Conflict Resolution Strategies in Nursing: A Case Study of Mrs. Jennifer Jones

Case Study
Mrs Jennifer Jones an elderly lady whose husband died less than six weeks ago.
When she was a young adult she was diagnosed with Meniere’s Disease and is
now in stage 3 (end stage) of the disease, having lost over 90% of her hearing
bilaterally. She suffers frequent dizzy spells and has difficulty coping in noise-
polluted environments due to the effects of overwhelming sound reverberations.
She continues to live alone in the family home and although her son lives
interstate, they regularly communicate using Auslan sign language via Skype.
Yesterday morning, Mrs Jones was found on her kitchen floor. She had
experienced a severe bout of vertigo and dizziness, and had fallen heavily on her
right side. She sustained a Colles fracture of her right wrist, bruising over her
right hip, and a badly sprained right ankle. Although there are no other physical
injuries, the fall has severely shaken her confidence.
You have been allocated to assist with the care Mrs Jones, who has been
transferred to the ward following surgical fixation of the right wrist fracture. Her
right ankle has been strapped in a special ‘boot’, although she is yet to attempt
to ambulate due to her residual vertigo.
The surgical ward consists of patients of both genders. When you tie back Mrs
Jones’s curtain, you notice she is visibly upset to realise that she is in a room
with three other young men. Whilst they (and their visitors) greet her, she
cannot hear what they are saying.
You are concerned that the hospital has overlooked Mrs Jones’s circumstances,
and feel worried that environment will cause major upset to her and her
recovery. You consult with your supervising Registered Nurse for a possible
solution.
The Registered Nurse listens to your concerns about Mrs Jones’s situation. The
RN explains to you that there are no spare beds and that nothing can be done
about the situation. She also informs you that Mrs Jones’s hearing loss means

she ought to be able to rest easily in that room, and instructs you to pull the
curtain around her bed and get on with your work.
When you come back to perform routine observations, you discover that Mrs
Jones is crying. She is distressed by having the curtains drawn as now she cannot
see, let alone hear, what is going on around her.
Continued...........
You are very frustrated and angry with the RN. While you are on a break you
decide to post your feelings on Face Book and discuss Mrs Jones’s situation.
Feeling angry and aggressive, you approach the Registered Nurse again. She
reiterates her position and states that it’s a hospital, not a hotel, and Mrs Jones
ought to appreciate she has a bed at all. Furthermore, she says most women
would love to share the room with those young men, and Mrs Jones should quit
complaining. She turns away from you.
You are aware that there is a patient, Mrs Myers, in a private room going home in
a day or so. Mrs Myers is ambulant, and has also previously spent time in the
shared area. You approach the Clinical Nurse Manager without consulting your
supervising RN. You discuss Mrs Jones’s situation and your ideas for a solution
with her. The CNM agrees with you.
1. As a result of voicing your initial concerns, there is now some
conflict between yourself and the supervising Registered Nurse.
a) Outline strategies to manage the conflict.
 Explain Mrs Jones’s situation to supervisor and what you think the
might be benefit with her.
 Ask supervisor for what you can do or help to support Mrs Jones
in this situation at the moment.
 Find a relax time to talk with supervisor
 Delete post on her facebook which may cause a conflict and
show an unprofessional behaviour.
 Discuss the situation with the Registered Nurse while promoting
conflict resolution skills like
 Listening to what is said and felt by the Registered Nurse:
Listening to what is said and felt by the registered nurse will
not only help me connect to my personal emotions and