Resolving Nursing Conflict: Choosing the Collaborative Approach

QUESTION

Jill and Neil are both nurses working the same shift. Jill is responsible for patients in rooms 1-6 and Neil is responsible for patients in rooms 7-12. Over the course of their shift, both nurses routinely visit their patients’ rooms to take vitals and deliver medication. On one of his rounds, Neil attends to his patient in room 8. He reads the chart and notices Jill’s initials signaling that she had already checked on this patient. A bit confused, he continues on to his next patient. After another hour goes by, Neil returns to room 8 and again notices Jill’s initials on the chart. Neil thinks to himself, “What is she doing? I’ve got it covered. She’s checking my work. She must think I’m incompetent.” Neil decides to approach Jill and see what is going on. Out of the five approaches to dealing with conflict, which approach would you use and why?

ANSWER

Resolving Nursing Conflict: Choosing the Collaborative Approach

Introduction

Conflict is an inherent part of any workplace, and healthcare settings are no exception. The scenario involving nurses Jill and Neil illustrates a situation where potential conflict arises due to a misunderstanding or miscommunication. When faced with such conflicts, it is essential to choose an appropriate approach to address the issue effectively. In this case, employing the collaborative approach is the most suitable choice due to its focus on open communication, mutual understanding, and problem-solving.

Understanding the Collaborative Approach

The collaborative approach to conflict resolution emphasizes a win-win solution, where both parties work together to find a mutually beneficial resolution. This approach is characterized by:

1. Open Communication: Collaborative conflict resolution encourages open and honest communication between the involved parties. It fosters an environment where individuals can express their concerns, share perspectives, and actively listen to one another.

2. Active Problem-Solving: The collaborative approach aims to identify the root causes of the conflict and collaboratively develop solutions. It involves brainstorming, evaluating alternatives, and seeking common ground.

3. Mutual Understanding: It emphasizes empathy and understanding of each party’s viewpoints, feelings, and needs. This understanding helps build trust and promotes cooperation.

4. Commitment to Resolution: Parties involved in the collaborative approach are committed to achieving a resolution that benefits both sides. They are willing to compromise and make concessions to reach a mutually satisfying outcome.

Applying the Collaborative Approach to Jill and Neil’s Conflict

In the scenario provided, Neil, noticing Jill’s repeated initials on the chart, experiences confusion and possibly frustration. Rather than making assumptions about Jill’s intentions, he decides to approach her to understand the situation better.

Here’s how the collaborative approach can be applied to resolve their conflict:

1. Initiating Communication: Neil approaches Jill in a non-confrontational and respectful manner. He expresses his observations and feelings, emphasizing his desire to understand the situation better.

2. Active Listening: Jill listens attentively to Neil’s concerns without interrupting. She acknowledges his feelings and clarifies her own perspective, explaining her actions and intentions.

3. Seeking Common Ground: Both nurses engage in a discussion to identify the underlying reasons for the repeated chart initials. They may discover that there was a genuine misunderstanding or miscommunication about patient responsibilities.

4. Brainstorming Solutions: Jill and Neil collaborate to brainstorm potential solutions to prevent similar misunderstandings in the future. This may involve clarifying roles and responsibilities, improving communication channels, or using a shared documentation system.

5. Agreeing on a Resolution: Ultimately, they agree on a resolution that benefits both of them and enhances patient care. This could include a clearer communication protocol or a mutual understanding of each nurse’s responsibilities.

Conclusion

In resolving conflicts in healthcare settings, the collaborative approach stands out as the most effective method due to its emphasis on open communication, active problem-solving, mutual understanding, and commitment to a mutually beneficial resolution. By applying this approach, nurses Jill and Neil can not only address their current misunderstanding but also strengthen their working relationship, fostering a collaborative and harmonious healthcare team that ultimately benefits patient care.