Developing a Culture of Peace in
Your Workplace
MCCF Fall Conference
Rochester, NY
October 17, 2015
Objectives
 Define the terms peace and conflict.
 Understand the damage that a “culture of conflict” can have on an
organization and reasons to build a “culture of peace”.
 Identify strategies to develop a “culture of peace” at your
organization.
 Learn strategies to heal and mature as individuals and
organizations when conflict does occur and the “culture of peace”
is broken.
A special thanks to Peacemaker Ministries for giving us permission to
use some of their resources for this workshop.
Additional information can be found at
www.peacemaker.net.
What is peace?
Not just the absence of conflict but
rather the presence of “unity” –
genuine harmony, understanding,
and goodwill between people.
 “If possible, so far as it
depends on you, live
peaceably with all”
 Romans 12:18 (ESV)
 “Peace I leave with you; my
peace I give to you.”
 Luke 14:27a (ESV)
Sande, K. The Peacemaker. Baker Books, 2004.
 Scripture:
 God’s Character –Rom. 15:33, 2




Cor. 13:11, Phil 4:9
God’s Blessing – Prov. 16:7,
Micah 4:1-4
God Commands Peace –Ps.
34:14, Heb 12:14
God’s Covenant is Described
as Peace – Num. 25:12, Mal. 2:5
God Teaches Greeting/Parting
in Peace – Judg. 6:23, Luke 7:50.
What is peace?
 “Therefore, since we have
God
Others
Yourself
Sande, K. The Peacemaker. Baker Books, 2004.
been justified by faith, we
have peace with God through
our Lord Jesus Christ.” Rom.
5:1 (ESV)
 “You shall love your neighbor
as yourself.” Matt. 22:39b
(ESV)
 “You keep him in perfect
peace whose mind is stayed
on you, because he trusts in
you.” Isa 26:3 (ESV)
What is conflict?
Differences in opinion or purpose that
frustrates someone’s goals or desires.
 Four Primary Causes of Conflict:
 Poor communication leading to misunderstanding.
 Joshua 22:10-34
 Differences in values, goals, gifts, calling, priorities, expectations, interests, or
opinions.
 Acts 15:39; I Cor. 12:12-31
 Competition over limited resources
 Gen. 13:1-12
 Sinful attitudes and habits that lead to sinful words and actions.
 James 4:1-2
Sande, K. The Peacemaker. Baker Books, 2004.
Is conflict bad?
 Positive:
 “When handled properly,
disagreements can
stimulate productive
dialogue, encourage
creativity, promote helpful
change, and generally make
life more interesting.”
 Eph. 4:1-13; Rom.15:7,
14:1-13.
Sande, K. The Peacemaker. Baker Books, 2004.
 Negative:
 “When a conflict is the result of
sinful desires or actions that are
too serious to be overlooked, we
need to avoid the temptation to
escape or attack. We need to
pursue one of the peacemaking
responses to conflict, which can
help us get to the root cause of
the conflict and restore genuine
peace.”
 James 4:1-2
Is conflict bad?
 Problem:
 “Now in these days when the disciples
were increasing in number, a complaint
by the Hellenists arose against the
Hebrews because their widows were
being neglected in the daily distribution.
And the twelve summoned the full
number of the disciples and said, ‘It is
not right that we should give up
preaching the word of God to serve
tables.” Acts 6:1-2 (ESV)
Is Conflict Bad?
 Results of the conflict in
Acts 6:
 “Therefore, brothers, pick
out from among you seven
men of good repute, full of
the Spirit and of wisdom,
whom we will appoint to
this duty.”
 Acts 6:3 (ESV)
 Conclusion:
 “And the word of God
continued to increase, and the
number of the disciples
multiplied greatly in
Jerusalem, and a great many
of the priests became
obedient to the faith.”
 Acts 6:7 (ESV)
Other Examples: Acts 15 – The Jerusalem Council and
I Corinthians 10 – Food Offered to Idols
Why build a culture of peace?
 To show our trust in God as
the Lord of our lives.
 So that we can accomplish our
missions.
 To transform the
communities around us.
To trust and glorify God…
 “The more you understand God’s love and power, the easier
it is to trust him. And the more you trust him, the easier it is
to do his will. This is especially true when you are involved
in conflict. If you believe that God is watching over you
with perfect love and unlimited power, you will be able to
serve him faithfully as a peacemaker, even in the most
difficult circumstances.”
 Ken Sande in the The Peacemaker 2004
To trust and glorify God…
“Oh give thanks to the Lord; call upon his name; make known
his deeds among the peoples!
Sing to him, sing praises to him; tell of all his wondrous works!
Glory in his holy name; let the hearts of those who seek the
Lord rejoice!
Seek the Lord and his strength; seek his presence continually!
