At the centre of all conflicts are basic human needs. Conflict occurs because our needs are unmet or because our needs are inconsistent with or in opposition to the needs of others.8
One of the first steps in helping health care professionals to manage conflict is to remind them that conflict is normal and common. Once we understand that conflict is natural, the next step is to look at where conflict comes from to better appreciate how we might start the process of resolving them.
Conflict arises from a clash of perceptions, goals or values in an area where people care about the outcome. The breeding ground for conflict may lie in confusion about or disagreement with a common purpose and how to achieve it while also achieving individual goals. In addition, and in health care particularly, the competition for limited (internal and external) resources as well as the interdependency of health care professionals feeds the development of conflict.2
Our ability to accomplish our goals and objectives depends on the cooperation and assistance of others, which increases the opportunity for conflict. In health care, no one can do their job without the input of someone else. When the other person is late, has different priorities, misunderstands directions, challenges our decisions or values outcome over process, conflict is created. Recognizing and addressing the factors that give rise to the potential for conflict can have a positive impact on the health care working environment.