MCCF Fall Conference Rochester, NY October 17, 2015 Developing a Culture of Peace in Your Workplace

MCCF Fall ConferenceRochester, NY

October 17, 2015

Developing a Culture of Peace in Your Workplace

ObjectivesDefine the terms peace and conflict.Understand the damage that a “culture of

conflict” can have on an organization and reasons to build a “culture of peace”.

Identify strategies to develop a “culture of peace” at your organization.

Learn strategies to heal and mature as individuals and organizations when conflict does occur and the “culture of peace” is broken.

A special thanks to Peacemaker Ministries for giving us permission to use some of their

resources for this workshop.

Additional information can be found at www.peacemaker.net.

What is peace?

“If possible, so far as it depends on you, live peaceably with all”Romans 12:18 (ESV)

“Peace I leave with you; my peace I give to you.”

Luke 14:27a (ESV)

Scripture:God’s Character –Rom.

15:33, 2 Cor. 13:11, Phil 4:9God’s Blessing – Prov.

16:7, Micah 4:1-4God Commands Peace –

Ps. 34:14, Heb 12:14God’s Covenant is

Described as Peace – Num. 25:12, Mal. 2:5

God Teaches Greeting/Parting in Peace – Judg. 6:23, Luke 7:50.

Sande, K. The Peacemaker. Baker Books, 2004.

Not just the absence of conflict but rather the presence of “unity” – genuine harmony, understanding, and goodwill between people.

What is peace?“Therefore, since we

have been justified by faith, we have peace with God through our Lord Jesus Christ.” Rom. 5:1 (ESV)

“You shall love your neighbor as yourself.” Matt. 22:39b (ESV)

“You keep him in perfect peace whose mind is stayed on you, because he trusts in you.” Isa 26:3 (ESV)


What is conflict?

Four Primary Causes of Conflict:Poor communication leading to misunderstanding.

Joshua 22:10-34Differences in values, goals, gifts, calling, priorities,

expectations, interests, or opinions. Acts 15:39; I Cor. 12:12-31

Competition over limited resourcesGen. 13:1-12

Sinful attitudes and habits that lead to sinful words and actions.James 4:1-2


Differences in opinion or purpose that frustrates someone’s goals or desires.

Is conflict bad?Positive:

“When handled properly, disagreements can stimulate productive dialogue, encourage creativity, promote helpful change, and generally make life more interesting.”

Eph. 4:1-13; Rom.15:7, 14:1-13.

Negative:“When a conflict is the

result of sinful desires or actions that are too serious to be overlooked, we need to avoid the temptation to escape or attack. We need to pursue one of the peacemaking responses to conflict, which can help us get to the root cause of the conflict and restore genuine peace.”

James 4:1-2


Is conflict bad?Problem:

“Now in these days when the disciples were increasing in number, a complaint by the Hellenists arose against the Hebrews because their widows were being neglected in the daily distribution. And the twelve summoned the full number of the disciples and said, ‘It is not right that we should give up preaching the word of God to serve tables.” Acts 6:1-2 (ESV)

Is Conflict Bad?Results of the

conflict in Acts 6:“Therefore,

brothers, pick out from among you seven men of good repute, full of the Spirit and of wisdom, whom we will appoint to this duty.”

Acts 6:3 (ESV)

Conclusion:“And the word of

God continued to increase, and the number of the disciples multiplied greatly in Jerusalem, and a great many of the priests became obedient to the faith.”

Acts 6:7 (ESV)Other Examples: Acts 15 – The Jerusalem Council and I Corinthians 10 – Food Offered to Idols

Why build a culture of peace?

To show our trust in God as the Lord of our lives.

So that we can accomplish our missions.

To transform the communities around us.

To trust and glorify God…“The more you understand God’s love and

power, the easier it is to trust him. And the more you trust him, the easier it is to do his will. This is especially true when you are involved in conflict. If you believe that God is watching over you with perfect love and unlimited power, you will be able to serve him faithfully as a peacemaker, even in the most difficult circumstances.”