Remember the wondrous works that he has done, his miracles,
and the judgments he uttered.”
Psalm 105:1-5 (ESV)
Other Examples: Isaiah 48: 9-11 and Ephesians 1:4-6
To trust and glorify God…
 Examples from Scripture:
 Pharaoh – Ex. 14:4
 Israel – Ez. 20:14, 2 Sam.
7:23, and 2 King 19:34
 Jesus – John 7:18, Matt.
5:16, John 12:27-28 and
14:13.
 Believers – Phil. 1:11, 1
Cor. 10:31, Rom. 9:22-23
 “God is most glorified
in us when we are
most satisfied in him.”
Piper, J. Let the Nations Be Glad. Baker Books, 1993.
John Piper
To trust and glorify God…
 Why is this important?
 This is the foundation for our
ministry.
 Starting with an emphasis on
trusting and glorifying God puts
conflict into its proper
perspective.
 Our core values are what guide us
when we are working in the
“trenches” of an underserved
community.
How do our core values influence our
success in the workplace?
 It defines success in our
career.
 It can provide us with a
framework for
understanding poverty.
 It gives us the tools to
recover and prevent
burnout.
 It gives us perspective for
our daily lives.
How do our core values influence our
success in the workplace?
 Studies show:
 1/3 to ½ of physicians meet burnout criteria.
 Physicians’ job dissatisfaction is likely the most powerful predictor
of “departure”.
 How doctors perceive their workplace climate and workload is
predicted both by approaches to work and by measures of stress,
burnout and satisfaction of medicine.
 In one study, differences in approach to work and workplace climate
resulted from differences among doctors themselves, as much as
they do from differences in working conditions.
McManus, I.C. Stress, burnout and doctors’ attitudes to work are determined by personality and learning style: A
twelve year longitudinal study of UK medical graduates. BMC Medicine 2004, 2:29 and A. Nedrow. Physician
Resilience and Burnout: Can you make the switch? Family Practice Management. Jan/Feb 2013: 25-30.
Why build a culture of peace?
 To show our trust in God as
the Lord of our lives.
 So that we can accomplish our
missions.
 To transform the
communities around us.
To Accomplish Our Missions…
To live out the gospel through healthcare
among the poor.
To Accomplish Our Missions…
To Accomplish Our Missions…
 To accomplish our missions
we are deliberately placed
in a situation of high stress
and at risk for conflict.
 Thus, we need to be
intentional in developing a
culture of peace.
What factors make it difficult to
accomplish our missions?
 Lack of Vision/Purpose
 Inadequate Resources
 Complexity of Practice
 Grants/Funding
 EMR
 Billing
 Regulations
 Recruiting
 Staff Satisfaction
 Conflict
The Inverse Care Law
 Described in 1971 by physician, Julian Tudor Hart to explain
why patients of lower socio-economic background tended to
have poorer health.
 “…the better-endowed, better-equipped, better-staffed areas
of the [medical] service draw to themselves more and better
staff, and more and better equipment, and their superiority is
compounded.”
Hart, J.T. The Inverse Care Law. Lancet 1971;i:405-412 and summary accessed at
www.isecn.org/2012/11/04/the-inverse-care-law-by-lulian-tudor-hart/.
The Inverse Care Law
Grabovschi, C. Mapping the concept of vulnerability related to health care disparities: a scoping review. BMC
Health Services Research. 2013, 13:94.
U.S. County Health Disparities
Clinical Care Measure
Least Healthy
Most Healthy
Uninsured Adult Rate
19%
15%
Primary Care Physician
Ratio
2,129:1
1,491:1
Preventable Hospital Stays
(per 1,000 Medicare
enrollees)
82.8
57.2
Medicare Diabetic
Screening Rate
83%
86%
Medicare Mammography
Screening Rate
60%
69%
Lubell, J. Primary Care Access a Key to Health Disparities Among Counties. American Medical News. April
2013.
Patient Stress Index
Mercer, S.W. The Inverse Care Law: Clinical Primary Care Encounters in Deprived and Affluent Areas of
Scotland. Ann Fam Med 2007;5:503-510.
Physician Stress Index
 GP Stress Index (scale of 0 - 10):
 Consultation for Physical Problems: (P value < 0.001)
 Most Deprived Areas (3.8) versus
 Least Deprived Areas (3.3)
 Consultations for Psychosocial Problems: (P < 0.001)
 Most Deprived Areas (3.9) versus
 Least Deprived Areas (3.3)
Mercer, S.W. The Inverse Care Law: Clinical Primary Care Encounters in Deprived and Affluent Areas of
Scotland. Ann Fam Med 2007;5:503-510.
To Accomplish our Missions…
 Workplace Stress Rating By Source
 (Scored 1-5, 1 being least stressful, 5 being most stressful.)
