Nursing Communication Tools and Conflict Management in Health Care

This document discusses the importance of nursing communication tools, specifically the ISOBAR tool, in improving communication among health care professionals. It also explores the barriers and facilitators of using ISOBAR. Additionally, it discusses the conflict management framework and the patient-centered care model in the context of patient care and conflict situations. The document provides insights into maintaining patient dignity and respect and managing conflicts in clinical practice.

Running head: HEALTH CARE
Health care
Name of the student:
Name of the University:
Author’s note

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Activity 1: (Nursing Communication Tools)
The handover tool ISOBAR helps improve communication with other health professional
because it provides appropriate structure for health care professional to transfers information
about a patient to other staffs during a shift change over or during reporting of clinical
deterioration in care. It is a validated tool that guides health care staff in effective handoff and
transfer of patient care in various health care setting. Evidence shows the benefits of the tool in
reducing risk of adverse events in hospital settings too (Shahid & Thomas, 2018). Regardless
how well a tool is designed, ineffective communication can occur. According to Fealy et al.
(2019), two barriers to the use of ISOBAR include environmental obstacles like distraction and
interruption and limited training in clinical handover. In addition, the facilitators of ISBAR use
include interdisciplinary collaboration and readily acceptable IT system. To ensure the tool is
effective, in my nursing practice I will make sure I provide adequate training to staffs regarding
the importance of clinical handover and teaching ways to effectively use the ISOBAR tool in
daily clinical practice.
Activity 2:
In the context of scenario 2 dealing with the values of patient-centred care issues and the
way patients should be approached during care, the conflict management framework and the
patient centred care model can be used to displaying resilience and providing professional care to
the patient.
Activity 3:
The nursing concepts related to conflict management framework and the patient centred
care model will be used as they provide insight into the manner in which patient dignity and

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respect should be maintained and conflict situation should be managed during clinical practice.
The scenario displays a conflict scenario because the patient is not satisfied by the way nursing
student offers him assistance during the shower. He has approached the patient in a wrong
manner resulting in anger and aggressiveness of the patient. As in this scenario, the patient
display aggressive behaviours towards the nursing students, conflict management framework is
relevant to this scenario as it provides a framework to identify how conflicts occur and how this
can be resolved. It defines several factors that lead to conflict such as conflicting working styles,
personal values and miscommunication. It also defines methods to resolve conflict such as time
management, recognizing different levels of power, reflecting perspectives and understanding
client expectations (Foster et al. 2015). Hence, the concepts from the framework can be applied
in the scenario to understand how conflicts occur and how this can be managed.
By using the patient centred care model, the nursing student’s action can be corrected. As
the nursing student did not use the values of patient-centred care while implementing care, it
resulted in patient dissatisfaction with care. Hence, patient centred care model can assist nurse in
identifying the communication style needed to interact with patient and respect their wishes and
preference while delivering care. Following the patient-centred care model will provide guidance
regarding the way care should be coordinated and patient’s preferences be respected while
delivering care (Moore et al., 2015).

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References:
Fealy, G., Donnelly, S., Doyle, G., Brenner, M., Hughes, M., Mylotte, E., ... & Zaki, M. (2019).
Clinical handover practices among healthcare practitioners in acute care services: A
qualitative study. Journal of clinical nursing, 28(1-2), 80-88.
Foster, K., McCloughen, A., Delgado, C., Kefalas, C., & Harkness, E. (2015). Emotional
intelligence education in pre-registration nursing programmes: An integrative
review. Nurse Education Today, 35(3), 510-517.
Moore, J. E., Titler, M. G., Low, L. K., Dalton, V. K., & Sampselle, C. M. (2015). Transforming
patient-centered care: development of the evidence informed decision making through
engagement model. Women's Health Issues, 25(3), 276-282.
Shahid, S., & Thomas, S. (2018). Situation, Background, Assessment, Recommendation (SBAR)
Communication Tool for Handoff in Health Care–A Narrative Review. Safety in
Health, 4(1), 7.