Case Study

The CLEAR Method for Transforming Conflict: Case Study Application

Background

In this healthcare organization, tensions between an Office Manager and a Cardiologist threatened their roles and team dynamics. The conflict, rooted in direct and abrupt communication styles, led to frustration and a potential departure from the organization. The goal was to retain these key team members while fostering a healthier work environment.

Application of the CLEAR Method:

Connect

2. Listen

3. Explore

4. Align

5. Resolve

Purpose

Create a respectful and open space for both parties to feel heard.

Implementation

Acknowledge the shared goal of resolving the conflict collaboratively.
Both the Office Manager and Cardiologist were affirmed for their willingness to engage in the process.
Example statement: "Thank you both for being open to working through this. Let's ensure we understand each other fully."

Purpose

Fully hear and reflect the narratives of both parties.

Implementation

Step 1: The Office Manager shared her perspective uninterrupted.
Step 2: The Cardiologist summarized the Office Manager’s viewpoint to ensure alignment.
Step 3: The Cardiologist shared their perspective, and the Office Manager reflected it.
Example question: "Can you summarize what [Person A] just shared to ensure we’re all aligned?"

Purpose

Break down the conflict into manageable parts.

Implementation

Identified key issues raised, including communication styles, misalignment of expectations, and emotional responses.
Topics discussed: Miscommunication, resource distribution, and unclear expectations.
The issues were listed and prioritized:
- Communication approach
- Role clarity
- Emotional responses
Example: "From what you've both shared, here are the key topics: communication styles, expectations, and the emotional impact of your interactions. Is there anything else we should address?"

Purpose

Collaboratively generate solutions and find common ground.

Implementation

Solutions brainstormed:
- Adjusting communication styles for clarity and respect.
- Setting clear expectations around roles and responsibilities.
- Scheduling regular check-ins to address ongoing concerns.
Narrowed to one actionable option: redefining communication guidelines for team interactions.
Example: "What are some possible solutions to address communication styles?"

Purpose

Create a concrete plan with accountability.

Implementation

Developed a Joint Development Action Plan (JDAP) with clear actions, responsibilities, and deadlines.
Tasks were assigned, with follow-up scheduled for evaluation.
Example: "Let’s agree on a time next month to check in and review how the plan is working."
Follow-up meeting set in two weeks to review progress.

Purpose

Create a respectful and open space for both parties to feel heard.

Implementation

Acknowledge the shared goal of resolving the conflict collaboratively.
Both the Office Manager and Cardiologist were affirmed for their willingness to engage in the process.
Example statement: "Thank you both for being open to working through this. Let's ensure we understand each other fully."

Purpose

Fully hear and reflect the narratives of both parties.

Implementation

Step 1: The Office Manager shared her perspective uninterrupted.
Step 2: The Cardiologist summarized the Office Manager’s viewpoint to ensure alignment.
Step 3: The Cardiologist shared their perspective, and the Office Manager reflected it.
Example question: "Can you summarize what [Person A] just shared to ensure we’re all aligned?"

Purpose

Break down the conflict into manageable parts.

Implementation

Identified key issues raised, including communication styles, misalignment of expectations, and emotional responses.
Topics discussed: Miscommunication, resource distribution, and unclear expectations.
The issues were listed and prioritized:
- Communication approach
- Role clarity
- Emotional responses
Example: "From what you've both shared, here are the key topics: communication styles, expectations, and the emotional impact of your interactions. Is there anything else we should address?"

Purpose

Collaboratively generate solutions and find common ground.

Implementation

Solutions brainstormed:
- Adjusting communication styles for clarity and respect.
- Setting clear expectations around roles and responsibilities.
- Scheduling regular check-ins to address ongoing concerns.
Narrowed to one actionable option: redefining communication guidelines for team interactions.
Example: "What are some possible solutions to address communication styles?"

Purpose

Create a concrete plan with accountability.

Implementation

Developed a Joint Development Action Plan (JDAP) with clear actions, responsibilities, and deadlines.
Tasks were assigned, with follow-up scheduled for evaluation.
Example: "Let’s agree on a time next month to check in and review how the plan is working."
Follow-up meeting set in two weeks to review progress.

By applying the CLEAR Method, the organization successfully transformed conflict into a collaborative solution, enhancing communication, fostering respect, and ensuring retention of both employees. The structured approach facilitated understanding and sustainable change, benefiting both individuals and the broader team dynamic.