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Case study on conflict in the workplace
Effect and value of conflict in a work place
Causes of conflict in the workplace
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Collaboration, coordination, and conflict resolution are necessary to improve and maintain teamwork, especially in the healthcare setting (Finkelman, 2016). Conflicts may arise amongst a collaborative team because every individual’s understaning and view of a problem may vary. While each conflict is different, most conflicts stem from lack of understanding or miscommunication, especially if a misunderstanding of roles and responsibilities are present (Finkelman, 2016). In the workplace, individual, interpersonal, or intergroup conflicts may exist and it is everyone’s responsibility to come to an effective resolution for our patient’s benefit (Finkelman, 2016). Interpersonal conflicts often happen between people who have strong opinions about
Johansen (2012), described conflict as a perceived threat to a person’s “needs, interests, or concerns” (pg. 50), but in the workplace, it may become more complex. This is due to the mixture of different emotions and perceptions of each individual. Johansen (2012), explained that healthcare teams usually handle responsibilities and roles that often overlap. Unclear communication and differences in perceived situations is one of the main reasons why conflicts occur (Johansen, 2012). The article then presented a case scenario between a nurse manager and direct care nurse in an emergency setting. This example showed how conflict arose between team members because of their different perspectives about the daily assignment on the floor. While conflicts will continue to be present in the workplace, the ones that are handled in a profession way, “results in improved quality, patient safety, and staff morale, and limits work stress for the caregiver” (Johansen, 2012 pg.
Providing education on conflict management may help to prevent, or even deescalate the conflict, in attempts to gain a better work environment for most importantly the patient, but also staff. To make sure my staff understands how to work effectively to resolve conflict, I would educate them on being aware of their own emotional intelligence and explain the acceptable communication techniques that should be used in the work place. Case scenarios and role playing should be introduced during the educational experience so management can observe if the staff applies methods correctly for a healthy work
What happens when a conflict occurs within the nursing department (s)? How does resolution occur? It depends on the people involved when it comes to conflict, when it’s between staff then I request that they try to address among themselves first, but if that does not work or if it’s a very sticky situation then I get involved, first I try to get information from both parties separately then from them jointly, normally that well works pretty good since it gives them an opportunity to vent or let the feelings out, I then use that as a teaching moment. When all this is happening the staff have to sign a form stating the issue was discussed and what the outcome is, if unable to resolve then it goes up to the administrator. For the most part conflict has led to tension between people involved and to be honest with our team work suffers, I try to deescalate this issues because it gets too far.
It is another extremely hectic Monday in the Emergency Department. The waiting room is building up fast with many new walk-in patients. Fire Rescue trucks are calling one after the next with several medical and trauma cases. The hospital supervisor is calling to inform the Charge Nurse of the Emergency Department that the Operating Room has several cases that need beds and will supersede the Emergency Department admits. Patient through put will now be further delayed. This is just one example of a typical Monday and why Teamwork and Collaboration are vital components to run an efficient nursing unit, especially in the Emergency Department. When a common goal is created to foster teamwork, health care professionals working cohesively together
Nurses are always exposed to situations or often interact with others where their values or belief might contradict with others. Conflict can often lead to distress and increases stress in the workplace environment, however if handled appropriately it can promote growth and understanding amongst the staff.
Conflict is more than just an argument that manifest itself through yelling and behavior it is a perception that there is something wrong and needs to be fixed or explained. There are many different paths that conflict can take and it all depends on the person and situation. The following is an analysis of a conflict in my own life and how it came to be, the different perceptions involved, and the path we choose to take as the conflict went on.
In being a nurse for just under two years I have come across many different types of conflicts between nurses, physicians, and/or administration. The better question is; what type of conflict is worth fighting for along with a solution. For my very first nursing job I worked on a Medical-Surgical floor in a popular city hospital. On our east side we had 12 rooms (36beds) and on our west side we had 8 private beds that were reserved for surgical hips, knee’s and orthopedic patients. On the east side we had type and true “medical-surgical” patients including, abdominal pain, falls, confusion, ICU transfers, and most of all post surgical patients. Our floor was always and constantly filling up and we were never without a bed. Overtime, the physicians and nurses started to notice more and more isolation patient coming onto our unit. This started to bother the physicians and the nursing staff because of the overwhelming amount of insolation patients. We all could no understand how we would have so many isolation patients on a floor where over half of our patients were fresh surgicals. We brought this concern to management and it did not go anywhere. We were told that we do not discriminate against any patient so in denying a patient who was on isolation would not be ethically. We were very confused because how was it ethically to put fresh surgical patients at risk for infections such a C-diff or MRSA? I personally do not believe management and administration was expecting us to question this new trend we were seeing. On most nights, we had 2 or
Communication and collaboration are an integral part of interprofessional health care teams. There could be possible barriers to communication and collaboration that could affect the entire team’s success. Personal values and expectation, personality differences, culture and ethnicity, and gender could affect how some individuals respond according to a patient’s care or needs(O’Daniel, 2008). For example, if someone comes from a background where they refrain from being assertive or challenging opinions openly, it could be difficult for that person to speak up if they think differently from the other team members. The differences in language and jargon can also be an obstacle to teams especially if members are not familiar with a specific type
Besides assertive communication, the nurse should take a collaborative approach to conflict management. Both strategies empower individuals to work together and accomplish goals successfully (Cherry & Jacob, 2011). Considering the healthcare community is composed of such a large and diverse population, a nurse must realize that conflicts will arise, but more importantly the nurse must effectively manage those conflicts. Having an understanding of the differences which exists between varied cultures, generations, and disciplines will guide the nurse in resolving conflicts. This foundation allows the nurse to better understand how people perceive and respond to others and the environment during a time which resolution is needed. Establishing trust with ones colleagues is another step toward resolving conflicts. Team members are much more likely to be open and motivated to come to a resolution when they trus...
