Conflict is common in healthcare settings. Common team sources of conflict include hierarchical relationships, authority differentials, poor communication, negative or disruptive behaviors, and multigenerational interprofessional teams.
Application of Course Knowledge: Answer all questions/criteria with explanations and detail.
Describe a conflict you have encountered in your nursing practice. Identify the roles of the stakeholders involved. Do not identify the stakeholders by name.
Analyze how the conflict was resolved. Which conflict resolution style was used?
Evaluate the efficacy of the resolution. Was the conflict resolution style used to address the conflict the most appropriate option? Why or why not?
Identify and describe your preferred mode of conflict resolution.
Integration of Evidence: Integrate relevant scholarly sources as.
Cite a scholarly source in the initial post.
Sample Answer
My Experience with Healthcare Conflict
During my nursing practice, I encountered a significant conflict stemming from poor communication and an authority differential. The conflict involved a seasoned charge nurse and a newer registered nurse (RN) on our medical-surgical floor. The charge nurse was known for her strict adherence to protocols and her direct, often brusque, communication style. The new RN, eager to do a good job, felt intimidated and confused by the charge nurse's instructions, which were often given in a hurried manner without proper context.
The stakeholders were:
Myself: As a colleague, I was an observer and eventually a mediator.
The Charge Nurse: The authority figure who communicated directives in a way that caused misunderstanding.
The New RN: The recipient of the directives who felt overwhelmed and disrespected.
The Patients: The ultimate stakeholders whose care could be compromised by team dysfunction.
Analysis of the Resolution
The conflict escalated when the charge nurse publicly chastised the new RN for a perceived mistake, which was actually a misunderstanding of her initial instructions. This public criticism created a tense atmosphere on the unit. I intervened by speaking to both parties privately and then facilitating a brief, structured conversation between them. The conflict was resolved using a collaborating style, also known as a win-win approach. This style aims to find a solution that fully satisfies the concerns of all parties.
Initially, the charge nurse wanted the new RN to simply follow instructions without question (competing style), and the new RN was trying to avoid the conflict altogether (avoiding style). However, by bringing them together, we worked through the miscommunication. The charge nurse explained the critical nature of her directives, and the new RN expressed her need for clearer, more respectful communication. They collaboratively agreed on a new process: the charge nurse would provide written instructions for complex tasks, and the new RN would ask clarifying questions in private.
Efficacy of the Resolution
The collaborating style was the most appropriate option for this conflict. A competing style (the charge nurse's initial approach) would have alienated the new RN and damaged team morale. An avoiding style (the new RN's initial reaction) would have left the core issue unresolved, likely leading to future mistakes and resentment. An accommodating or compromising style would have meant one or both parties had to give up something, which wasn't necessary.
The collaborating approach was highly effective because it addressed the root cause of the conflict—poor communication exacerbated by a power imbalance. By working together, both nurses gained a better understanding of each other's perspectives and needs. This not only resolved the immediate issue but also improved their long-term professional relationship and enhanced the overall team environment. According to a study by Almost and colleagues (2016), "Collaborative conflict resolution styles are associated with better team performance and a more positive work environment."
My Preferred Conflict Resolution Mode
My preferred mode of conflict resolution is collaborating. I believe it is the most constructive approach in healthcare. While it can be time-consuming, it leads to the most sustainable and mutually beneficial outcomes. This style allows for open communication, mutual respect, and a shared commitment to problem-solving. It moves beyond simply managing a disagreement to actually improving the underlying professional relationships. In a high-stakes environment like healthcare, where patient safety depends on effective teamwork, fostering strong, collaborative relationships is paramount.