Workplace Interpersonal Conflicts Among the Healthcare Workers
The work in a healthcare setting is rather demanding and may sometimes require much more than a thorough preparation and the knowledge of one’s job. Since medical workers and patients communicate on a daily basis and since different people have various opinions and approaches to situations, conflicts are inevitable. Disagreements may appear due to insufficient experience, unsatisfactory working conditions, or unjustified demands from customers. Whereas some individuals often keep their emotions to themselves, other people prefer to discuss their emotions possibly inside a polite or even within an unfriendly method. Regardless of the type associated with conflict is, this is vital in order to find the the most appropriate method of solving it so that will neither a health care employee nor the patient should experience the misunderstanding that will took place. The particular present paper describes an unresolved discord that took place in the healthcare setting, describes the four phases of the discord and relates these to delegation, and gives techniques for conflict quality.
Description associated with the Unresolved Conflict
Since all workers in our medical center are trained in order to prevent or prevent conflicts with individuals and their family members, the rare instances of misunderstanding that will occur usually occur one of the staff. College students remark that will interpersonal conflicts inside a healthcare setting really are a rather common trend (Jerng et ing., 2017). Recently, We witnessed one associated with such disputes among two nurses within the elderly solutions department. Your head health professional told among the healthcare professionals, L. C., in order to take the essential signs of the particular patient who was simply accepted that morning. Whilst L. C. has been measuring the patient’s pulse, another health professional, R. N., joined the ward. L. N. observed the particular work of T. C. and stated, “You are performing it wrong! Allow me explain to you exactly how it is carried out! ” The individual, O. W., has been a seventy-five-year-old woman who became surprised both from the firmness of R. And. and her terms. O. W. instantly asked for the particular nurse manager ahead and complained regarding L. C. ’s unprofessionalism. When the particular nurse manager took in to the patient’s explanations, she apologized for her subordinates’ misconduct but guaranteed O. W. that each employee of the particular department was highly-skilled.
The discord was unresolved given that, regardless of the nurse manager’s explanations, the individual demanded to not possess L. C. because her nurse with regard to the whole keep. The kind of conflict has been interpersonal because this involved two health care employees, among who prevented another through performing her expert duties by interrupting her work. The particular outcome of the particular situation was the particular dissatisfaction of the customer and the tense relationship between the colleagues.
The Four Stages of Conflict
The diversity of conflicts and the problem of resolving them led specialists to identifying several stages of disagreements. Finkelman (2018) distinguishes between such conflict phases as latent, perceived, felt, and manifest. At the latent stage, the factors that might induce the conflict are identified (Champoux, 2017). The most probable precondition of this situation was a series of small misunderstandings between the two nurses prior to the described conflict. R. N. had worked at the hospital for five years whereas L. C. had only a few months of experience. Thus, R. N. thought that she was more competent without the actual ground for such an opinion. A common reason for latent conflicts is the incompatibility of goals (Finkelman, 2018). However, it is not possible to say that the two nurses had different purposes. It is more likely that R. N. was trying to demonstrate that she was a more experienced and, thus, valuable employee than L. C. Delegation was not the issue since L. C. was performing her professional duties.
The perceived conflict occurs when the parties involved in the case admit that there is a problem between them. In the situation that happened between R. N. and L. C., such realization occurred. After R. N. ’s intrusion in the work of L. C., it became clear that the former wanted to spoil the reputation of the particular latter. Even in case L. C. do a problem, R. And. must have asked the girl in order to explain exactly what her mistake experienced been without having the particular patient involved within the situation. Nevertheless, the behavior associated with R. N. managed to get clear that the girl wanted to produce an unpleasant scenario and possess L. Chemical. inside a bad lighting.
The following stage is the particular felt conflict that will presupposes nice associated with the issue by both parties. In the situation described, at this stage, not only the two nurses but also the patient was involved. O. W. tended to believe R. N. ’s resolution about L. C. ’s professional skills (or, rather, unprofessionalism) and demanded to have another nurse. At that will point, it grew to become obvious that the particular conflict was experienced by all events.
The final phase is the particular manifest conflict, plus it involves the particular response from the particular participants of the particular situation. The most frequent outward exhibition is aggression (Champoux, 2017). L. Chemical. did not create a scene in front side of the individual, but she burst open into crying within the nurse ward later on and shouted in R. N., stating unpleasant things plus complaining on the girl conduct. There has been no violence within L. C. ’s reaction, however, many moderate aggression was existing.
Strategies with regard to Conflict Resolution
The next thing to perform upon acknowledging the conflict situation will be finding ways associated with resolving it. Management, as well as the participation of team members, can help mitigate the problem and prevent the occurrence of similar cases in the future (Finkelman, 2018). One of the most important aspects of conflict resolution is the regulation of emotions (Halperin, 2013). The nurse leader should have explained to the patient that L. C. had done everything correctly and that R. N. ’s statement had been wrong. By doing so, the leader would possess mitigated the argument, and no additional progress the issue would have happened. The best associated with possible approaches in order to conflict management will be the win-win way of conflict reduction (Champoux, 2017). When applying this approach, all parties receive what they want. However, it is impossible to implement this method in the current situation since by satisfying R. N. ’s interests, the nurse leader would diminish L. C. ’s role. Thus, the best strategies to solve the issue would have been the authoritative command (Champoux, 2017). The leader should have explained to R. N. what she had done wrong and should have warned her that the repetition of such a demeanor would lead to negative consequences for R. N.
The observed situation gives several important lessons for the future practice. First of all, it seems that for the effective management of such conflicts, it is necessary to take preventive measures. In particular, the head nurse needs to explain the subordinates their duties not only to patients but also to one another. Also, in such a situation, the nurse leader could have approached the patient to mitigate the conflict. Finally, it is crucial to cultivate the positive environment in the workplace in order to avoid such incidents.
Champoux, J. E. (2017). Organizational behavior: Integrating individuals, groups, and organizations (5th ed. ). New York, NY: Routledge.
Finkelman, A. (2018). Professional nursing concepts: Competencies for quality leadership (4th ed. ). Burlington, MA: Jones and Bartlett Learning.
Halperin, E. (2013). Emotion, emotion regulation, and conflict resolution. Emotion Review, 6(1), 68-76.
Jerng, J. -S., Huang, S. -F., Liang, H. -W., Chen, L. -C., Lin, C. -K., … Sun, J. -S. (2017). Workplace interpersonal conflicts among the healthcare workers: Retrospective exploration from the institutional incident reporting system of an university-affiliated medical center. PLoS One, 12(2), e0171696.