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    Leadership 22

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    hawzhin
    This case study describes a conflict between nurses in an emergency department and ICU over who was responsible for dressing an old man's severe hip pressure ulcer. When the man's family asked for help, each group of nurses told them it was the other group's responsibility. This conflict avoided the patient's needs and caused a delay in his treatment. Ultimately one nurse reluctantly provided dressing, but with an angry demeanor, highlighting the negative impact the intergroup conflict had on patient care. The case shows how lack of clear roles and responsibilities, as well as avoidance behaviors during conflicts between medical staff, can compromise quality of care for patients.

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    © All Rights Reserved
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    Leadership 22

    Uploaded by

    hawzhin
    20 views22 pages
    This case study describes a conflict between nurses in an emergency department and ICU over who was responsible for dressing an old man's severe hip pressure ulcer. When the man's family asked for help, each group of nurses told them it was the other group's responsibility. This conflict avoided the patient's needs and caused a delay in his treatment. Ultimately one nurse reluctantly provided dressing, but with an angry demeanor, highlighting the negative impact the intergroup conflict had on patient care. The case shows how lack of clear roles and responsibilities, as well as avoidance behaviors during conflicts between medical staff, can compromise quality of care for patients.

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    This case study describes a conflict between nurses in an emergency department and ICU over who was responsible for dressing an old man's severe hip pressure ulcer. When the man's family asked for help, each group of nurses told them it was the other group's responsibility. This conflict avoided the patient's needs and caused a delay in his treatment. Ultimately one nurse reluctantly provided dressing, but with an angry demeanor, highlighting the negative impact the intergroup conflict had on patient care. The case shows how lack of clear roles and responsibilities, as well as avoidance behaviors during conflicts between medical staff, can compromise quality of care for patients.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    20 views22 pages

    Leadership 22

    Uploaded by

    hawzhin
    This case study describes a conflict between nurses in an emergency department and ICU over who was responsible for dressing an old man's severe hip pressure ulcer. When the man's family asked for help, each group of nurses told them it was the other group's responsibility. This conflict avoided the patient's needs and caused a delay in his treatment. Ultimately one nurse reluctantly provided dressing, but with an angry demeanor, highlighting the negative impact the intergroup conflict had on patient care. The case shows how lack of clear roles and responsibilities, as well as avoidance behaviors during conflicts between medical staff, can compromise quality of care for patients.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 22

    Conflict Management

    Prepared By: Roz Rizgar, Roshna Jamal, Gashbin Khidr, Hana Khalid
    Supervised By: Mr: ramand , Mr: Emad
    What is conflict?

    Conflict is defined as a clash between


    individuals arising out of a difference in
    thought process, attitudes, understanding,
    interests, requirements and even sometimes
    perceptions. A conflict results in heated
    arguments, physical abuses and definitely loss
    of peace and harmony.
    Why does conflict occur?

    We all have our own objectives, goals, values and priorities that we consider
    to be important.

    • Differences in personalities
    • Inactive listener
    • Poor communication
    • A difference in values
    • Performance issues
    Categories (Types) of conflict

    • Intrapersonal:- is conflict experienced by a single individual, when his or


    her own goals, values or roles diverge.
    • Interpersonal:- is conflict due to differences in goals, value, and styles
    between two or more people who are required to interact.
    • Intragroup:-is conflict within a group or team, where members conflict
    over goals or procedures.
    • Organizational (Intergroup):-is when conflict between groups inside and
    outside an organization disagree on various issues.
    Problem Solving VS Mange Conflict

    • Problem solving is a very general description. It includes issues regarding


    planning, elaboration, development, deployment, delivery, strategy, contract
    disputes, budget issues, resource constraints, scheduling issues, conflict
    resolution and more.

    • Conflict management is specific to problems/issues between employees,


    management of customers, in regards to differing personalities. Conflict
    resolution is a type of problem solving.
    Dimension Of Conflict

    conflict has been viewed negatively as a power struggle, Several assumptions


    drive the perception of conflict as negative:

     Harmony is normal and conflict is abnormal.


     Conflict occurs because of personal problems.
     Conflict should never be forced, because anger, the predominant emotion,
    will escalate the conflict.
     Management of conflict should be polite and orderly.
    (Wilmot & Hocker, 2001, pp. 11–13).
    When conflict is viewed from a positive perspective, there are a number of benefits
    to be gained. Assumptions underlying a positive perception of conflict include:

    • • Conflict is inevitable; learning to manage it effectively is necessary.