Ken Sande in the The Peacemaker 2004

To trust and glorify God…“Oh give thanks to the Lord; call upon his name;

make known his deeds among the peoples!Sing to him, sing praises to him; tell of all his

wondrous works!Glory in his holy name; let the hearts of those who

seek the Lord rejoice!Seek the Lord and his strength; seek his presence

continually!Remember the wondrous works that he has done,

his miracles, and the judgments he uttered.”Psalm 105:1-5 (ESV)

Other Examples: Isaiah 48: 9-11 and Ephesians 1:4-6

To trust and glorify God…Examples from

Scripture:Pharaoh – Ex. 14:4Israel – Ez. 20:14, 2

Sam. 7:23, and 2 King 19:34

Jesus – John 7:18, Matt. 5:16, John 12:27-28 and 14:13.

Believers – Phil. 1:11, 1 Cor. 10:31, Rom. 9:22-23

“God is most glorified in us when we are most satisfied in him.”

John Piper

Piper, J. Let the Nations Be Glad. Baker Books, 1993.

To trust and glorify God…Why is this important?

This is the foundation for our ministry.

Starting with an emphasis on trusting and glorifying God puts conflict into its proper perspective.

Our core values are what guide us when we are working in the “trenches” of an underserved community.

How do our core values influence our success in the workplace?It defines success in

our career.It can provide us with

a framework for understanding poverty.

It gives us the tools to recover and prevent burnout.

It gives us perspective for our daily lives.

How do our core values influence our success in the workplace?

Studies show:1/3 to ½ of physicians meet burnout criteria.Physicians’ job dissatisfaction is likely the most

powerful predictor of “departure”.How doctors perceive their workplace climate

and workload is predicted both by approaches to work and by measures of stress, burnout and satisfaction of medicine.

In one study, differences in approach to work and workplace climate resulted from differences among doctors themselves, as much as they do from differences in working conditions.

McManus, I.C. Stress, burnout and doctors’ attitudes to work are determined by personality and learning style: A twelve year longitudinal study of UK medical graduates. BMC Medicine 2004, 2:29 and A. Nedrow. Physician Resilience and Burnout: Can you make the switch? Family Practice Management. Jan/Feb 2013: 25-30.





To Accomplish Our Missions…

To live out the gospel through healthcare among the poor.



To accomplish our missions we are deliberately placed in a situation of high stress and at risk for conflict.

Thus, we need to be intentional in developing a culture of peace.

What factors make it difficult to accomplish our missions?Lack of

Vision/PurposeInadequate ResourcesComplexity of

PracticeGrants/FundingEMRBillingRegulations

RecruitingStaff SatisfactionConflict

Hart, J.T. The Inverse Care Law. Lancet 1971;i:405-412 and summary accessed at www.isecn.org/2012/11/04/the-inverse-care-law-by-lulian-tudor-hart/.

The Inverse Care LawDescribed in 1971 by physician, Julian

Tudor Hart to explain why patients of lower socio-economic background tended to have poorer health.

“…the better-endowed, better-equipped, better-staffed areas of the [medical] service draw to themselves more and better staff, and more and better equipment, and their superiority is compounded.”

Grabovschi, C. Mapping the concept of vulnerability related to health care disparities: a scoping review. BMC Health Services Research. 2013, 13:94.

The Inverse Care Law

U.S. County Health DisparitiesClinical Care Measure

Least Healthy Most Healthy

Uninsured Adult Rate

19% 15%

Primary Care Physician Ratio

2,129:1 1,491:1

Preventable Hospital Stays (per 1,000 Medicare enrollees)

82.8 57.2

Medicare Diabetic Screening Rate

83% 86%

Medicare Mammography Screening Rate

60% 69%

Lubell, J. Primary Care Access a Key to Health Disparities Among Counties. American Medical News. April 2013.

Mercer, S.W. The Inverse Care Law: Clinical Primary Care Encounters in Deprived and Affluent Areas of Scotland. Ann Fam Med 2007;5:503-510.

Patient Stress Index

Mercer, S.W. The Inverse Care Law: Clinical Primary Care Encounters in Deprived and Affluent Areas of Scotland. Ann Fam Med 2007;5:503-510.

Physician Stress IndexGP Stress Index (scale of 0 - 10):

Consultation for Physical Problems: (P value < 0.001)Most Deprived Areas (3.8) versus Least Deprived Areas (3.3)

Consultations for Psychosocial Problems: (P < 0.001)Most Deprived Areas (3.9) versusLeast Deprived Areas (3.3)

To Accomplish our Missions…Workplace Stress Rating By Source

(Scored 1-5, 1 being least stressful, 5 being most stressful.)

