Introduction
The work in any organization that concerns interpersonal relationships and communication is likely to impose conflicts. The difficulties in mutual understanding have their causes and outcomes, which deter the performance quality and imped the comfortable environment for the employees. It has even more adverse effects in the field of healthcare because not only employees but also patients might suffer from an argument. Since interpersonal conflicts are emotionally colored encounters between people that might be harmful to either of them, it is essential to apply the concepts of emotional intelligence to manage the argument and exit it most favorably. Therefore, in this paper, three useful strategies aimed at coping with and managing conflict in the workplace will be presented with the examples of their application and explanations of their effectiveness.
Conflict Management Strategy #1
It is evident that when people with different attitudes and views are engaged in the same processes sharing a common environment, conflicts might occur. Professionals working in an organization must be aware of the origins and manifestations of conflict, so that “they can make it acceptable, predictable, and therefore manageable” (Liebler, J. G., & McConnell, 2016, p. 323). Following such an approach, a manager resolving staff-related issues should use the first tip that is the discussion of conflict instead of ignoring it. Communication of the difficult issues might be fruitful in terms of providing stronger work relationships between the staff members and contributing to the elimination of similar problems in the future. The example of an application of this tip might be a situation when a healthcare professional is reported to be biased in his or her work with a patient. It is important for a manager to initiate a conversation with this staff member and address the very essence of the conflict.
Such a strategy in managing conflict is essential because avoiding an argument in such a highly demanding professional environment as healthcare might lead to the accumulative destructing effect. The identification of a problem and its core reasons contribute to the improvement opportunities for the organization and better performance in the workplace (Liebler, J. G., & McConnell, 2016). Thus, it is critical to address conflicts with an application of appropriate techniques, one of which is presented in the next section.
Conflict Management Strategy #2
When one acknowledges a problem, it is necessary to discuss it in a way that does not lead to more tension and facilitates the ways for effective resolution. Therefore, the second tip is checking the reality of another person (Mackler, 2010). This means that the addressing of the conflict should start by listening to the point of view of the counterpart. For example, if a nurse systematically fails to provide necessary reports, it is vital to inquire his or her explanation of how he or she sees the problem. By patient listening to the nurse’s interpretation of the issue, a manager should then deliver his or her point of view, the discussion of which will help find the solution.
In such a manner, a manager obtains an opportunity to receive the employee’s perspective on the problem and clarify the hidden agenda that leads to the detection of the source of conflict (Liebler, J. G., & McConnell, 2016). As a result, the employees participating in the conflict feel that they are respected for their professional contribution and will be willing to share their problems in the future so that fewer conflicts occur.
Conflict Management Strategy #3
As mentioned earlier, the delivery of a manager’s perspective is also a decisive element in conflict resolution. Thus, the final tip concerns the form of the discussion and incorporates using appropriate emotionally-balanced language and tone to defuse conflict instead of escalating it (Mackler, 2010). For example, if a nurse is systematically late for his or her shift regardless of repeated warnings, a manager addressing this rule violation should deliver his or her message without shouting or using accusing vocabulary. On the contrary, one should contain emotions to engage in a reasonable discussion that is comfortable for both counterparts (Mackler, 2010). A manager might demonstrate the acceptance of the employee’s perspective and provide an emotionally neutral explanation of what the expectations are. This tip is useful due to the extensive utilization of emotional intelligence which contributes to the healthy professional environment and provides an opportunity to clarify conflict-related issues in an understandable manner (Liebler, J. G., & McConnell, 2016). By using these tips, one would succeed in conflict management and develop trusting relationships within the workplace.
Conclusion
Summarizing the discussion, any entity might encounter minor or severe conflicts in the workplace that might impose adverse outcomes for the staff members and for an organization as a whole. Apart from generally acknowledged disciplinary measures concerning workplace conflicts, a manager should address the identified problem, get a full picture of another person’s reality, and provide a neutral explanation of how the conflict might be resolved. The application of the discussed tips will contribute to the comfort within the working environment, enhance trusting relationships between the co-workers, and ultimately benefit the organizational performance.
References
Liebler, J. G., & McConnell, C. R. (2016). Management principles for health professionals (7th ed.). Burlington, MA: Jones & Bartlett Learning.
Mackler, L. (2010). Lauren Mackler at Harvard Business School – Managing conflict [Video file]. Web.
Dealing With Conflict In Healthcare Settings
Introduction
Management and organization of work in medical institutions are difficult since it is necessary to combine responsibilities and actions into functional units, determine the lines of communication, and develop coordination models. A rank hierarchy is an effective form of organizing the work in which relations are highly structured in terms of authority and responsibility. However, there are conflict situations in any group of people whose behavior depends on the distribution and knowledge of duties. The purpose of this paper is to discuss the conflict between a radiology manager and a radiology MRI supervisor and to express a personal opinion of the effectiveness of the applied approach.
Essence and Ways to Avoid
The essence of the conflict is that the radiology manager wants to shorter the exams despite warnings by the MRI supervisor about possible quality deterioration. Even the radiology director’s request not to risk quality does not affect the radiology manager’s actions, and he is fired. The problem is that the manager has the authority to make decisions on changing the MRI machine protocols by himself, although he does not practice MRI exams. I consider the decision to fire the manager is correct, despite his recognition of the mistake. The healthcare sector is not an area in which one can make mistakes and sacrifice quality for the sake of profit.