    • • Conflict helps people discuss their goals.
    • • Managing conflict can help to resolve resentments and increase
    understanding (Wilmot & Hocker, 2001, pp. 15–16).
    The Conflict Process
    Leader Nurse Roles in The Manage Conflict:

     In fact establishing open communication and employing active listening skills can help leaders and nurse managers
    to manage the conflicts.
     Nurse leaders and managers need to work to engage all staff members as a team to create safe, quality
    patient outcomes. 
     Mutual respect: Those involved in the conflict may need a reminder to be respectful and focus on the
    issue and not the other person.
    Continue…

     Needs versus wants: The nurse leader and manager must help those involved differentiate between what
    they need and what they want.
     Compassion and empathy: Those involved in the conflict may need assistance understanding each other
    and hearing the other person’s position.
     Staying in the “I”: The nurse leader and manager reminds those involved to focus on “I” statements and
    avoid using “you” statements and avoid blaming.
    Common Cause of Organizational Conflict

    • Unclear job roles.


    • Poor communication.
    • Inadequate training.
    • Poor work environment.
    • Diversity of gender, culture …
    • Increase in workload.
    Conflict Styles (strategies) In Nursing And
    Health Care
    Strategies to manage to resolution conflict
    between members in the work place:

    • Collaborating Style (win-win): A combination of being assertive and


    cooperative, those who collaborate attempt to work with others to identify
    a solution that fully satisfies everyone’s concerns.
    • Competing Style : Those who compete are assertive and uncooperative and
    willing to pursue one’s own concerns at another person’s expense.
    • Accommodating Style (lose-win): The opposite of competing, there is an
    element of self-sacrifice when accommodating to satisfy the other person.
    While it may seem generous, it could take advantage of the weak and
    cause resentment.

    • Compromising Style(no win- no loss): This style aims to find an


    expedient, mutually acceptable solution that partially satisfies both parties
    in the conflict while maintaining some assertiveness and cooperativeness.

    • Avoiding Style( lose-lose): involves withdrawing or hiding from the


    conflict. The strategy is not always effective in resolving conflict and
    just postpones the conflict. Because the conflict is not resolved, it
    may reappear again later.
    Common Conflict Resolution
    Strategies:

    1. Don't Ignore Conflict

    2. Clarify What the Issue Is

    3. Bring Involved Parties Together to Talk

    4. Identify a Solution
    Assessment of the Conflict Situation (PEPS
    method):

    • PEPRS assessment guide method use in assessing conflict within the health care
    environment. The major compinents of the framework are :
    ■ Parties involved
    ■ Events/issues
    ■ Power
    ■ Regulation of conflict
    ■ Style of conflicts
    Managing Unit Conflict

    • Confrontation.
    • Third-party consultation.
    • Behavior changes
    • Responsibility charting.
    • Structure change
    • Soothing one party
    Tips for Managing Conflict
    • Accept conflict
    • Listen actively
    • Analyze the conflict
    • Check Understanding
    • Separate the person from the problem
    • Focus on the future
    • Share your interests
    • Be creative
    • Be specific
    • Maintain confidentiality
    • Move past positions
    • neutral language
    Role of Negotiation in the manage conflict:

    • Negotiation is a common way for people to resolve problems and deal with
    conflict. It happens when people wish to talk to each other to find a solution
    to the problem.
    • It actually focused on the win-win situation
    Case study
    • This story is based on a true example that experienced by ourselves, by looking back to the last year (late January) ,
    we had to do training in Adult subject, after the first semester, we divided into some subgroups and each went to
    different part or hospital settings, and the cycle was continued until nearly one month. One day we were in
    emergency department, we saw an old man he had hip bed sore (pressure ulcer) his age was seemed to be nearly
    70 or more years old, his family asked the nurse in emergency department to do dressing for the wound , it was
    really danger! You could easily see the hip bone!
    but the nurse said that it is not his business, and told them you can ask the ICU nurses to do that it’s their own
    work!
    And when they asked them , also they said the same, that it’s not their business and ask the emergency department
    nurses to do it.
    Both of them avoided themselves to do it for the poor old man.
    We noticed that this conflict between nurses made bad effect on the patient outcome.
    But finally one nurse came to do dressing for the patient but with angry face.

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