Managing Conflict — Controlling Unwanted Behaviors

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Start Time:12:00 AM
End Time:12:00 AM
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Provided by MHA Health Institute
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Date & Time

Friday, August 4, 2017
10 - 11 a.m.

Register on or before Monday, July 31, to ensure delivery of instructional materials.

MHA members — $225
Nonmembers — $275

The webinar registration fee is for one phone line connection. Additional phone line connections each will be charged a registration fee. Multiple participants on the same connection is encouraged. Get more value by inviting colleagues to join you!

This webinar is being offered at a reduced registration fee to MHA-member hospitals because of a contribution from MHA Management Services Corporation.


department heads, supervisors, human resources, senior leadership, quality improvement/marketing/patient satisfaction departments

The following program content was provided by the speaker.


Today’s manager is challenged by a diverse workforce both in generational differences and in personality styles. These differences and lack of understanding can lead to conflict. In health care, we have a history of avoiding conflict … not dealing with the problem employee. This lack of confrontation is usually caused by a lack of knowledge as to which approach to use with the various types of conflict. In turn, that can lead to increased turnover, lack of productivity and quality of care issues. This webinar will explore why various types of conflict occur and describe the strategies for dealing with each type of conflict.


  • define conflict and the variables that create an environment of conflict
  • name the five styles of conflict practiced by managers
  • describe one strategy that best manages a defined style of conflict
  • list the four phases inherent in the conflict resolution process
  • state two approaches to be used in developing the art of verbal defense
  • list two strategies to manage the out-of-control person
  • describe four of the 10 skill sets for creating a win-win situation in conflict resolution


  • understanding that conflict is part of life; both personally and professionally
  • defining conflict and variables that create an environment of conflict
  • recognizing the 10 most unwanted behavior
  • outcomes resulting from resolved and unresolved conflict
  • defining the five types of responses used to manage conflict
  • recognizing the advantages and disadvantages for each type of responses to conflict
  • exploring the four phases inherent in the conflict resolution process
  • variables to consider in managing conflict resolutions
  • evaluating options available
  • meeting the needs of an employee’s individual personality style
  • employing the art of verbal defense
  • managing the out of control person
  • incorporating the 10 key critical skills for a win/win situation in successful conflict resolution


Barbara Faruggio, M.S., R.N.
Clinical Integration Specialists LLC
Lavallette, N.J.

Barbara Faruggio is a principal of Clinical Integration Specialists LLC, a consulting group offering diverse services in the areas of hospital operations, case management, clinical costing, pathway “revitalization” and outcomes management. Faruggio has more than 20 years of experience as a vice president for patient care services in a variety of settings. Her responsibilities included the development of a home health department, geriatric service line and a clinical costing system. Later, as a nursing executive of an integrated system which included 1,000 acute care beds, three long-term care facilities, and a 130-bed, free-standing behavioral health center, Faruggio focused on the development of inter-facility clinical guidelines and staff relationships.