Conflict in a newly formed quality improvement team, especially over differing priorities, indicates a lack of alignment, typical in the “storming” phase of team development. Effective leadership addresses this by fostering collaboration and consensus.
Option A (Coach the team members to agree on shared goals): This is the correct answer. The NAHQ CPHQ study guide states, “When team members conflict over priorities, the leader should coach them to align on shared goals to unify efforts and resolve disputes” (Domain 3). Agreeing on a common goal, like reducing length of stay, refocuses the team.
Option B (Help the team stay on track): Staying on track is vague and less specific than aligning goals to resolve the conflict.
Option C (Listen to the concerns of team): Listening is important but passive, not directly addressing the need for goal alignment.
Option D (Hold the members accountable to accomplish change): Accountability is premature without first resolving the conflict through shared goals.
CPHQ Objective Reference: Domain 3: Organizational Leadership, Objective 3.2, “Manage team dynamics,” emphasizes coaching for alignment. The NAHQ study guide notes, “Coaching teams to shared goals resolves conflicts and enhances collaboration” (Domain 3).
Rationale: Coaching for shared goals unifies the team, addressing the conflict and aligning with CPHQ’s leadership principles.
[Reference: NAHQ CPHQ Study Guide, Domain 3: Organizational Leadership, Objective 3.2., , , , ]
