CONFRONTATION

Edited by

Abdalla Ibrahim

MSc MCH, MSc FMH, M.B.Ch.B

October 2010

Editor:

Abdalla Ibrahim Certified Healthcare Surveyor and Accreditation Specialist

Family Doctor Specialist

Primary Health Care, Ministry of Health, Bahrain

Qualification:

MSc Mother and Child Health, University College London, UK

MSc Family Medicine and Health, Menofiya University, Egypt

Bacheolar of Medicine and General Surgery, Alexandria University, Egypt

Contact :

Email: abdallaibrahim@hotmail.com

Mobile +973 390 428 59

Managemnt Skills By: Abdalla Ibrahim

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Agenda

– Definition

– Successful Confrontation

– To Confront or Not to Confront

– Confrontation Strategy

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Definition

• A face-to-face discussion

between two parties with a

desired Outcome of change in

the behavior of the confronted

party

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Definition

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Direct Expression of one’s view

(thoughts and feelings) of the

conflict situation and an Invitation

of the other party to express

his/her views

Successful Confrontation:

Diplomats, Leaders, Winners

Leads to:

* Resolution to the problem

•* Improve relationship

•* Effective outcome

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Reasons for Not Confronting

• Fear of rejection

• Fear of consequences

• Fear of hurting feelings

• Fear of losing control

• Unsure of rights

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Not Confronting Leads to:

• Uncontrolled explosion

• False sense of success

• Constant complaining to the

wrong people!

• Avoidance of situations

• Emotional wounds

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Unskilled Confronting Leads to:

Denial in forms of:

– No problem

– it’s OK.

– Stress: Ulcers+

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Confrontation Strategy

• Before: Look Inwards

• During: Respect

• After: Action

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Before Confronting

Define the issue

– What is upsetting you?

– What are the consequences of

the problem?

– What are your expectations?

– What needs to change? Why?

How?

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While Confronting:

• Safety First

– Appropriate time and place

– One-to-one

– Be calm and respectful

– Do not threaten, do not attack

– Establish mutual conversation

– Watch your body language

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While Confronting

Guideline

– Communicate openly and

directly “just the facts”

– Focus on the problem, not the

person

“Hate the sin, love the sinner”

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While Confronting:

Present the problem

– Use “I” instead of “You”

– Use your communication skills:

* Eye contact

•* Body language

•* Listen, listen, listen

– Confirm understanding

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After Confronting: Action

• Agreement

– Who does what

– By when

– Next checkpoint

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Any Q?

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References and Further Reading

• Confrontation Skills: A Valuable Tool for Project Teams; Marc Zubrzycki, PMP

• Crucial Confrontations; Kerry Patterson, Joseph

Grenny, Ron McMillan, Al Switzler; McGraw-Hill

• The Art of Constructive Confrontation; John

Hoover, Roger P. DiSilvestro; John Wiley & Sons

• The Power of Positive Confrontation;

Barbara Pachter; Marlowe and Company

• Handling Verbal Confrontation, Robert V.

Gerard, PhD.; Oughten House Foundation

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