Managing_Conflict

November 5, 2011 Managing Conflict Conflict may arise in any workplace or anywhere where there are people interacting for whatever reason. In the hospital setting, many conflicts may arise throughout the course of the delivery of care. Such examples of conflict could be related to differences in plan of care, scheduling and assignments, having access to equipment and supplies and possible even the placement of patients. More serious conflicts could include end-of life decisions, or when there are medical errors that result in adverse outcomes. Preventable workplace conflicts do drive up the cost of healthcare. For example, the retention of good employees is much more cost effective than replacing staff members who leave due to unresolved conflicts between workers. The Joint Commission had developed an organizational process for addressing intimidating and disruptive behaviors which calls for mediation session which would include representatives of medical staff, nursing staff, administrators and possibly members from the Human Resource department. JCAHO also recommends that all accredited institutions utilize mediation for all conflicts in the workplace. Mediation is a successful method used often in conflict resolution. Mediation is where a neutral person facilitates conversation and communication for dispute resolution. A mediator does not decide the outcome of the dispute but assists in the discussion of issues in a safe environment where there is the possibility of emotional or psychological strain. A mediator is to offers suggestions to achieve the goal of preserving a good work relationship in the future and resolve the conflict. One of the fundamentals in mediation is to establish confidentiality. This is out of an effort to encourage honest and open dialogue between the participants. Nursing can be very stressful and stress and conflict go hand in hand. Nurses must hone the skills to resolve conflicts on a regular basis. Often nurses must deal with conflict between their peers, other house staff and possibly families and their patients. In the workplace, working with others who may have conflict and be upset with the behavior of a physician, unit director, or another nurse on the unit may be difficult task if an individual doesn’t have skills in conflict resolution. As a nurse leader, there are steps to be taken in conflict resolution. First, determine the nature of the conflict without adding emotion. It is important to disregard emotion because emotion heightens stress. Hospital settings are filled with emotions from all staff and families. Limiting emotions when it comes to conflict is effected in quelling the growth of anger or ill feeling between all of the parties involved. Next, initiate a dialogue quickly, as to eliminate the potential for ill feeling to brew and to eliminate the potential for rumor spreading. Establish a point a view from all parties involved. These points of view should be expressed clearly and calmly. Displays of professionalism will allow an individual to be direct and to the point. As a mediator, I would focus on the conflict that needs to be addressed. History between the participants may not be important. A mediator is to focus on the issue at hand. It is best to confront the problem and not the people. This in turns prevents the problem from being personal. Once the problem has been established, as a mediator, I would take the time to listen to all parties so as to have an open mind and be tolerant. The skills of tolerance and empathy are almost required to be successful in nursing.  Nurses must possess effective conflict resolution skills to be able to function successfully in the evolving healthcare system (Baker, 1995). After gathering the information and listening to all of the pertinent information regarding a conflict, the mediator is to seek a solution which would be acceptable to all parties involved by utilizing effective negotiation skills. This could be done by offering a variety of solutions which could be agreed upon by everyone to resolve any inherent conflict. Conflicts are inevitable between co-workers, families and many others who may find themselves in stressful situations within the hospital. Baker, K. M. (1995). Improving Staff Nurse Conflict Resolution Skills. Nursing Economic, Vol. 13, p295-317.