Conflict Resolution at General Hospital
Leadership and Organizational Behavior – BUS 520
Dr. Kevin Williams
November 22, 2011
1. Discuss the conflict that is occurring at General Hospital.
Conflict is a process in which one party perceives that its interests are being opposed or negatively affected by another party (Hellriegel/Slocum, 2011). The conflict occurring at General Hospital stems from competition coming from the nearby state-of-the-art medical center. General Hospital’s inability to compete with the medical center has resulted in their patient occupancy to drop from 90 percent to 65 percent. It has also resulted in a lost of revenue ...view middle of the document...
There are many conflict-handling styles presented within the case. Mr. Hammer used the Collaborating style in the past with two different approaches to control costs at General Hospital. In using the collaborating style he was rejected by Dr. Williams and the physicians when attempting to initiate such suggestions. The compromising style seemed to be used when Mr. Hammer hired a consultant who studied the situation and recommended a formal comprehensive cost containment program. However, the hospital’s board of trustees failed to support the program because Dr. Williams felt like Mr. Hammer was asking for a vast change therefore he refused to bargain.
After Mr. Hammer has failed at several attempts to control physician-driven costs at General Hospital he realized a more a rigorous attempt at cost control would stand a better chance at success. He then articulated his plan to Ms. Harding who puts a plan into action and that is when the avoiding style conflict began. As the conflict ensues, Mr. Hammer says that he was very busy and that hopefully, the problem would get resolved by those directly involved. In addition, when the medical staff requested to meet with Ms. Harding to discuss the problems which had been caused by her new procedures she refused.
The forcing style of conflict begins when Ms. Harding would replace Dr. Boyer with the computerized EKG interpretation service by sending him a letter notifying him that his services were no longer needed from the hospital.
3. Discuss how General Hospital could have used teams to address the costs reductions needed to stay competitive.
A team is a small number of employees with complementary competencies who are committed to common performance goals and working relationships for which they hold themselves mutually accountable (Hellriegel/Slocum, 2011). General Hospital could have used teams to address the costs reductions needed to stay competitive by creating teams to deal with costs control. Each individual team could develop ideas to control physician-driven costs. The researcher suggests that team members be diverse. Each team should include medical staff, the hospital’s board of trustees, and management. This will allow each team member’s opinion to be expressed and each member would have a say in the decisions made that ultimately will allow the hospital to compete with the nearby medical center. Currently, General hospital isn’t...