CONFLICT RESOLUTION COMMUNICATION, LISTENING, TEAM BUILDING AND MANAGER MEDIATION

The scenario is : " As a nurse manager in a busy operating room (OR) you have to ensure that all staff are collaborating and communicating well. In the past six months, you have noticed more problems with poo communication between nurses and physicians, which had an impact on the quality of care. Nurses are also frequently complaining that they are "second-class citizens" in the department. The number of last-minute call-ins has increased by 25% over the past six months, causing staffing problems. Today was the last straw when a nurse and surgical resident had a shouting match in the hallway. The nurse left the encounter crying, and the resident said the would not work with the nurse anymore. The nurse manager went into the OR medical director's office. They have had a positive collaborative relationship over several years. She went in and said, 'We have a problem!' As she described the problems, he said, 'I was unaware there was so much tension and lack of collaboration. Why didn't you tell me this earlier?'" (Finkelman,2016,p. 331).

I have noticed that communication is breaking down but I did not realize that it was this bad. We need to have a conflict resolution session.

" Organizational conflict is classically considered to have a negative impact on team functioning, weakening stability, disrupting the status quo and impeding productivity." (McKibben, 2017, p. 101).

"Positive professional communication is critical." (Finkelman, 2016, p. 330)

As the nurse manager the medical director and I need to come up with a plan that will help facilitate positive, effective, communication between the nurses and doctors. WE must identify the type of conflict and why it arose. (McKidden, 2017, p. 102).

We need to get the two groups together and relay to them the importance of positive communication and the implementation of it.

Both the physicians and nurses need to have a meeting together in where their roles are defined and the common goal of safe patient outcomes is re-iterated.

Having a practice interaction in a safe non threatening scenario type environment will help to facilitate the improvement of communication. Also, "negotiation and problem solving with manager mediation can be successful in preventing escalation. (McKidden, 2017,p. 102)

"Conflict management and positive resolution encourages mutual role respect among nurses and the wider healthcare team, advocates the wellbeing of team members , facilitates optimum team function and ultimately promotes the delivery of high- quality care to patients." (McKidden, 2017,p.103)

References: McKibben, L. (2017). Conflict management: importance and implications. British Journal of Nursing,26(2), 100-103.

Finkelman, A., (2016). Leadership and Management for Nurses. Boston, MA: Pearson.

Created By
Ana Carrion
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Created with images by Meditations - "agree agreement asian" • Stefan_Schranz - "operation operating room doctor" • TheHilaryClark - "isolated doctor dentist" • sasint - "asia assistance caretaker" • sarspri - "beach" • Marisa04 - "skyscraper posttower telecom tower" • falco - "hand children child"

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