Interpersonal conflict is very common with many relationships. It occurs when two people can not meet in the middle or agree on a discussion. Cooperation is key to maintaining a healthy debate. More frequently; when dealing with members of your own family, issues arise that include conflict and resolution. During this process our true conflict management style appears “out of thin air”. (Steve A. Beebe, 2008, p. 191).
Team Dynamics - Conflict Resolution Strategies People work in groups or teams every day, whether in their career, education, political organization, church, or any other social setting. Conflict while working in teams or groups is inevitable. When taking people of different backgrounds, personalities, moral and ethical beliefs, and putting them together in a group, conflict will arise. The key to achieving your team goals is to construct and conquer your goals while keeping the greater good of the team in mind. Conflict, as it arises, should be combated and abated through swift and thorough resolution techniques.
Many people enjoy working or participating in a group or team, but when a group of people work together chances are that conflicts will occur. Hazleton describes conflict as the discrepancy between what is the perceived reality and what is seen as ideal (2007). “We enter into conflicts reluctantly, cautiously, angrily, nervously, confidently- and emerge from them battered, exhausted, sad, satisfied, triumphant. And still many of us underestimate or overlook the merits of conflict- the opportunity conflict offers every time it occurs” (Schilling, nd.). Conflict does not have to lead to a hostile environment or to broken relationships. Conflict if resolved effectively can lead to a positive experience for everyone involved. First, there must be an understanding of the reasons why conflicts occur. The conflict must be approached with an open mind. Using specific strategies can lead to a successful resolution for all parties involved. The Thomas-Kilmann Conflict Mode Instrument states “there are five general approaches to dealing with conflict. The five approaches are avoidance, accommodation, competition, compromise, and collaboration. Conflict resolution is situational and no one approach provides the best or right approach for all circumstances” (Thomas, 2000).
Although there is a plethora of possible sources of conflict in any workplace, the ones in this case are rather explicit. These include personal differences, Informal deficiencies’, role incompatibility, environment stress, perceptions, and expectations. Personal differences could be related to personal values, physiognomies, family bonds or ties, and material belongings.
workplace include greater total resources, greater knowledge band and a greater source of ideas. However, these advantages can also bring on conflict within teams and the entire workplace. Varney (1989) reported that conflict remained the number one problem within a large company. This was after several attempts were made to train management in conflict resolutions and procedures. However, the conflict remained. The conflict possibly remains because the managers and leaders did not pay attention to the seriousness of the issue. In order to maintain an effective team, leaders and team members must know and be proactive in the conflict resolution techniques and procedures.
At some point in time we will all experience interpersonal conflicts at home, among friends, in church, and with co-workers. Although we cannot avoid all interpersonal conflicts we can allow the New Testament to guide our management and response to interpersonal conflicts. Recently I have experienced an interpersonal conflict in my personal life with my significant other. After sharing twenty-one years together, bringing two children into this world, and building a comfortable life with one another everything changed when I became aware that he was involved with another woman for an extended period of time. This has been one of the most difficult times that I have experienced and a time that I relied heavily on God to provide me strength and
One of the major differences between conflict resolution and management is that resolution seeks to end the conflict while management seeks to make sure that the conflict is beneficial to the group. Conflict management is important tool in provoking stimulating thought and discussion. Conflict can be used to a productive manner and can be continuously stimulated to help people further discuss and implement new ideas. One of the key factors of conflict management is that it does not imply movement or push towards resolution. The use of conflict management is effective for medical team to get the best patient care. Often if conflict is not managed it results in decrease patient care and disunity witin the healthcare team. Managing conflict helps drive unity and stimulate the discussion so patient are always receiving the best care
Interpersonal conflicts take place every day in our lives to a level where they can become a part of our daily routine. However, some people can experience it more than the others, depending on a lot of factors including their social skills. So what is a conflict? Donohue defines a conflict as “a situation in which interdependent people express differences in satisfying their individual needs and interests, and they receive interference from each other in accomplishing these goals” (Donohue, 1992).