醫療單位之組織衝突管理探討

Discussion of the Management of Organizational Conflict among Medical Subunits

10.30027/CJOM.200810.0006

葉慶輝(Ching-Hui Yeh)；吳香錡(Hsiang-Chi Wu)；葉淑娟(Shu-Chuan Yeh)；郭泰宏(Thai-Hung Kuo)

衝突 ； 衝突管理 ； conflict ； conflict management

中華職業醫學雜誌

15卷4期（2008 / 10 / 01）

311 - 321

繁體中文

衝突是組織中無法避免的現象，健康照護體系中同樣也存在各種衝突。當面臨各種衝突情境時，醫院相關主管階層應清楚各種衝突的處理策略，才能做出有效的衝突管理。此外主管對於衝突不應完全視為洪水猛獸，避之惟恐不及，必要時引進適當的衝突或許也能提昇組織績效。本文由情境案例導入，探討衝突管理相關文獻及相關衝突的定義、觀點演進、來源、類型、過程、衝突管理策略分析、協商與文化差異與衝突對組織績效之影響，藉以提供醫院相關主管瞭解和正確診斷衝突，並且能運用衝突管理的技巧，以提昇醫療照護品質和績效。

Conflict is an inevitable phenomenon in the organizations, and various conflicts exist in the health care system as well. While facing different kinds of conflicts, the related hierarchical directors in the hospital must understand various strategies to the organizational conflicts, thereby managing the conflicts effectively. Besides, administrators shouldn’t view conflict as threat or avoid it completely; sometimes it's necessary to create proper conflicts in order to increase performance among organizations. With the introduction of the scenario and literatures review, the article discusses the conflict management, its definition, transitions of viewpoints, sources, types, process, management strategies, negotiation, cultural differences and effects of conflict on organizational performance. With the review, we hope the article could assist the related directors in the hospital to understand and diagnosis conflicts correctly, and use skills of conflict management to elevate the quality and performance of medical care.

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