Piryani Rano Mal, Piryani Suneel
Internal Medicine, Pulmonary Medicine and Medical Education, Chitwan Medical College, Bharatpur, Nepal.
Community Medicine and Public Health, Chitwan Medical College, Bharatpur, Nepal.
J Nepal Health Res Counc. 2019 Jan 28;16(41):481-482.
The conflict is a disagreement within oneself or differences or dispute among persons that has potential to cause harm. It is inevitable and may occur in any profession including healthcare. It could be among any group of healthcare professionals or healthcare team between different group of healthcare professionals or between patient and any of the member of healthcare team. The conflict has a critical effect on the competence, confidence, and morale of healthcare professionals. Consequently, it affects patient care too. To prevent or limit the conflict, emphasis must be focused on proper and impartial implementation of a professional code of conduct, ground rules and discipline. The sources of conflict could real or imagined differences in values, dissimilar goals among individuals, improper communication and personalization of generic or organizational issue. Generally, there are four types of conflicts, intrapersonal, interpersonal, intragroup and intergroup.The conflict usually goes through four phases, frustration of one or more parties involved in conflict, conceptualization or rationalization of cause, expression of behaviors and behaviors resulting in negative outcome. Thomas and Kilmann postulated a matrix explaining five distinct responses or styles to conflict resolution or management varying along the axis of assertiveness and cooperativeness. These five styles are avoiding, accommodating, compromising, competing and collaborating. The issue in conflict is not its existence, rather its management. When it is managed poorly, the outcome will be uncomplimentary with counterproductive results and if managed properly, it encourages competition, recognize legitimate differences and becomes powerful source of motivation. Keywords: Conflict, healthcare, management of conflict, source of conflict, type of conflict.
冲突是指个人内心的分歧、人与人之间的差异或争端，有可能造成伤害。它是不可避免的，可能发生在任何职业中，包括医疗保健行业。冲突可能发生在任何一组医疗保健专业人员之间、不同组别的医疗保健专业人员组成的医疗团队之间，或者患者与医疗团队的任何成员之间。冲突对医疗保健专业人员的能力、信心和士气有重大影响。因此，它也会影响患者护理。为了预防或限制冲突，必须强调正确、公正地执行专业行为准则、基本规则和纪律。冲突的根源可能是价值观上真实或想象的差异、个人目标不同、沟通不当以及将一般或组织问题个人化。一般来说，冲突有四种类型：人际内冲突、人际冲突、群体内冲突和群体间冲突。冲突通常经历四个阶段：冲突中一方或多方的挫折、对原因的概念化或合理化、行为的表达以及导致负面结果的行为。托马斯和基尔曼提出了一个矩阵，解释了在解决或管理冲突时，沿着坚定性和合作性轴变化的五种不同反应或风格。这五种风格是回避、迁就、妥协、竞争和合作。冲突中的问题不在于它的存在，而在于它的管理。如果管理不善，结果将不尽人意且产生适得其反的效果；如果管理得当，它会促进竞争，认识到合理的差异，并成为强大的动力来源。关键词：冲突、医疗保健、冲突管理、冲突根源、冲突类型
