As an independent community pharmacy manager or owner, you take on many roles in your pharmacy. One of your most challenging roles is likely being a mediator when conflict arises between employees at your pharmacy.
You can take steps to minimize the causes of conflict, but it’s unlikely that you’ll be able to eliminate disagreements completely. Resolving conflict quickly and smoothly is key to moving on from issues that distract you from helping patients and growing your business.
Here are the characteristics of a good mediator. Cultivate these qualities so you can successfully and promptly resolve any issues that may arise in your pharmacy.
Be a good listener
Listening is key to being a good mediator. Work on your active listening skills, such as leaning forward, maintaining eye contact and nodding your head. Use your body language to show that you’re engaged in the conversation.
Make sure you’re listening to both sides, and trying to understand everyone’s point of view. Remember, as a mediator, you’re not there to express your opinion. You’re there to help two conflicting sides reach a resolution. To do that, you have to start by understanding the problem, and how both sides view the situation.
Ask questions
Mediators should ask questions to clarify, and try to isolate the root cause of the issue.
Don’t be afraid to ask your tech to explain her view, give you examples of the conflict, or clarify what she means. Asking smart, targeted questions can help both sides understand each other’s perspective and resolve the issue quicker.
Stay calm
When talking about a conflict, tensions can rise. As a mediator, it’s your job to help keep everyone calm.
Maintaining a calm attitude and a soothing tone of voice can help deescalate emotions and keep everyone relaxed. Remaining composed, even if others get riled up, can help establish your credibility. Plus, staying calm helps keep the conversation productive, so you can work toward a resolution rather than getting distracted by emotions.
Persevere until you find a resolution
Mediators have to persevere in the face of adversity. One or both parties might want to quit or dig into their point of view during the mediation. Good mediators will encourage both parties to keep working toward a resolution.
As a mediator, you’re the one who has to keep the parties at the table and encourage them to work through their issues.
Focus on consensus
The best mediators walk into every situation with only one goal in mind—finding a solution.
Start by building a consensus on common issues, such as establishing the facts of the disagreement. Then, you can work toward building an agreement that will resolve the issue.
While both people in mediation will be focused on presenting their sides, your focus as a mediator has to be on creating a consensus. Don’t determine guilt, place blame or decide who wins the argument.
Remain unbiased
One key characteristic of a mediator is the ability to remain neutral.
Remaining impartial can be difficult, especially when the disagreement is between your coworkers, who you likely know well and care about. But to create a solution that benefits all parties, including your pharmacy business, you must remain unbiased.
Establish your objectivity by listening to both sides, playing devil’s advocate to help each side understand the other, and offering suggestions that create a compromise, rather than pushing one side to concede to the other.
Follow our series!
Stay up-to-date with the latest from our series on pharmacy management. Learn how you can manage your pharmacy more efficiently, reduce conflict in the workplace and get the most out of each of your employees with our series on pharmacy management. Each installment discusses a different aspect of pharmacy management, its challenges and tips that you can use in your own pharmacy to manage your business more effectively.
Pharmacy Management Series Part 1: Common Causes of Workplace Conflict
Pharmacy Management Series Part 2: How to Be a Mediator
Pharmacy Management Series Part 3: How to Transform Your Staff Into a Team
Pharmacy Management Series Part 4: How to Get the Most Out of Your Employees
Pharmacy Management Series Part 5: The Skills You Need to be a Great Pharmacy Manager
