Lavorare con i conflitti. Ascolto e mediazione dei conflitti lavorativi nelle aziende sanitarie
| POLITICHE SOCIALI E SERVIZI - 2012 - 1
This paper describes a project of listening and conflict mediation developed jointly by two
healthcare companies in Bologna. The start of this new activity was driven by the assumption
“take care of those who have to take care”. Quality of care relationship is closely related
to organizational climate: better workplace relationship produce better care for citizens and
greater satisfaction for professionals. A group of internal professionals, called “Consiglieri
di Fiducia”, was chosen by companies and trained to listen and manage workplace conflicts.
Conflict mediation, in accordance with the relational-symbolic paradigm, is an essential tool
of their work. The paper evaluate the first year of this experience and the encouraging outcomes
of the 25 cases examined by the Consiglieri in this period.