Conflict Resolution & Communication
Joe Wolfensohn
Teacher
Contents
Conflict Resolution & Communication
What is conflict resolution and communication?
- Conflict resolution is the ability to address differences professionally while maintaining teamwork and patient care.
- Handling disagreements or misunderstandings in a respectful and constructive manner.
- It’s about resolving conflict constructively through clear communication, active listening, and finding solutions that prioritise patient needs.
Example:
Navigating disagreements with colleagues, patients, or supervisors without compromising respect or safety.
Why is this important in an SJT context?
- Effective conflict resolution builds trust, prevents escalation, and ensures a positive working environment.
- You’re expected to handle disagreements not only in high-stakes situations (e.g., clinical decisions) but also in day-to-day tensions, such as clarifying misunderstandings or addressing unprofessional behavior.
The GMC’s Good Medical Practice states doctors must "treat colleagues with respect" and "work collaboratively to resolve disagreements". This means listening to others’ views, expressing your own calmly, and escalating issues appropriately when needed. The SJT assesses these principles through scenarios on teamwork, patient interactions, and professional boundaries.
While the SJT is less time-pressured than other UCAT sections (26 minutes for 69 questions), your responses should reflect the GMC’s emphasis on respectful, patient-centered communication.
Key GMC quotes to remember:
"You must encourage a culture where colleagues can raise concerns openly"
"Challenge colleagues if their behavior compromises patient safety"
Tips and Tricks:
In the UCAT SJT, the GMC’s stance deems:
Appropriate actions in conflict resolution:
- Addressing concerns directly but respectfully (e.g., private discussion before escalation).
- Actively listening to all perspectives to understand disagreements fully.
- Prioritizing patient safety in all decisions, even during tensions.
- Escalating professionally if a conflict risks patient care or remains unresolved.
- Apologizing for misunderstandings without defensiveness.
Inappropriate actions:
- Publicly criticising colleagues (undermines teamwork and dignity).
- Avoiding conflict entirely (allows problems to fester, risking patient safety).
- Dismissing others’ views due to hierarchy (e.g., ignoring a junior’s valid concern).
- Blaming individuals instead of solving problems (unconstructive and unprofessional).
- Using aggressive language or tone (violates GMC’s "respect and kindness" principle).
✔ Focus on patient safety – The ultimate priority in any conflict.
✔ Address issues early – Prevent escalation by speaking up respectfully.
✔ Use private discussions – Public confrontations often worsen conflicts.
✔ Avoid blame – Frame concerns as collaborative problem-solving.
✔ Escalate when needed – If unresolved, involve seniors/supervisors.
Question Types in the SJT
1. Appropriateness Questions
"How appropriate is it for [Name] to do this?"
Scale:
- A very appropriate thing to do
- Appropriate but not ideal
- Inappropriate but not awful
- A very inappropriate thing to do
2. Importance Questions
"How important is the following factor when deciding what to do?"
Scale:
- Very Important
- Important
- Of Minor Importance
- Not Important At All
3. Most / Least Appropriate Questions
Three actions:
- Choose the most and least appropriate.
- The third is a null option (neither best nor worst).
Worked Examples
Scenario 1: Most/Least Appropriate Question
A patient angrily accuses a student of misspeaking about their treatment, stressing that they ‘know nothing’.
Difficulty: Easy
Apologise for any confusion and clarify the plan calmly.
Answer:
Most Appropriate
Worked Solution:
Defuses tension while correcting misinformation.
Redirect them to the supervising doctor immediately.
Answer:
Null Option.
Worked Solution:
Avoids engagement but may seem dismissive.
Argue that the patient misunderstood.
Answer:
Least Appropriate.
Worked Solution:
Escalates conflict and could damage the relationship that the patient has with healthcare professionals.
Scenario 2: Appropriateness Question
A student observes two nurses arguing loudly about a patient’s care plan in the corridor. Patients nearby seem uncomfortable.
How appropriate are these responses?
Difficulty: Medium
Politely suggest they continue the discussion in a private area.
Answer:
Very appropriate.
Worked Solution:
Addresses disruption while respecting colleagues.
Report the nurses immediately to their manager without speaking to them.
Answer:
Inappropriate but not awful.
Worked Solution:
Misses out on the opportunity to resolve the situation between themselves first and is an unnecessary escalation of the situation at this stage.
Interrupt by saying their behavior is unprofessional in front of patients.
Answer:
Very inappropriate.
Worked Solution:
Public criticism escalates conflict.
Ignore it, assuming they’ll resolve it themselves.
Answer:
Appropriate but not ideal.
Worked Solution:
Avoids involvement but misses patient discomfort.
Scenario 3: Importance Question
An FY1 disagrees with a consultant’s diagnosis but fears speaking up as they want to remain on their ‘good side.
How important are these factors?
Difficulty: Hard
Patient safety could be affected by the disagreement.
Answer:
Very Important.
Worked Solution:
Overrides all other considerations.
The consultant’s reputation for being dismissive.
Answer:
Important.
Worked Solution:
Influences how to approach but doesn’t justify silence.
The FY1’s lack of seniority.
Answer:
Not Important At All
Worked Solution:
- Hierarchy shouldn’t block patient advocacy.
- The patient’s safety could be in jeopardy if they do not intervene.
Whether the FY1 has evidence to support their concern.
Answer:
Very Important.
Worked Solution:
Constructive challenges require rationale.
Worked Examples Video