Source of Stress
Score
Insufficient Resources for My Patients
3.65
Workload
3.65
Insufficient Resources at My Organization
3.43
Time to Complete Tasks
3.24
A Strong Base of Referral Networks for Patients
3.2
Family Responsibilities/Work-Life Balance
3.13
Turnover in Staff
3.12
Organizational Structure
2.88
Sufficient Team Support to Get My Work Done
2.82
Culturally Appropriate Resources for My Patients
2.53
Hayashi, A.S. Stress and Provider Retention in Underserved Communities. Journal of Health Care for the Poor and
Underserved. 20(2009):597-604.
Why build a culture of peace?
 To show our trust in God as
the Lord of our lives.
 So that we can accomplish our
missions.
 To transform the
communities around us.
To transform the communities around
us…
 “Live such good lives among the pagans that, though they
accuse you of doing wrong, they may see your good deeds
and glorify God on the day he visits us…For it is God’s will
that by doing good you should silence the ignorant talk of
foolish men…But do this with gentleness and respect,
keeping a clear conscience, so that those who speak
maliciously against your good behavior in Christ may be
ashamed of their slander.
 1 Peter 2:12, 15; 3:15b-16 (ESV)
To transform the communities around
us…
A Biblical Framework of Poverty – (and
the effect of sin)
God
Social System
Body, mind, soul
feelings, and will
Political, economic,
Religious, local/global
Tribes,
Nations,
World
Individual
Others
Self
Environment
Community
Poor,
Non-Poor
Culture
Land
Water
Air
Myers, B.L. Walking with the Poor: Principles and Practices of Transformational Development. Orbis Books, 2011.
To transform the communities around
us…
 “But now in Christ Jesus you who once were far
off have been brought near by the blood of Christ.
For he himself is our peace, who has made us
both one and has broken down in his flesh the
dividing wall of hostility…”
Ephesians 2:13-14 (ESV)
To transform the communities around
us…
A Biblical Framework of Poverty – (and
the effect of sin)
God
God
Individual
Social System
Body, mind, soul
feelings, and will
Political, economic,
Religious, local/global
Tribes,
Nations,
World
or Organization
Others
Self
Environment
Community
Poor,
Non-Poor
Culture
Land
Water
Air
Myers, B.L. Walking with the Poor: Principles and Practices of Transformational Development. Orbis Books, 2011.
To transform the communities around
us…
Patient Care
•Satisfaction
•Trust
•Quality of Life
•Quality of Care
•Medical Errors
Patient
Care
Staff
Reactions
Work
Conditions
Staff Reactions
•Job Satisfaction
•Stress
•Burnout
•Intent to Leave
Linzer, M. Working Conditions in Primary Care: Physician Reactions
and Care Quality. Ann Intern Med. 2009;151:28-36.
Work Conditions
•Practice Structure
•Workflow (time pressure and
pace)
•Job Characteristics (work
control)
•Organizational Culture
•Leadership
•Policies and Procedures
•Patient Interactions
What is the cost of conflict?
 Lost –










Relationships
Coworkers
Friends
Patients
Productivity
Patient care
Providers
Mission
Vision
Souls
What is the cost of conflict?
 To an Organization/Individual –
 Chronic unresolved conflict is a decisive factor in 50% of
departures.
 The turnover cost of an employee is anywhere from 75% to
150% of the annual salary of the employee.
 From 42% to 70% of managers time is thought to be spent
addressing conflict.
 The greater the amount of stress, the greater the likelihood of
spending > 10 days off as a result of ill health.
 Workers reporting high levels of stress had health care
expenditures about 50% greater than non-stressed ones.
The Cost of Conflict. Centre for Conflict Resolution International. Accessed at
www.conflictatwork.com/conflict/cost_e.cfm on 4/11/2013.
Where is our hope in the midst of conflict?
Where is our hope…
Where is our hope…
 “Beloved, we are God’s children now, and what we will be
has not yet appeared; but we know that when he appears we
shall be like him, because we shall see him as he is. And
everyone who thus hopes in him purifies himself as he is
pure.
I John 3:2-3 (ESV)
How do we respond to conflict?
How do we respond to conflict?
http://www.peacemaker.net/site/c.aqKFLTOBIpH/b.958151/k.5236/The_Slippery_Slope_of_Conflict.ht
m accessed 5/21/2012
How do we respond to conflict?
 Escape Responses – “Peace-Faking”
 Generally, focused on “me”.
 Used by people more interested in avoiding conflict than
resolving it.
 Attack Responses – “Peace-Breaking”
 Generally, focused on “you”
 Used by people more interested in winning a conflict than
preserving the relationship.
 Peacemaking Responses –
 Generally, focused on “us”
 Personal Peacemaking vs. Assisted Peacemaking
Sande, K. The Peacemaker. Baker Books, 2004.
