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BizQuiz: Can you temper team conflict? (Answer 3c)

May 20, 2010

Taking the BizQuiz? This is the answer to question 3 of "Can you temper team conflict?"

3) C-Right.

We can all see where this is going: us vs. them. In the absence of real information and a feeling of control over your job, we all retreat into childish paranoia and cliques.

Don't do that.

If you and your co-workers are splitting along familiar lines-front-desk vs. back-room, veterans vs. newbies, early shift vs. late shift-you need to help heal these rifts, not contribute to them. Co-worker rivalries and conflicts like these are guaranteed to harm patient and client care.

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Work with the manager or supervising doctor. If the front desk is fairly slow but the back room is swamped, suggest that receptionists not deluge the back-room team with price-shopping calls and easily answered questions. Don't dump on new team members; help them learn about the culture and open up to their new ideas. And whether you're on the morning shift or the evening shift, communicate with the other shift-suggest a 30-minute overlap to your manager-so you can share information about ongoing care, exam room readiness, and paperwork.

Don't turn to gossip to solve your problems-it won't. Make sure your comments about co-workers to others are factual and productive. Save the venting for your cat or dog at home; they're all ears.

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