After reading Chapter 21, Conflict, Workplace Violence, and Negotiation, describe a scenario that details a conflict you have experienced or witnessed between coworkers. After presenting your scenario, provide a discussion on the following concepts.
1. Identify how the conflict impacted your ability to preserve your relationship(s) with the individuals involved.
2. Describe how you recognized and managed the source of the conflict.
3. Identify how you recognized and responded to the conflict.
4. Discuss how you can best resolve conflicts with difficult people
5. Analyze the most effective communication skills needed to resolve conflict.
Sample Answer
In healthcare settings, conflict often arises at the intersection of high-stakes clinical decisions and interpersonal stress. Below is a scenario involving a common source of friction in the nursing environment—the "hand-off" or shift report.
The Scenario: The Defensive Hand-Off
A veteran nurse, "Karen," was consistently 15–20 minutes late for shift change. When I (the outgoing nurse) finally began the report, she would frequently interrupt with sharp, critical questions about why certain tasks weren't completed, even if the unit had been in crisis. The conflict peaked when she accused me in front of the nursing station of "laziness" because a non-urgent dressing change was deferred due to a code on another patient.
This conflict severely damaged the trust and psychological safety between us. Because her criticism was public, it shifted the relationship from one of professional collaboration to one of defensive posturing. I found myself spending more time "documenting to defend" rather than communicating for care. To preserve the relationship, I had to move beyond my own feelings of resentment to address the systemic issue of her tardiness and communication style.This conflict severely damaged the trust and psychological safety between us. Because her criticism was public, it shifted the relationship from one of professional collaboration to one of defensive posturing. I found myself spending more time "documenting to defend" rather than communicating for care. To preserve the relationship, I had to move beyond my own feelings of resentment to address the systemic issue of her tardiness and communication style.