Understanding Workplace Conflict
Conflict is a natural and inevitable part of any workplace, arising from differences in priorities, communication styles, or competing resource demands. RHIA candidates should understand that effective HIM leaders do not aim to eliminate conflict entirely but rather to manage it constructively so it does not undermine team performance or morale.
Common Sources of Conflict in HIM Departments
- Disagreements over coding interpretation or documentation adequacy
- Workload distribution disputes among coding or release of information staff
- Interdepartmental friction, such as between HIM and clinical or billing departments
- Resistance to new technology or workflow changes
Conflict Resolution Approaches
The Thomas-Kilmann model identifies five conflict-handling styles: competing, accommodating, avoiding, compromising, and collaborating. Candidates should understand that collaborating, which seeks a solution satisfying all parties' underlying interests, is generally most effective for complex, high-stakes disputes, while other styles may be appropriate for lower-stakes or time-constrained situations.
Steps for Resolving Conflict
- Address the conflict early before it escalates
- Meet with involved parties individually before facilitating a joint discussion
- Focus on the underlying interests and facts rather than personal attacks
- Identify possible solutions collaboratively
- Follow up to confirm the resolution is holding over time
The Manager's Role
HIM managers should remain neutral facilitators rather than taking sides prematurely, and should model calm, respectful communication throughout the process. When conflicts involve policy interpretation, such as a coding dispute, referencing official guidelines and established organizational policy helps depersonalize the disagreement and anchor the resolution in objective standards.
When to Escalate
Some conflicts, particularly those involving harassment, discrimination, or serious policy violations, require immediate escalation to human resources rather than informal resolution attempts by the department manager.
Exam Tips
Expect scenario-based questions asking you to identify the most appropriate conflict-handling style for a given situation and to recognize when a conflict requires escalation beyond informal departmental resolution.