Conflict Resolution

NURSING 2080 - Unit 11-2

 

 Terminology

 Conflict:

 

Outcomes:

            Win-win: Both parties walk away from the conflict having achieved all or most of           their goals.

            Win-lose: One person dominates the situation and the other person submits.

            Lose-lose: Resolution of conflict is unsatisfactory to both parties.

Tactics:

            Suppressing conflict:

 

            Accommodating:

 

            Consensus:

 

            Damage control:

 

            Progressive discipline (four steps):

 

 

 

            Forcing the issue (Competing):

 

            Compromising or negotiating:

 

 

            Problem solving or collaborating:

 

 

See chapter on decision-making.  What are some specific methods used to solve problems in a group?

 How can the nursing process work in this method?

 Assessment, diagnosis, planning, implementation, evaluation

 

 

 

 Examples of Conflict Within Nursing

            Employees as a group with unit managers.

            Examples?

             Individual problem employee with other staff or with manager.

            What is defiant behavior?

            Nurses with abusive patients.

            Between physicians and nurses when physicians are unwilling to listen to            alternate ways of managing a patientís care.

            Between faculty and students.

 

 Beneficial Outcomes of Conflict

WHEN IT RESULTS IN A MORE EQUITABLE ALLOCATION OF POWER OR RESOURCES

 

 

 

 

 

Destructive Outcomes of Conflict

 WHEN A LACK OF RECOGNITION OF MUTUAL OBJECTIVES RESULTS

 

 

 

Types of Conflict

 Intrapersonal Conflict:

 Occurs within an individual in situations in which he must choose between two alternatives.

            Between two positives

            Between two negatives

            Between a positive and negative

 

 Interpersonal conflict:

 Occurs between two or more individuals

            Differing values, goals, actions, or perceptions.

            Controversy over ideas and approaches to problems

 

 Organizational Conflict:

 Because of differing perceptions or goals.

 Types:

Role ambiguity and role conflict: Employees do not know what to do, how to do it or what outcomes must be.

 Examples:

 

 Organizational structure conflict: Turf conflict, protecting his or her current territory or area of responsibility.

 Scarcity of resources conflict (Conflict of Interest): 

 

 

 

 Best Approach to Manage Conflict

 Three necessary ingredients:

 

 Follow guidelines to group conflict resolution:

 Conduct a thorough self-assessment

 Analyze issues surrounding conflict

 Review and adjust attitudes

 Organize a meeting of those involved

 Encourage expression of individual viewpoints

 Develop and outline multiple solutions

 Narrow choices for action

 Plan for implementation

 

 Developing a Supportive Climate