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CONFLICT RESOLUTION
-TOOLS FOR NURSING
Antonie Hiemer MS RN
Abstract
The nursing profession is one that is based on collaborative
relationships with both colleagues and patients. It requires
individuals to work closely with others with varying
backgrounds or cultures. Individuals can hold diverse values,
potentially affecting these relationships, which may result in
conflict. Good communication or conflict resolution skills can
decrease the risk of conflict.
Conflict Resolution - Tools for Nursing Success
Introduction
“Conflict is neither good, nor bad, it just is,” (Marshall,
2006). It can occur at anytime and in any place, originating
between two individuals or groups when there is a disagreement
or difference in their values, attitudes, needs, or
expectations (Conerly, 2004), miscommunication or lack of
information (Marshall, 2006). Over time individuals learn how
to respond to conflict, making it an unconscious process.
Dealing with conflict properly requires the individual to
develop conflict resolution skills. This is a conscious effort
to control the individuals’ behavior of poor communication
(Conerly, 2004).
Nurse-Patient Relationship
A therapeutic nurse-patient relationship is the foundation of
nursing care. It contributes to both the patients’ well-being
and their health. Conflict can impede these collaborative
relationships by not allowing the nurse to fully support the
patient in attaining his or her health goals (CNO, 2006). It
requires individuals to work closely with others who have
varying backgrounds or cultures and, hold diverse values that
can potentially result in conflict. Good communication or
conflict resolution skills can decrease the risk of
conflict.
Evolving Roles of the Nurse
Healthcare organizations are dramatically changing the way they
operate due to initiatives to increase productivity and the
quality of services provided. These initiatives are forcing
hospitals to break down traditional hierarchal structures and
move toward a team-managed environment. As a result, nurses no
longer function on nursing units in a typical subordinate role,
but are finding themselves in new roles. Nurses are
participating members of a multidisciplinary team improving the
overall delivery of care (Baker, 1995).
Diversity can Lead to Conflict
Cultural diversity, combined with the stress of providing
quality care, often results in conflict (Pettrey, 2003).
According to the New York State Nurses Association (2005),
unresolved conflict leads to barriers for employees, teams,
organizational growth, and productivity, which results in a
cultural breakdown within the organization. Conflict is a
natural phenomenon (Kelly, 2006), and an inevitable aspect of
life (Kemp-Longmore, 2000). It is a disagreement between
individuals who perceive a threat to their needs, interests,
and or concerns (Kelly, 2006). Improperly managed conflict can
result in the nurses’ inability to provide quality care, and
can escalate into violence or abuse (CNO, 2006).
The Importance of Conflict Resolution
In general, nurses have difficulty in dealing with conflict in
an open manner and avoid conflict, harboring emotions that the
conflict creates leading them to act out in covert ways. Nurses
need to achieve effective team building skills within nursing
groups in order to deliver quality and productivity required
for the organizational structure. The decisions nurses make in
team-managed environments are more superior to decisions made
in a hierarchal environment in terms of both quality and cost
effectiveness. Nurses must possess effective conflict
resolution skills to be able to function successfully in the
evolving healthcare system (Baker, 1995).
The process of conflict resolution is an opportunity for growth
and change in a work environment, with great potential for a
positive outcome. On an individual level, conflict resolution
is important for personal achievement. On an organizational
level it is important for the bottom line and overall success
(Kemp-Longmore, 2000). Proper conflict management results not
only in successful conflict resolution, but also contributes to
higher effectiveness, trust, and openness (Kelly, 2006).
Research has concluded that styles of conflict resolution are
strong predictors of the level of morale, burnout and job
satisfaction of the nursing profession. The use of negative
coping mechanisms, such as confrontation and avoidance styles,
result in increased negative outcomes, increased burnout and
occupational stress (Montoro-Rodriquez & Small, 2006). The
use of avoidance as a conflict resolution method results in
ineffective and unproductive outcomes, since it only postpones
the conflict. By avoiding the conflict, individuals are
neglecting their own needs, goals, and concerns, while trying
to satisfy those of others. This approach has an element of
being self-sacrificing and simply obeying orders or serving
other people (Kelly, 2006).
Cont'd
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