APPROACHES TO INCREASE THE HEALTH MANAGER’S COMPETENCE TO RESOLVE CONFLICTS
In the overall health system there are a number of conflicts, but in this paper's research interest focuses on the management approaches to resolve them. The presence of conflicts environment in medical institutions reflect negatively on professional satisfaction and motivation as the main characteristics defining the organizational behavior of staff and the level of managerial competence. Studying their concrete manifestation provides opportunities for effective management in order to improve quality of care. Based on self-conducted survey among 92 health managers and 441 people from hospital staff in Bulgaria and on a study good experience in conflictology we developed conceptual model to increase competence of health manager to resolve and manage conflicts. Following this are presented the basic ideas and guidance of modular training program to support the practical implementation of this concept. Evidence of the need to establish a system to resolve and manage conflicts is not only a saving of resources (financial, time and human), but a similar system in most cases restricts the conflict and reduces the risk of potential development time and its escalation. It is obviously that the program will require from the participants to acquire new learning and practical knowledge and skills that enable them to undertake development in their own potential and direct it in a direction corresponding to both their personal interests and objectives of the health organization. We recommend discussion using educational presentation and interactive activities. The training is based on the "learning experience" and the sessions using various interactive techniques: role playing, group discussions, exercises, video behavior analysis and more. Interactive methods put participants in a situation of constant discussion, allow expression of personal opinions, and imply the use of continuous feedback. Substantial reserves are offered with informal processes and episodic learning in the workplace and their combination with formal education. The distance between learning process and practice is overcame using innovative experiential learning approach. Based on the made evaluations and on specific requirements and needs for professional development of health managers, the created modular training program give new meaning to academic bachelor and master programs in healthcare management. Accumulation of specific information about the conflict and its mechanisms of occurrence, development and management allow to reach scientific and practical knowledge of interpersonal relationships and the application of preventive management approaches. The requirements for the development of managers in the health care system are directly related to the ongoing reform and the need to adopt new organizational values, requiring a new management style, skills and attitudes to work. Implementation of programs for the development of management competencies in healthcare is something without which the health reform cannot be implemented successfully, no matter how good are our doctors, professionals in their narrow specialties. Hence the problem - expertise in health management becomes a strategic task for the management of resources, not just for their redistribution. Such skills are achieved primarily through education and learning through experience.
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