Conflict Resolution at General Hospital
Leadership and Organizational behavior- BUS520
November 27, 2011
Discuss the conflict that is occurring at General Hospital.
General Hospital was developed as a non-profit hospital in 1968. In the 1980s, General Hospital had a high success rate with 90% occupancy in rooms. However, with the emergence of greater medical technological advances, General Hospital lagged behind a nearby medical center and lost majority of their parents to the competing hospital. Mike Hammer, CEO of General Hospital, realized General Hospital is in a major financial crisis and could face closing its doors if change does ...view middle of the document...
To replace Boyer, Harding brought in a computerized EKG reading system which she believed would bring in instant results. After installing the system and training the staff the computerized EKG system was put into place. Harding notified Boyer his services as cardiologist were no longer required and Harding went on a one week vacation putting her assistant in charge. (Hellriegel & Slocum, 2011)
The new computerized EKG system presented many problems from the beginning. The new system provided results from patients not at General Hospital, delivered results too late and sometimes results did not show up, also results were labeled with the incorrect patient. The new EKG system frustrated physicians and had many questioning what happened to Dr. Boyer? The medical staff had a meeting the following week to discuss the major issues with the new EKG system. Neither Marge Harding nor Mike Hammer attended the meeting. Instead, Harding sent a message through her assistant notifying the staff the EKG system stays in place. Hammer also avoided the physicians and said the problem will get resolved by Harding. (Hellriegel & Slocum, 2011)
Conflict is defined as, “friction or opposition resulting from actual or perceived differences or incompatibilities” (Businessdictionary.com). (Please use APA and cite your source correctly.)Hellriegel & and Slocum (2011) discuss four levels of conflict in organizations: intrapersonal, interpersonal, intragroup, and intergroup (p. 385). It appears that General Hospital is experiencing intragroup conflict, intergroup conflict, and intrapersonal conflict. Mike Hammer was faced with the issue on how to cut costs at General Hospital so the hospital does not close its doors with the help of its medical staff. Additionally, there was significant intergroup conflict among the critical stakeholders within the hospital preventing the development of a sound resolution to address the pending fiscal crisis. The medical staff was also opposed to Hammer and Harding’s decision making which brought about intragroup conflict.
Discuss the conflict management styles that are evident in the case.
Conflict management is a major skill that every leader should possess for the well being of any organization. Conflict management is not a simple issue resolving technique. It is the process by which a leader should ensure that a positive environment is created after the conflict is resolved and also to keep in track that no negative impacts has been developed among anyone based on this conflict. This positive environment will ensure that the productivity of the people is always high and they are motivated always. Whereas any negative impact will have serious effects on the organization. It could be anything like the change in the behavior of the employees, or reduced productivity or even may increase the attrition rates. Hellriegel & Slocum (2011) identified five conflict-handling styles: forcing, collaborating,...