NR 510 Week 5: Conflict Resolution Strategies

NR 510 Week 5: Conflict Resolution Strategies

The purpose of this posting is to address an organizational strategy that would help to address the issue put forth in the scenario.  I will also look at management skills which may help to resolve some of the conflicts that are causing the distractions and compromising patient care.  The foundational strategy for any healthcare providing organization is to provide the best quality care to their patients. Anything that prevents the organization from striving toward that goal is an issue which needs to be addressed.  In the situation we are discussing, there are interpersonal conflicts which are inhibiting the organization and these must be stopped.  As a manager it is not my desire to get involved in the personal issues of the employees.  I would make this point clear to the MA and try to make it understood that when these events take place at work they are forcing my hand.  I would try to suggest ways in which they situation could be deescalated before it gets to yelling (Thomas, 2015).  I would also attempt to find ways for workers who do not function well together to not be placed in close proximity if that is possible.  I would also make it clear that patient safety is first and that the situation with the low BP will not be tolerated for any reason.  We are a team and there is potential conflict within all teams.  Regardless of the issues, it is important to understand that we win or lose as a team and not individuals.  A mistake by one can reflect on all and that is why we must all function as professionals at all times.  Close teams look out for the best interest of each other.  When we are all on the same page we mind not only our obligations, but we look for opportunities to help other team members reach their full potential.  Interpersonal conflict which festers can destroy this cohesion and eat at the fabric which holds the unit together.  This is among the greatest lessons one can learn from the military and is applicable in any organization.

Thomas, C. (2015). Identify Conflict Resolution Styles used by Nursing Professionals working in Clinical and Academic settings of selected Hospitals and Nursing Colleges of Southwestern Rajasthan. International Journal of Advances in Nursing Management, 3(3), 273. doi:10.5958/2454-2652.2015.00015.3

Like stated in the last answer, there are many different strategies to help prevent work incivility. If work incivility is prevalent on a certain unit, this can cause issues with proper patient care. For example, on my floor, I have seen where a nurse and a PCA started arguing in front of the nurses station. It was a simple issue that quickly escalated into name calling and yelling. The call light had went on and the PCA told the nurse that the patient was requesting for the nurse. The nurse told the PCA to go see first before she goes in there that as charge, she is busy making the assignment. The PCA refused and told the nurse to go and this was where the argument ensued. Patient care was also delayed because either did not want to go into the room in the heat of the argument. Management did not directly deal with it but just let it simmer down. I also seen recently where two nurses got into it because of patient assignment in the middle of the hallway, right in front of management. I also seen where one nurses would try to engage staff into heavy gossiping and in turn, staff would come to not like her and act uncivil towards her because she was gossiping. However, management would attempt to turn a blind eye by mildly addressing when it was happening, but what I have come to find was that there is no set standard for how to prevent or stop workplace incivility. For the most part, the staff seems to get along, however, because of the high stress level of med-surg, sometimes, employees get besides themselves with stress. Now that I think of it, the unit as a whole should speak to management about preventing work incivility. The unit should work together to make a more productive and positive place as possible.

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There should be a set standard or even protocol when it comes to workplace incivility. First and foremost, when it does occur, the parties involved should be taken out of patient care area and into a conference room/break room. If the argument or incident is becoming too heated, the parties should be separated to defer or cool off because this can help the employees involved to cool off and prevent escalation of the issue. Maybe the team members can talk thru the issue, right then and there with a mediator in

NR 510 Week 5 Conflict Resolution Strategies

NR 510 Week 5 Conflict Resolution Strategies

volved. If the situation is extremely tense, maybe management should consider temporarily separating staff till conflict/issue is resolved. Often, staff would rather not involve themselves in the work incivility incident and become a bystander. 95% of nurses report to have witnessed a work incivility incident but did not report it. However, being a bystander does not help the situation, rather enables for future issues to arise or occur. There should be a protocol. There should also be zero tolerance in constant arguments. For the first time, a warning, education and a personal meeting with the parties involved should take place. If it keeps happening, a write up and if it keeps going, higher consequences like suspension or termination should occur. Staff should work together to keep a positive flow and energy on the unit as this will help with proper patient care. Combating against workplace violence takes the whole unit to put in positive effort. (McNamara, 2016)

NR 510 Week 5: Conflict Resolution Strategies Referances:

McNamara, S. A. (2016). Column: Incivility in Nursing: Unsafe Nurse, Unsafe Patients. AORN Journal, 95535-540. doi:10.1016/j.aorn.2012.01.020