Nurturing Self-Awareness: A Guide to Conflict Resolution
Conflicts are inevitable in any workplace, including dental offices, and I know we have our fair share. However, navigating and resolving these conflicts can significantly impact team dynamics and patient care.
As an office manager, one of the most valuable skills you can impart to your team is self-awareness in conflict resolution. You can encourage a culture of empathy, respect, and effective communication by helping team members better understand themselves and their reactions.
Taking time out of meetings to focus on conflict resolution is always helpful. Once team members know their motivations and feelings, coaching them in conflict resolution is much easier.
Here are three tips to teach your team about self-awareness in conflict resolution.
Encourage Reflection and Self-Analysis
Self-awareness begins with introspection and reflection. Encourage your team members to take the time to reflect on their thoughts, feelings, and reactions during conflicts.
Ask them to consider questions such as:
- What triggered my emotional response during the conflict?
- How did my actions or words contribute to escalating the situation?
- What underlying beliefs or values influenced my perspective on the conflict?
By encouraging self-analysis, team members can gain insights into their behaviors and motivations, leading to greater self-awareness.
Provide opportunities for journaling or group discussions where team members can share their reflections and learn from each other’s experiences.
Practice Active Listening and Empathy
Effective conflict resolution requires understanding our perspectives and empathizing with others.
Teach your team members the importance of active listening—the art of fully engaging with and understanding the perspectives of others without judgment or interruption. Encourage them to:
- Maintain eye contact and open body language to convey attentiveness. Be mindful of facial expressions that may convey unintended tones.
- Paraphrase and summarize the other person’s viewpoint to ensure understanding.
- It is essential to acknowledge and validate the emotions and experiences of others, even if they differ from your own, as everyone’s feelings are valid.
Empathy plays a crucial role in de-escalating conflicts and building rapport with colleagues. Encourage your team members to put themselves in the shoes of others and consider how their words and actions may be perceived. Encouraging empathy creates a supportive environment where team members feel heard, understood, and valued.
Provide Constructive Feedback and Conflict Resolution Skills Training
As a manager, providing your team with the tools and resources they need to navigate conflicts effectively is essential. Offer conflict resolution skills training workshops or seminars where team members can learn techniques for managing conflicts constructively.
- Active listening and effective communication skills
- Assertiveness and conflict resolution strategies
- Negotiation and compromise techniques
- Managing emotions and stress during conflicts
Additionally, provide ongoing feedback and coaching to help team members hone their conflict resolution skills. Encourage a growth mindset where mistakes are viewed as opportunities for learning and improvement.
Equipping your team with the necessary skills and support empowers them to resolve conflicts proactively and collaboratively.
Encouraging self-awareness in conflict resolution is essential for creating a harmonious and productive work environment in your dental office. By encouraging reflection, practicing active listening and empathy, and providing skills training and feedback, you can empower your team to navigate conflicts with professionalism and respect.
Remember, conflict resolution is not about avoiding disagreements but resolving them to strengthen relationships and promote mutual understanding.
As the office manager, investing in your team’s self-awareness and conflict-resolution skills is an investment in your practice’s overall success and well-being.
About the Author
Stephanie Adkins, MAADOM
Stephanie Adkins embarked on her dental career in 1994. Over the years, she has worn many hats—from dental assistant to hygienist and now Director of Operations at O’Shea Dentistry.
Along the way, she has honed her office management skills, earning a Fellowship and Mastership, which has been an incredible opportunity for growth.