How do we respond to conflict?
 Concept of “Conflict Management” and
a Steward
 A steward manages in order to follow
his master’s instructions, not for his own
pleasure, convenience, or benefit.
 See Luke 12:42 and John 12:24-26.
 God has given us a management
opportunity and empowered us through
the gospel with abilities and spiritual
resources.
Sande, K. The Peacemaker. Baker Books, 2004.
Being a Faithful Steward…
 Motivated:
 Gospel provides motivation but the process will require someone who is inspired to
carry it through to completion.
 Informed:
 Understand your Master’s Will through studying God’s Word. Deut. 29:29
 Strengthened:
 God provides the strength for peacemaking through the Holy Spirit. 2 Chron. 16:9a.
 Dependent:
 Seek out assistance from the church or other spiritually mature Christians as needed.
1 Thess. 5:10-11, 2 Tim. 4:3
 Faithful:
 It does not depend on results but dependent obedience to God. 1 Cor. 4:2, Rom.
12:18.
Sande, K. The Peacemaker. Baker Books, 2004.
PAUSE Principle
 A Biblical approach to negotiation may be summarized in five basic
steps:
 Prepare (pray, get the facts, seek godly counsel, develop options)
 Affirm relationships (show genuine concern and respect for
others)
 Understand interests (identify others' concerns, desires,
needs, limitations, or fears)
 Search for creative solutions (prayerful brainstorming)
 Evaluate options objectively and reasonably
(evaluate, don't argue)
http://www.peacemaker.net/site/c.aqKFLTOBIpH/b.958155/k.A1D0/PAUSE_Principle.htm accessed
5/21/2012.
4G’s of Conflict Resolution
 Glorify God — How can I
please and honor God in this
situation?
 Get the Log out of Your
Eye — How can I show Jesus’
work in me by taking responsibility
for my contribution to this conflict?
 Gently Restore — How can
I lovingly serve others by helping
them take responsibility for their
contributions to this conflict?
 Go and be reconciled
— How can I demonstrate the
forgiveness of God and encourage a
reasonable solution to this conflict?
 “By God's grace, we will
apply these principles as a
matter of stewardship,
realizing that conflict is an
assignment, not an accident.
We will remember that
success in God's eyes is not a
matter of specific results, but
of faithful, dependent
obedience. And we will pray
that our service as
peacemakers will bring praise
to our Lord and lead others
to know His infinite love.”
http://www.peacemaker.net/site/c.aqKFLTOBIpH/b.958149/k.303A/The_Four_Gs.htm accessed
5/21/2012
How do we develop a culture of peace?
 Begin the process.
 Implement the plan.
 Pray throughout.
“Turn away from evil and
do good; seek peace and
pursue it.”
Psalm 34:14 (ESV)
Begin the process…
 Take the first step –
 Evaluate where you are as an organization from all levels of the
organization – front desk, providers, experienced staff,
inexperienced staff, nursing, etc.
 Research what would be helpful for your organization Peacemaker Ministries, community resources, etc.
 Seek Support from your leadership and a core group.
 Discuss among staff what a culture of peace looks like in your
organization. This may take considerable time depending on
where you start but will pay off significantly in the long run.
How do we develop a culture of peace?
Gain Leadership
Support
Train a Core Group
Train the
Entire Staff
Consider training gifted
people within the organization
as “reconcilers”.
Sande, K. The Peacemaker. Baker Books, 2004.
Implement the plan…
 Become stewards of peace in your organization.
 Put into place structures which promote peace among staff
members such as making yourself approachable as leaders or
learning how to approach your leader in a supportive way.
 Practice as individuals and as an organization by avoiding
gossip, praying together, practicing the PAUSE principles and
the 4G’s of conflict resolution.
 Continue to reevaluate the process on an ongoing basis and
forgiving one another when you fail.
 Pray throughout the process.
Pray Throughout…
 “Rejoice in the Lord always; again I will say, rejoice. Let your
reasonableness be known to everyone. The Lord is at hand;
do not be anxious about anything, but in everything by prayer
and supplication with thanksgiving let your requests be made
known to God. And the peace of God, which surpasses all
understanding, will guard your hearts and your minds in
Christ Jesus.”
 Philippians 4:4-7 (ESV)
Developing a Culture of Peace
 What is peace and conflict?
 Why build a culture of peace?
 To glorify and trust God
 To accomplish our missions
 To transform the communities around
us
 What is the cost of conflict?
 Where is our hope in the midst of
conflict?
 How do we respond to conflict?
 How do we begin the process?
Questions -
Please contact me for more information:
John Boll, DO, FAAFP
740 High Street, Suite 4001
Williamsport, PA 17701
jboll@susquehannahealth.org