Conflict Resolution -Part 2
Tools for Nursing

Responses to Conflict

Individuals respond in five distinct ways to conflict. These include avoidance, competition, accommodation, compromise, and collaboration (Marshall, 2006). Avoidance is the most overused technique as a conflict resolution method by nurses (Baker, 1995). It results in not addressing the conflict (lose-lose situation). Competition results in pursuing one’s own goals at the expense of another (win-lose situation). This may be appropriate when a quick or unpopular decision has to be made. Accommodation results in meeting the goals of the other person (lose-win situation). This may be appropriate when the issue or goal is more important than winning, the other individual is more powerful, or when an individual is wrong. Compromise combines assertiveness and cooperation (lose-lose situation). This may be effective when individuals are of equal power and an expedient answer is needed. A match between the action and the nature of the conflict will most likely result in a resolution with desirable outcomes. Collaboration results in finding a mutual agreeable solution (win-win situation) (Leddy & Pepper, 1998).

Collaboration

Collaboration is the most desirable approach in resolving a conflict. It is an assertive and cooperative approach that allows individuals to be creative and find a solution that satisfies all concerns and goals to be achieved (Baker, 1995; Leddy& Pepper, 1998; Kelly, 2006). Collaboration is viewed as the opposite of avoidance and competition. The goal is for both parties to win. The problem-solving process continues until each individual is satisfied with the resolution. Although this process is growth producing, it takes a considerable amount of time (Leddy & Pepper, 1998).
Game theory

According to Team Technology (2005), based on the game theory (see responses to conflict diagram), most people are trying to receive or achieve a payoff or benefit in a conflict situation. The payoff is called a win, and not getting a payoff is called a loss. These can range from the individual being able to gain a sense of achievement from completing a worthwhile and quality job or obtaining financial reward, or making a profit for the company. Other wins include getting the job done as quickly as possible in order to go somewhere, having a feeling of self-esteem or self-worth, and being recognized for one’s efforts (Team Technology, 2005).

Responses to conflict

I don’t win
I win
You win
Submission
Acquiescence
Collaboration
Assertiveness
You don’t win
Withdrawal
Blocking/Sabotage
Aggression
Dominance

Adapted from “Conflict resolution in the workplace,” by Team Technology, 1995, retrieved from www.teamtechnolgy.co.uk/conflictresolution.html

Effective communication

Nurses can prevent or manage conflict by improving their communication skills. It is important for the nurse to try to understand the other party. The nurse can then focus on being understood. Typically in conversation an individual is already trying to think of a response to give to a person instead of just listening to what is being said (Marshall, 2006). Effective communication occurs only when the message received is interpreted in the way it was intended (Piotrowski, 2005). Individuals must actively listen to each other and, maintain appropriate eye contact without looking down. The nurse needs to be aware of body language and tone, thus avoiding a mismatch of styles (quiet vs. boisterous personalities). The individual needs to ask for clarification by asking open-ended questions and not assuming what is being said. Paraphrasing is a good technique to be sure you have understand the message. Most importantly the nurse must listen, and not interrupt the other individual, for good communication to occu

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