Journal of Medicines Optimisation - Mar 2022

Journal of Medicines Optimisation • Volume 8 • Issue 1 • March 2022 36 Scenario: The customer has asked that we conduct an ad hoc site visit at a short notice to resolve some urgent issues. As the project lead, I was confident we were able to deliver a good quality service to the customer by being flexible and pragmatic during the visit. This was the most appropriate approach to take given the context of the customer’s requests and requirements. I asked the team members of the external organisation to nominate one person to come along with myself to the site. Challenges: Team members from the external organisation wanted to postpone the site visit so that we could clarify the specific requirements of the customer. There were also numerous disputes in how the data collection tool should be completed/ adapted so that it can be used during the site visit. CLIP® tool used: The Thomas-Kilmann Conflict Model I used a mixture of tactics and responses in negotiating a favourable outcome for both organisations. Firstly, I was assertive and adopted the ‘competing’ response to emphasise the need for prompt delivery of the site visits, as agreed with the customer. I declined the prospect of postponing the site visit in a firm manner, stating facts and reasons to support my decision. Then, I adopted the ‘compromising’ approach to negotiate about the data collection tool. I provided reassurance to the team that as they were not satisfied with the contents and format of the tool, we will work together to improve it. I established a Working Group to facilitate this. Finally, I also employed the ‘accommodating’ tactic when during a debate about the format of the tool, the lead from the external organisation was adamant it must be done in a certain way and the debate was getting heated. I decided that maintaining good working relationship with the person is more important than the format of the tool. On this occasion I believed it was important to agree to their request to aid and improve our relationship and trust. I have not used ‘avoiding’ response but have dealt with the situation professionally and with resolution. I have not utilised ‘collaborating’ response because as collaborators we are not yet at a place where this can be realised. Outcomes: The team member was pleased that their opinion was listened to and acted upon. We conducted the site visit as scheduled and our approach during the visit was extremely well received by the site. The customer and other stakeholders also commented that they have found our final report very educational, thorough, and helpful. After the visit, we continued to work on the tool so that it can be used for the subsequent phases of the project. We received positive response from stakeholders who previewed the tool before the actual launch. The tool was published subsequently on schedule. Example 2: Conflict Resolution