GESTION DES CONFLITS A L’HOPITAL GENERAL DE REFERENCE D’IKELA : DE LA CONFRONTATION A LA COOPERATION

ABSTRACT The Ikela General Reference Hospital is a complex organization where various actors (doctors, nurses, and administrators) interact. This diversity gives rise to interpersonal conflicts. The present study shows that the reasons or causes of these conflicts include benefits, strategic positions, failure to respect responsibilities, imposition or work under pressure, and non-payment. It is clear that these conflicts have serious consequences, including a decline in the quality of care, a deterioration in the working environment, strikes, etc. To deal with these conflicts and promote a climate of cooperation, the Ikela General Reference Hospital uses strategies such as negotiation, coercion or force, and arbitration. Healthcare managers and department heads often act as mediators for minor conflicts, while mediation for open conflicts is carried out by a council of elders, promoting open communication. Keywords : Management, Conflict, Hospital and Organisation.