conflict resolution

pt and nurse , pt factor current situation

a) intoxicated or withdrawing from a substanceinduced state

; b) being constrained or restrained

c) fatigued or overstimulated;

pt and nurse, pt factor :hx

history of aggressive or violent behaviour

b) a condition that causes impaired judgment or an altered cognitive status;

c) an active drug or alcohol dependency or addiction

; d) difficulty communicating

e) ineffective coping skills

pt and nurse nurse factor

a) judges, labels or misunderstands a client

; b) uses a threatening tone of voice or body language

c) has expectations based on incorrect perceptions p

d) does not listen to, understand or respect a client’s values,;

e) does not listen to the concerns of the family and significant others,

; f) does not provide sufficient health information t

g) does not reflect on the impact of her/his behaviour and values on the client.

prevention of pt and nurse conflict

pt centered care

b) acknowledge the feelings behind the client’s behaviour; c) ask open-ended questions to e

d) active listening

e) use open body language to display a calm, respectful and attentive attitude;

f) acknowledge the client’s concerns

g) respect and address the client’s wishes, concerns, values, priorities and point of view;

h) anticipate conflict in situations

create a plan of care to prevent its escalation;

i) reflect to understand her/his behaviour

pt and nurse conflict nurse intervention

A nurse can:

a) implement a critical incident management plan;

b) remain calm and encourage the client to express concerns

c) avoid arguing, criticizing,

d) focus on the client’s behaviour

; e) involve the client, the client’s family and the health care team members

it; f) state that abusive language and behaviours are unacceptable,

g) step away f

h) leave the situation to develop a plan of care with the assistance of a colleague

i) protect themselves and other clients in abusive situations by withdrawing services

conlict amoung the collegue escalate

if: a) bullying or horizontal violence exists

; b) barriers to collaborative collegial behaviour encourage the marginalization of

; c) different practice perspectives

d) team members do not support each

; e) colleagues are intentionally or unintentionally put into situations beyond their capabilities

f) new graduates p are not supported

g) fear of reprisal impedes the reporting of conflict by staff;

h) there is a lack of awareness about the need to anticipate and manage conflict

conflict amoung collegue prevention

promote a respectful work environment by modelling professional behaviours;

b) mentor, support and integrate new staff members into the practice setting;

c) reflect on personal attitudes, motivators, values and beliefs

d) recognize that personal stress may affect professional relationships and take steps to manage that stress.

conflict amoung collegue care

address conflict directly rather than avoiding or postponing

b) focus on the behaviours that lead to the conflict

c) validate assumptions through open dialogue with colleagues

d) collaborate with colleagues to identify the underlying cause of the conflict.

conflict in workplace can escalate if

: a) organizational policies or programs aimed do not incorporate and address prohibited

b) organizational policies are not communicated at all levels;

c) there is a lack of formal performance feedback mechanisms

; e) the workplace culture promotes under-reporting conflict;

f) managers and administrators abuse or bully;

g) managers and administrators show favouritism to certain staff members

r; h) there is a lack of role clarity for staff;

i) communication is negatively affected by working conditions

; j) nurses and other health care professionals are working at peak stress times

k) working conditions are poor

employer strategie to prevent work conflict

implement policies that do not tolerate abuse

b) ensure that policies against workplace conflict are also directed f discrimination;

c) ensure that managers model professionalism in preventing and managing conflict

; d) establish and uphold organizational values, vision and mission that acknowledge the health, safety and well-being of staff;

e) educate managers and staff in communication,

t; f) support effective collaboration and communication among health care team

g) implement strategies to ease the impact of change and decrease stress among staff

intervention czn reduce workplace conflict

can: a)

provide a system that promotes the reporting of incidences of workplace conflict, protects nurses from reprisal

and deals with reports fairly and efficiently

; b) routinely assess the incidence of workplace conflict and implement strategies for corrective action; a

c) institute clear policies and consequences for those who breach policies aimed at preventing conflict and abuse.

conflict role

Can improve interpersonal relationships

Can improve nursing care with patients Promote organizational growth

Consequence of ineffective conflict resolution

always have a meaning

bulling

Accumulation of repeated acts by one or more individuals with an intention to harm.

workplace invility

: Behaviour that violates respectful workplace

horizontal violence

Bullying and aggression involving an inter-group conflict.

obstraticms

Informal exclusion from a group through social rejection.

conlict causr

Perceived and actual differences that may contribute to conflict in;

Negative emotional reactions to perceived disagreements and interference with the attainment of personal or group’s goals

how can conflict managed

Leadership is required across all organizational and health-care sector levels to create environments that manage and mitigate conflict

tip for manageing conflict at work

identify issue

allow other express

apologize if you r wrong

opem honest, psotive feedback

tip to manage conflict as team

Foster open communication related to the provision of patient care and other work related activities.

• Indentify and agree on processes for conflict resolution and problem-solving.

• Utilize a decision-making process that is open and transparent.

• Encourage active engagement of members within an environment of respect and professionalism

de-escaltion

-speak in clear voive

-ackonelegdy feeling

-do not interrupt

-not sound sacrastic

-if they are calmer ask what they want

conflict cause

Lack of clearly defined goals

Lack of clearly understood roles

Poor communication

Poor problem-solving skills

Lack of conflict management skills

5 common approaches to conflict resolution

Competing defending principle ising power

Accommodating sacrifice ones,surrender

Avoiding more time to resolve,withdawl

Compromising mututal solution, bargaining

Collaborating collab, trust, mutual respect

collaborative approach

• Most effective and beneficial method

• Uses assertive cooperation between parties

• Identify the problems and to determine a mutually satisfying solution

• Time consuming

• Requires a high level of cooperation from both parties.

conflict managemnt

invite to talk

describe conflcit

allownto express

differeiqtaae

acknowlege pwn bias

come up possible solution