To improve on the response, the described issue has to be discussed with the supervisor directly involved in the exams, and the radiology director to take into account all possible risks. The set of relations between subordinates and managers should be well established and clearly stated. The authority delegated to the radiology manager must be consistent with the assigned duties and the principle of parity (Liebler & McConnell, 2016). It means that responsibility should not be greater than these powers to fulfill one’s duties without provoking a conflict. Also, changes in the internal and external organizational environment must be monitored to adjust the structure if necessary.
Conclusion
To sum up, management and leadership in healthcare institutions have a significant impact on the effectiveness of the performed work. Solving conflict situations is crucial in providing patients with highly qualified medical care. There are numerous approaches to the organization of work and the interaction between members of staff to achieve mutual understanding. In this regard, it is important healthcare superiors and subordinates to respect and work together to resolve conflicts.
Reference
Liebler, G., & McConnell, C. R. (2016). Management principles for health professionals. Burlington, MA: Jones & Bartlett Publishers.
American, Alaska, And United Airline Brands
Introduction
The U.S. commercial airline industry and the brand positioning efforts associated with it present an interesting topic that has not been researched extensively. This essay analyses three commercial airline brands, such as American Airlines, Alaska Airlines, and United Airlines. The brands are studied with reference to market positioning decisions, potential problems, customer loyalty, and popularity.
Brand Positioning
Being one of the largest businesses in the global airline industry, American Airlines (n.d.) is positioned as the internationally recognized company with a long history. American Airlines (n.d.) is the business that serves totally different populations and combats human trafficking. It also has special offers for those who travel for business purposes on a regular basis. Alaska Airlines (n.d.) is also among large U.S. airlines, and it is positioned as the major air transportation company of Alaska. This award-winning company positions itself as an effective innovator focusing on propelling clients’ comfort during flights to the next level (Alaska Airlines, n.d.). The third brand, United Airlines (n.d.a), presents itself as a well-known provider of domestic and international flights that offers customer-centered decisions, including special services for seniors, clients with disabilities, passengers with animals, and customers with food allergies.
Concerning brand positioning, I regard United Airlines as the most successful company since the way that it distinguishes itself from the competitors appeals to multiple categories of people instead of being targeted only at high-class clients. As an example, the brand actively collaborates with disability organizations and advocacy centers in the U.S. (United Airlines, n.d.b). More than that, it has established its own advisory board to update accessible travel policies and improve services.
The Level of Brand Awareness
The level of brand awareness has a critical impact on commercial success. It involves the degree to which people are familiar with some brands and their products (Aaker & Moorman, 2017). In general, awareness depends on the brand’s media presence, and organizations with high brand values typically have more opportunities to launch advertising campaigns and stay recognized. Following this logic, American Airlines is one of the world’s most known airline brands (Southan, 2018). The brand value of United Airlines is much lower, but it also features in the list of the most prominent companies and is recognized globally (Southan, 2018). As is clear from the name, Alaska Airlines focuses on flights from and to Alaska, which makes it less known globally compared to the previous brands, but it is still popular among American travelers.
Consumer Loyalty
Consumer loyalty is also an indicator of success in the commercial airline industry. Some information peculiar to customers’ willingness to collaborate with particular brands can be derived from ratings. According to the Points Guy rating, Alaska Airlines was the best airline company in the U.S. in 2017, whereas United Airlines and American Airlines were given the fourth and the sixth place, respectively (Begley Bloom, 2018). Unlike Alaska Airlines, American Airlines scored low in customer satisfaction due to the cases of baggage loss (Begley Bloom, 2018). Based on the brands’ results associated with ten points of analysis, the three companies’ “personalities” can be described. Thus, Alaska Airlines is associated with kindness (moderate prices) and punctuality (on-time arrivals), whereas American Airlines is caring (cabin comfort) but a bit irresponsible (baggage loss) (Kheel, 2017). Finally, United Airlines is easy to work with (inclusive environment) and active (large route network). As for the potential issues, considering the incidents involving baggage loss, American Airlines will probably experience customer outflow if it does not improve its baggage policies. Therefore, implementing new efforts to meet its stated values is critical for the brand to prevent further reputational damages.
Conclusion
Finally, the three brands analyzed in the paper have specific strengths and weaknesses. Interestingly, from the case of United Airlines, Alaska Airlines, and American Airlines, it is evident that expensive companies with high brand awareness are not always the best when it comes to customer loyalty and retention. For instance, American Airlines, the world’s famous brand, needs to improve customer satisfaction to stay the market leader.
References
Aaker, D.A., & Moorman, C. (2017). Strategic market management (11th ed.). Hoboken, NJ: John Wiley & Sons.
Alaska Airlines. (n.d.). About us. Web.
American Airlines. (n.d.). About us.
Begley Bloom, L. (2018). Ranked: The best and worst airlines in America. Forbes.
Kheel, J. M. (2017). The best and worst U.S. airlines in 2017. The Points Guy.
Southan, J. (2018). American, Delta and United are world’s most valuable airline brands. Forbes.
United Airlines. (n.d.a). Our shared purpose.
United Airlines. (n.d.b.). Special travel needs.