BEHAVIORAL SCIENCES - Universitatea de Medicină şi Farmacie

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conflict at the start. As pioneering self-help author Napoleon Hill said: “The most important job is that of learning how to negotiate with others without friction.” Duke Ellington had it right when he said, “A problem is a chance for you to do your best.” To deal with conflict successfully, be concerned about your own outcomes and also the outcomes for the other party. Processes of conflict resolution generally include negotiation, mediation, collaborative law, and arbitration. The salient features of each type are as follows: 1. In negotiation, participation is voluntary and there is no third party who facilitates the resolution process or imposes a resolution. 2. In mediation, there is a third party, a mediator, who facilitates the resolution process (and may even suggest a resolution, typically known as a "mediator's proposal"), but does not impose a resolution on the parties. 3. In collaborative law, each party has an attorney who facilitates the resolution process within specifically contracted terms. The parties reach agreement with support of the attorneys (who are trained in the process) and mutually-agreed experts. No one imposes a resolution on the parties. 4. In arbitration, participation is typically voluntary, and there is a third party who, as a private judge, imposes a resolution. Arbitrations often occur because parties to contracts agree that any future dispute concerning the agreement will be resolved by arbitration. Beyond the peculiarities of each form of conflict resolution there are some common used strategies for conflict solving. Among success strategies for conflict resolution are following directives: Have a high concern for both your own and the other party’s outcomes, and attempt to identify mutually beneficial solutions. Know and take care of yourself. o Understand your perceptual filters, biases, and triggers. o Create a personally-affirming environment for yourself before addressing the conflict (sleep, eat, seek counsel, etc.). Clarify personal needs threatened by the conflict. o Know your substantive, procedural, and psychological needs. o Determine your “desired outcomes” from a negotiated process. 141
Identify a safe place to meet and negotiate. o Arrange an appropriate space for the discussion that is private and neutral. o Gain mutual consent to negotiate and ensure the time is convenient for all parties. o Consider if support people would be beneficial (for example, facilitators, mediators, advocates, etc.). o Agree to ground rules. Take a listening stance. o “Seek first to understand, then to be understood.” o Use active listening skills, and listen loudly. Assert your needs clearly and specifically. o Use “I-messages” as tools for clarification. o Build from what you have heard; continue to listen loudly and actively. Approach the interaction with flexibility. o Identify issues clearly and concisely. o Participate in generating options (brainstorming), while deferring judgment. o Be open and don’t get distracted by “tangents” and other problem definitions. o Clarify criteria for decision-making. Manage impasses with calm, patience, and respectful behavior. o Clarify feelings. o Focus on underlying needs, interests, and concerns. o Take a structured break if needed. Build an agreement that works. o Review “hallmarks” of a good agreement. o Implement and evaluate—live and learn. Using these techniques can improve the outcome of a conflict resolution process for everyone concerned. 7.4. Intercultural Communication We live in multicultural world, in which cultural differences could be and are the source of deep interpersonal, institutional, group and social conflicts. The ways of conflict resolution mentioned above imply communication. How must be the communication process between cultures is a complex question address by Cross-cultural communication 142
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STATE UNIVERSITY OF MEDICINE AND PH
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CZU 316.62+ 316.77 (075.8) G 76 Apr
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6.4 Barriers and Solutions for an E
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1.1. Behavior as a Concept Introduc
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Although it usually emphasizes the
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example of how important the nervou
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in order to satisfy it. The further
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arrangements of ideas accordingly w
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To clarify the concept of emotions,
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we have to mention the concert fact
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3. Maladaptiveness of behavior. Thi
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the information through to the righ
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4. Autism Autism (from the Greek wo
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2. Milliken Mary Elizabeth, Honeycu
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Some of the fundamental characteris
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Sanguine The Sanguine temperament p
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These basic elements he named endom
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Other people were strong in two ele
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The Extreme Mesotonic - Action They
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intent expression. They have a late
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An extravert is energized when arou
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The Introverted Intuition Type - is
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► Exercises and Discussions: a. G
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person separate from other persons
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In relation to the stratification o
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3.3. Health Care as a Social System
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of community health workers who wor
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The scope of practice for a Nurse P
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undergoing minor or intermediate pr
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is cured, then they will all remain
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Obligations: (1) The sick person sh
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transitional. Szasz and Hollender's
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All these approaches mentioned abov
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accurate and as unbiased a manner a
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health care facilities, pharmaceuti
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professional, or they may have few
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users of self-medication are well i
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Communication as understanding: “
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developed his ideas in a 1963 book
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perception, unclear message, social
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The conative function is allocated
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the community. Nowadays Health comm
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• Good communication helps the pa
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The efficiency in accomplishment of
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Metacommunication and Cultural Diff
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