Nursing

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 occur Nurses as Facilitators of Conflict Resolution Nurses need to become proactive and learn how to effectively communicate with their patients, the patients’ families and friends, as well as their colleagues (Pettrey, 2003). Good communication skills (see effective communication table) allow the nurse to resolve his or her own conflicts or facilitate conflict resolution between other individuals. As a facilitator, the nurse must protect each person’s self respect by focusing on the issue(s), and not the personality of the party involved. It is also important not to blame the participants for the problem. This hinders open and complete discussion of the issue. Encouraging discussion of both positive and negative feelings will increase the chances of both parties expressing all of their concerns. Fostering active listening and understanding enhances this. The facilitator must allow for equal time for all parties to participate expressing their opinions. The nurse must summarize key themes in the discussion and assist in developing alternative solutions to the issue. At a later date or time the facilitator must follow up on the progress of the conflict resolution and give positive feedback to both parties related to the use of problem solving skills (Leddy & Pepper, 1998). Effective communication skills - DOs DO maintain appropriate eye contact Be aware of your own body language and tone DO ask for clarification DO ask open-ended questions Paraphrase at the appropriate time DO listen Effective communication skills - DON’Ts Do NOT look down Do NOT mismatch your style Do NOT assume Do NOT interrupt References Baker, K. M. (1995). Improving staff nurse conflict resolution skills. Nursing Economic$, 13(5), 295-317. College of Nurses of Ontario. (2006). Conflict prevention and standard of care. Practice guideline, 1-16. Conerly, K. (2004, Summer). What is your conflict style' Understanding and dealing with your conflict style. Journal for Quality and Participation. Retrieved on October 18, 2007 from www.findarticles.com/p/articles/mi_qa3616/is_200407/ai_n9425833/print Kelly, J. (2006). An overview of conflict. Dimensions of Critical Care Nursing, 25(1), 22-28. Kemp-Longmore, C. (2000). Conflict resolution in the workplace. The Black Collegian, 131-3. Lancaster, J. (1999). Nursing issues in leading and managing change. New York: Mosby. Leddy, S., & Pepper, J. M. (1998). Conceptual base of professional nursing (4th ed.). New York: Lippincott. Marcus, L. J., & Roover, J. E. (n.d.). Healing the conflict that divide us. Retrieved on January 18, 2007, from www.hcna.net Marshall, P. (2006, May). Conflict resolution: what nurses need to know. Retrieved October 18, 2007 from www.mediatecalm.ca/pdfs/what%20nurse%20need%20to%20know.pdf Montoro-Rodriquez, J., & Small, J. A. (2006, June). The role of conflict resolution styles on nursing staff morale, burnout, and job satisfaction in long-term care. Journal of Aging and Health, 18(3), 385-406. NYSNA (2005). NYSNA position statements. Retrieved on January 18, 2007, from www.nysna.org Pettrey, L. (2003). Who let the dogs out' Managing conflict with courage and skill. Critical Care Nurse, 21-4. Piotrowski, M. B. (2005, January/February). Are you listening' Tips on improving your communication skills. Biomedical Instrumentation & Technology, 1-2. Robin, D. (2004). A better workplace. Retrieved on January 18, 2007, from www.abetterworkplace.com Shortell, S. M., & Kaluzny, A. D. (2006). Health care management organization design and behavior (5th ed.). New York: Thompson Delmar Learning. Staneart, D. (2001). Workplace conflict resolution and anger management skills. Retrieved on January 18, 2007, from www.leaderinstitute.com Team Technology (1995). Conflict resolution in the workplace. Retrieved on October 18, 2007, from www.teamtechnolgy.co.uk/conflictresolution.html by Antonie Hiemer MS RN -