conflict is greatly enhanced when preceded by careful assessment. In the first of two articles, the authors present a diagnostic approach, the Conflict Management Checklist, to increase self-awareness and decrease anxiety around conflict.
在医疗保健行业快节奏、高风险、压力大的工作中，复杂的人际冲突不可避免。管理不善的冲突会削弱生产力、破坏信任并引发更多争端。管理得当的冲突则可以增强各方的自信和自尊，建立关系，并产生超出预期的创造性解决方案。正如在医患关系中，周全的鉴别诊断先于最佳治疗一样，在仔细评估之后进行冲突管理，效果会大大增强。在两篇文章的第一篇中，作者提出了一种诊断方法——冲突管理清单，以提高自我认知并减少围绕冲突的焦虑。
