COMMUNICABLE COMPETENCE AND MANAGEMENT OF CONFLICTS IN THE HEALTH MANAGER'S ACTIVITY

Abstract

Every organization in which people interact has potential for conflict. Health institutions include many interacting groups and teams that can be a source of conflict. In most cases the root of all problems lie in a broken or bad communication. A classic option for a conflict situation is the lack of feedback between the superiors /managers/ and the inferiors /executives/. When there is no dialogue between the levels in the hierarchy, solving even a minor conflict is really a difficult task. There are still not many health organizations in our country where there is an awareness of the enormous role of the proper implementation of the internal communications in order to achieve efficiency. The failure of a constructive tackling of conflicts destroys relationships rather more than their existence. This fact shows the need for preventive measures and clever conflict management. Own studies among 313 healthcare managers and 1171 health professionals from the hospital care in Bulgaria indicate the needful behavioral competencies necessary for the effective implementation of the managerial functions at operational and team level in healthcare practice.Methods used: documentary method - national and European documents have been studied; survey method - direct survey; semi-structured interview; statistical methods. The results show that on the first place, among the leadership skills, respondents put communicative skills, followed by skills to plan, set targets and set up a team. Leadership in the work of the health manager is a responsibility that involves developing and directing the full potential of people, teams and organizations. An important part of this process is the ability to resolve conflicts. The management style of the manager determines to a great extent how the problems will be solved (or deepened). Their timely and effective resolution is essential for improving the microclimate in the health care facility and achieving higher results. Conflict behavior is а result of the personal attitude and the requirements of the situation. Styles are a reflection of personal beliefs, values, and motives that form conflict behavior in a certain, sequential direction.An effective health manager is able to use varied approaches according to differences and to choose a specific approach based on the diagnostic self-knowledge and understanding of the factors he faces. The successful conflict management techniques are based on the importance of communication, persistent dialogue, disciplinary measures and control. There is no doubt that the success of the health manager and the medical establishment depends on such personal qualities as: communication skills, motivation, personal responsibility, leadership, trusting relationships. The more effective internal communications, the more successful the organization itself is. An effective approach to reducing conflicts in the organization - both interpersonal and intergroup – is the building of a unique culture at the healthcare institution that facilitates the development of naturally occurring processes and affirms the ethical side of behavior and communication.