Joanne D. Stadnik

MMGMA Winter Conference

March 2, 2016

1

CONFLICT IS AN UNDER-RECOGNIZED

HIDDEN COST OF OVERHEAD

CONFLICT… Can be an opportunity to grow

Can be a wonderful idea generator

Can be positive instead of negative

Does not need to end relationships

First Degree Conflict

Second Degree Conflict

Third Degree Conflict

First Degree Conflict

Relatively mild… but still

needs to be addressed in

order to avoid increased

heat (and impacts)

Fairly harmless

Annoying but easy to deal with

Takes a little time to put out the “spark”

Examples include:

Love letters or “spank-o-grams” -- emails with a little bite

My nurse deserves the biggest raise or she will leave

Recurring scheduling errors: why can’t you train the staff right

• Involves some cost to

the organization –

• Does not include loss

of productivity time

Remember: Don’t let conflict

burn through your profits

Estimated $ Price Tag

(including benefit cost)

New managers

“Admin–itis”

New elections – Board turnover

New shareholders

Second Degree Conflict

Currently impacting workflow

and/or morale… which will take a

significant amount of time to

manage through

When the situation does not include you – will be time consuming

When the situation does include you, the nerves start to kick in

Examples include:

Can I look at my nurse’s personnel file? (aka…need to know)

Provider dating an employee

Different degree of “love letter” – one that goes to all the partners

about a clinic issue (or worse…about you)

Employees going behind your back – directly to the providers

Estimated range of Price Tag

(includes benefit cost)

Does not include the

emotional cost

Does not include loss of

productivity cost

Remember: Don’t let conflict

burn through your profits

Estimated $ Price Tag

(including benefit cost)

Third Degree Conflict

The most painful – and likely to result

in emotional wounds and/or turnover

within 12 months

Examples include:

Anonymous letters written about you or someone in the

practice

Separate Board meetings held without you – diminishing trust

Secret meetings when you are gone on vacation

Management deciding to bring in a consultant to “help”

you – not a collaborative discussion

Probably highly confidential…… yet will involve significantly more

involvement across a multitude of stakeholders

The highest degree of conflict…

Remember: Don’t let conflict

burn through your profits

Estimated $ Price Tag

(including benefit cost)

First Degree Second Degree Third Degree

Ouch!

This is what your organization could invest in… instead

of $’s in conflict cost

Specific examples of how you can better invest your time and $...

First Degree

Estimate of 2 Hours

New copier

Organizational ad

New provider announcement

Employee celebration

Specific examples of how you can better invest your time and $...

Second Degree

Estimate of 10 Hours

New exam tables

Strategic planning retreat

Staff training

Additional staff CME

Specific examples of how you can better invest your time and $...

Third Degree

New provider hire

More $$ per provider

Digital mammogram machine

New or remodeled office

SO... WHAT NOW?

Learn to master conflict

or it will master you!

The key is good governance

Look at every situation from a grounded or balanced point of view (the

“Neutral Zone”)

Be an objective observer – understand the real reason behind the

message

Ask – “how much time do we want to spend on this?”

Respect your adversary

Know when to end the conversation

Don’t lose your CONFIDENCE

Always protect yourself

Have a Strategy Execute Some Tactics

Your contract

GIO or GO

30-60-90 Day Plan

Research: industry best

practices/success stories

Surround yourself with

trusted/inspiring colleagues

Vendors: thank you for

being there for us

Remember to breathe and

IGDS

You are interesting to talk to – you can’t make this stuff up!

You are probably compensated well – and are paid to contribute

You can make great friends for life…who else truly gets you?

Changes in the industry can bring out your creative/innovative side

Bottom line: when it works, you can really make a positive impact

And… Once you’ve lived through a second

or third degree conflict-burn…

… You’ll know that you have made it in

healthcare – and are unstoppable!

Thank You!Joanne D. Stadnik

stadnik@minn.net