Summary of Conflict Prevention and Management in Health Care
The majority of studies reviewed in this chapter frame conflict in negative terms, suggesting outcomes such as provider stress and burnout, patient dissatisfaction, and compromised patient care.
Yet studies describing conflict avoidance also present negative outcomes such as increased ambiguity, dissatisfaction, and procedural violations that can put patients at risk. The purpose of this final section was to highlight specific communication skills, communication training programs, and conflict management interventions that not only serve to prevent negative conflict but also assist providers and patients in their ability to voice concerns and manage conflicts in collaborative and productive ways. Communication scholars are actively involved in research that identifies new health care communication strategies and skills, models of training for providers and patients, and systemic interventions. We expect that scholars of health care delivery from all disciplines will seek collaboration with communication scholars, and our field will continue to play a key role in designing and discovering practical interventions for improved health communication and conflict management.
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