News and Articles

Successful Strategies in Conflict Resolution for Case Managers

Interpersonal Conflict is a Fact of Life

Arguing peopleInterpersonal conflict is even a healthy part of a relationship since two people can’t expect to agree on everything at all times. But, when conflict is mismanaged, it can easily destroy trust. As a case manager it’s important to develop and grow skills in conflict resolution that improve outcomes and reduce stress for you, your clients, and providers within your health system.

There is an imbalance of knowledge and power that typically characterizes healthcare relationships between professionals and patients, often because the case manager and/or healthcare provider are viewed as “the experts.” This perceived inequality creates vulnerability in a relationship in which trust plays a key role, and trust is at least to some extent, a prerequisite to seeking care. Conflict may also grow between healthcare professionals when poor communication, disagreements, or perceived disrepect are allowed to fester.

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Building Trust with Clients Is Crucial to Effective Care Planning

Relationship Building 101

Case Manager Meeting with PatientCustomers don’t buy from people they don’t trust, and the same is true in healthcare. As a case manager, you have the opportunity to make a significant impact on the level of trust your clients experience within the system, and therefore the outcomes they enjoy. You’re not just providing a service, but building a relationship with the goal of developing trust.

Over the past several years a proliferation of benefit designs and new delivery systems have moved healthcare beyond a traditional brick-and-mortar office, into retail and virtual settings. Consumers now have more choices than ever before.

Since health is one of the most important assets anyone has, it takes trust to allow someone close enough to effect a change. To impact the lives of others, clients have to be able to trust that you have their best interest at heart and will be their advocate.

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4 Steps to Asking the Right Question, the Right Way

Effective Interviewing Techniques are Key for Care Managers

Case manager talking to patientFamed motivational speaker Anthony Robbins hit the nail on the head with this quote on what leads us to life-changing, life-affirming behavior: “The quality of your life is a direct reflection of the quality of the questions you are asking yourself.”

If you’re a care manager, the same principles apply to the quality of questions you ask a chronically ill patient as you develop an effective care plan. In other words, only when you ask the right questions will you get the answers you need.

Asking good questions, however, takes practice and training in strategies like motivational interviewing. You aren’t born with great interviewing skills! A good interviewer can get a patient to reveal information without realizing what was said − significantly helping the healthcare team form a strong plan of care.

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