Source of Stress Score

Insufficient Resources for My Patients 3.65

Workload 3.65

Insufficient Resources at My Organization 3.43

Time to Complete Tasks 3.24

A Strong Base of Referral Networks for Patients 3.2

Family Responsibilities/Work-Life Balance 3.13

Turnover in Staff 3.12

Organizational Structure 2.88

Sufficient Team Support to Get My Work Done 2.82

Culturally Appropriate Resources for My Patients

2.53

Hayashi, A.S. Stress and Provider Retention in Underserved Communities. Journal of Health Care for the Poor and Underserved. 20(2009):597-604.





To transform the communities around us…“Live such good lives among the pagans

that, though they accuse you of doing wrong, they may see your good deeds and glorify God on the day he visits us…For it is God’s will that by doing good you should silence the ignorant talk of foolish men…But do this with gentleness and respect, keeping a clear conscience, so that those who speak maliciously against your good behavior in Christ may be ashamed of their slander.

1 Peter 2:12, 15; 3:15b-16 (ESV)

To transform the communities around us…

Social SystemPolitical, economic,Religious, local/global

IndividualBody, mind, soulfeelings, and will

Myers, B.L. Walking with the Poor: Principles and Practices of Transformational Development. Orbis Books, 2011.

Tribes, Nations, World

Poor,Non-PoorCulture

LandWaterAir

A Biblical Framework of Poverty – (and the effect of sin)

To transform the communities around us…“But now in Christ Jesus you who

once were far off have been brought near by the blood of Christ. For he himself is our peace, who has made us both one and has broken down in his flesh the dividing wall of hostility…”

Ephesians 2:13-14 (ESV)


Self

Community

Environment

Others

Social SystemPolitical, economic,Religious, local/global

IndividualBody, mind, soulfeelings, and will

Myers, B.L. Walking with the Poor: Principles and Practices of Transformational Development. Orbis Books, 2011.

Tribes, Nations, World

Poor,Non-PoorCulture

LandWaterAir

A Biblical Framework of Poverty – (and the effect of sin)

or Organization GodGod


Work Conditions•Practice Structure•Workflow (time pressure and pace)•Job Characteristics (work control)•Organizational Culture •Leadership•Policies and Procedures•Patient Interactions

Staff Reactions•Job Satisfaction•Stress•Burnout•Intent to Leave

Patient Care•Satisfaction•Trust•Quality of Life•Quality of Care•Medical Errors

Linzer, M. Working Conditions in Primary Care: Physician Reactions and Care Quality. Ann Intern Med. 2009;151:28-36.

What is the cost of conflict?Lost –

RelationshipsCoworkersFriends PatientsProductivityPatient careProvidersMissionVisionSouls

What is the cost of conflict?To an Organization/Individual –

Chronic unresolved conflict is a decisive factor in 50% of departures.

The turnover cost of an employee is anywhere from 75% to 150% of the annual salary of the employee.

From 42% to 70% of managers time is thought to be spent addressing conflict.

The greater the amount of stress, the greater the likelihood of spending > 10 days off as a result of ill health.

Workers reporting high levels of stress had health care expenditures about 50% greater than non-stressed ones.

The Cost of Conflict. Centre for Conflict Resolution International. Accessed at www.conflictatwork.com/conflict/cost_e.cfm on 4/11/2013.

Where is our hope in the midst of conflict?

Where is our hope…

Where is our hope…“Beloved, we are God’s children now, and

what we will be has not yet appeared; but we know that when he appears we shall be like him, because we shall see him as he is. And everyone who thus hopes in him purifies himself as he is pure.

I John 3:2-3 (ESV)

How do we respond to conflict?


http://www.peacemaker.net/site/c.aqKFLTOBIpH/b.958151/k.5236/The_Slippery_Slope_of_Conflict.htm accessed 5/21/2012

How do we respond to conflict?Escape Responses – “Peace-Faking”

Generally, focused on “me”.Used by people more interested in avoiding

conflict than resolving it.Attack Responses – “Peace-Breaking”

Generally, focused on “you”Used by people more interested in winning a

conflict than preserving the relationship.Peacemaking Responses –

Generally, focused on “us”Personal Peacemaking vs. Assisted

Peacemaking



Concept of “Conflict Management” and a StewardA steward manages in order to

follow his master’s instructions, not for his own pleasure, convenience, or benefit.

