Joanne D. Stadnik MMGMA Winter Conference March 2,...
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Joanne D. Stadnik MMGMA Winter Conference March 2, 2016
Transcript of Joanne D. Stadnik MMGMA Winter Conference March 2,...
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!
