Workplace Conflict and Resolution
Rachel M. McPherson BS RN
NURS 414 – Leadership and Management Nursing
Assistant Professor Catherine M. Griswold
July 11, 2014
Workplace Conflict and Resolution
As nurses, it is imperative that we have skills to deal with conflict we encounter throughout the day. Some conflicts are easily handled and simple solutions; other disagreements can persist for weeks or even months and never handle in a proper way to resolve the situation. The later kind of situation can create resentment, anger, and animosity between employees or colleagues. In this paper I describe a conflict situation with resolution strategies used by the confronter in relation to those discussed in the video, “Working with you is Killing Me. “ (Crowley & Elster, 2007) Introduction
Sullivan (2012), defines nursing leadership as a professional who utilizes interpersonal skills, knowledge, and role development in influencing others to accomplish a specific goal in the healthcare setting. Effective nursing leaders work on their abilities to effectively determine the arising conflict in the workplace by spending most of their time addressing employee or staff arguments and work related challenges. Al-hamden, Shukri, & Anthony (2011) defines conflict as an inevitable part of everyday social, organizational, and professional life as a nurse. Handling conflicts in an efficient manner results in quality improvement, safety of the patient, staff morale and minimizes work and stress to the caregiver (Johansen, 2012). Ralph, Welch, Norris, & Irwin (2013) also argued that that the presence of conflict is part of a human being to interact and as such this must be organized and dealt with accordingly. In order for effective application of conflict resolution measures, it is essential to analyze the information involving power and conflict in a practical level. Applicability is defined as relevancy by virtue of being applicable to the matter at hand. Effectiveness is defined as adequate to accomplish a purpose producing the intended or expected result. Going to work should be a productive, fulfilling, and enjoyable experience since a great amount of time and energy is spent by each individual at their workplace. Within healthcare organizations nurses, physicians, and other health care professionals (HCP) put in long hours to provide quality health care for patients and family members, contributing to a healthy, productive, and sustainable population (Johnston, Phanhtharath & Jackson, 2009). Considering that the purpose of the health care environment is to provide sensitive, compassionate, and empathetic care, it is ironic that conflict and bullying persists in this sort of workplace (Sheridan-Leos, 2008). With the combination of workplace stressors and natural differences among staff perceptions, ideas, needs, and work ethics, conflict is unavoidable. If the required skills, support and management are not present conflict can persist within workplaces, impeding on the development of a healthy work environment. Understanding the complexities of nursing conflict is essential in successfully managing the challenge and extremely relevant in achieving a healthy workplace. Conflict Situation
The leader is responsible for developing a cohesive team to meet organizational goals. To accomplish this, the leader must communicate issues and concerns so that workers will not have become confused about priorities. The ability to communicate effectively often determines success as a leader-manager (Marquis & Huston, 2012). Because managers have interpersonal relationships with people having variety of different values, beliefs, backgrounds, and goals, conflict is an expected outcome. The situation described below is an example of “interpersonal conflict” (Marquis & Huston, 2012, p. 471). Marquis and Huston (2012) state that “interpersonal conflict happens between two or more people with differing values,...
References: Al-handan, Z., Shukri, R. & Anthony, D. (2011). Conflict management styles used by nurse
managers in the Sultanate of Oman
Crowley, K., & Elster, K. (2007). Working with you is killing me. Retrieved from:
http:// www.crmlearning.com July 11, 2014.
Hahn, J.A. (2011). Managing Multiple Generations: Scenarios from the Workplace. Nursing
Johansen, M.L. (2012). Keeping the peace: Conflict management strategies for nurse managers.
Marquis, B.L. & Huston, C.J. (2012). Leadership Roles and Management Functions in Nursing:
Theory and Application
Sullivan, E.J. (2012). Effective Leadership and Management in Nursing. (8th ed). Boston, MA:
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