See Luke 12:42 and John 12:24-26.

God has given us a management opportunity and empowered us through the gospel with abilities and spiritual resources.


Being a Faithful Steward… Motivated:

Gospel provides motivation but the process will require someone who is inspired to carry it through to completion.

Informed:Understand your Master’s Will through studying God’s Word.

Deut. 29:29 Strengthened:

God provides the strength for peacemaking through the Holy Spirit. 2 Chron. 16:9a.

Dependent:Seek out assistance from the church or other spiritually mature

Christians as needed. 1 Thess. 5:10-11, 2 Tim. 4:3 Faithful:

It does not depend on results but dependent obedience to God. 1 Cor. 4:2, Rom. 12:18.


PAUSE PrincipleA Biblical approach to negotiation may be

summarized in five basic steps:Prepare (pray, get the facts, seek godly counsel,

develop options) Affirm relationships (show genuine concern

and respect for others) Understand interests (identify others'

concerns, desires, needs, limitations, or fears) Search for creative solutions (prayerful

brainstorming) Evaluate options objectively and

reasonably (evaluate, don't argue)http://www.peacemaker.net/site/c.aqKFLTOBIpH/b.958155/k.A1D0/PAUSE_Principle.htm accessed 5/21/2012.

4G’s of Conflict ResolutionGlorify God — How can I

please and honor God in this situation?

Get the Log out of Your Eye — How can I show Jesus’ work in me by taking responsibility for my contribution to this conflict?

Gently Restore — How can I lovingly serve others by helping them take responsibility for their contributions to this conflict?

Go and be reconciled — How can I demonstrate the forgiveness of God and encourage a reasonable solution to this conflict?

“By God's grace, we will apply these principles as a matter of stewardship, realizing that conflict is an assignment, not an accident. We will remember that success in God's eyes is not a matter of specific results, but of faithful, dependent obedience. And we will pray that our service as peacemakers will bring praise to our Lord and lead others to know His infinite love.”http://www.peacemaker.net/site/c.aqKFLTOBIpH/b.958149/k.303A/The_Four_Gs.htm

accessed 5/21/2012

How do we develop a culture of peace?

Begin the process.Implement the plan.Pray throughout.

“Turn away from evil and do good; seek peace and pursue it.”

Psalm 34:14 (ESV)

Begin the process…Take the first step –

Evaluate where you are as an organization from all levels of the organization – front desk, providers, experienced staff, inexperienced staff, nursing, etc.

Research what would be helpful for your organization - Peacemaker Ministries, community resources, etc.

Seek Support from your leadership and a core group.

Discuss among staff what a culture of peace looks like in your organization. This may take considerable time depending on where you start but will pay off significantly in the long run.

How do we develop a culture of peace?

Consider training gifted people within the organization as “reconcilers”.


Implement the plan…Become stewards of peace in your organization.Put into place structures which promote peace

among staff members such as making yourself approachable as leaders or learning how to approach your leader in a supportive way.

Practice as individuals and as an organization by avoiding gossip, praying together, practicing the PAUSE principles and the 4G’s of conflict resolution.

Continue to reevaluate the process on an ongoing basis and forgiving one another when you fail.

Pray throughout the process.

Pray Throughout…“Rejoice in the Lord always; again I will say,

rejoice. Let your reasonableness be known to everyone. The Lord is at hand; do not be anxious about anything, but in everything by prayer and supplication with thanksgiving let your requests be made known to God. And the peace of God, which surpasses all understanding, will guard your hearts and your minds in Christ Jesus.”

Philippians 4:4-7 (ESV)

Developing a Culture of Peace

What is peace and conflict?Why build a culture of peace?

To glorify and trust GodTo accomplish our missionsTo transform the communities

around usWhat is the cost of conflict?Where is our hope in the midst

of conflict?How do we respond to conflict?How do we begin the process?

Questions -

Please contact me for more information:

John Boll, DO, FAAFP740 High Street, Suite 4001

Williamsport, PA [email protected]

Documents

MCCF Fall Conference Rochester, NY October 17, 2015 Developing a Culture of Peace in Your Workplace