Conflict Resolution

A. Doctors addressed the medical problem they created for Linda Kenney during the dispute phase. Kenney had already began to take legal action against the hospital (the claim) when her anesthesiologist took responsibility for the problem and apologized. Further disputes were ended when Kenney dropped her plans to sure the hospital. In Charles Utley’s case the surgeon addressed the medical issue they created in the grievance phase. The surgeon apologized right away before Utley sought a lawyer or filed any claim. Because of the apology, Utley did not seek any legal action against the hospital and the issue was settled out of court.

B. On some level both apologies were successful because legal action was avoided. The apologies were sincere and timely. Kenney felt the apology made her doctor seem like, “a real person.” Utley mentioned that the hospital and his doctor “honored him as a human being.” Both apologies were successful in making both patients feel better and respected. Their problems were addressed and they felt that both hospitals valued them as patients. Both doctors were open and honest with their patients. However, especially in Utley’s case the apologies were not entirely effective because Utley got an undisclosed amount of money from the hospital. Although he doctor’s apology lessened the severity of the dispute, there was still a dispute.

C. There are several factors that determine the effectiveness of an apology. The apology must be sincere, timely, and appropriate. The severity of the dispute also determines the effectiveness of an apology. While an apology might not be enough to settle a dispute about a medical mistake, it might be enough to settle a dispute about a parking space. How he offending party handles the dispute can inhibit the effectiveness of an apology. If the offending party accepts responsibility, an apology will be more effective. Denying responsibility then apologizing is not very authentic and the apology will be less...