Conflict Resolution in Clinical Leadership: A Case Study Report

This report analyzes a conflict situation at St. Thomas Hospital, focusing on issues arising from inadequate staff training and poor communication. The report details the events leading to the conflict, the author's role as an Associate Charge Nurse, and the measures taken to resolve the situation, including the implementation of a situational leadership style. It discusses the outcomes for both patients and staff, highlighting the positive changes resulting from improved communication and organizational structure. Furthermore, the report identifies changes implemented to prevent future conflicts and provides key recommendations for enhancing outcomes and preventing similar situations from reoccurring, emphasizing the importance of staff training and effective leadership in healthcare settings. The report is contributed to Desklib, a platform providing AI-based study tools and resources for students, including past papers and solved assignments.

Clinical Leadership and
management

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY ..................................................................................................................................4
(a) Explain the events leading or resulting in conflict situation..................................................4
b) Explain your position in the institution/ward/ workplace;......................................................4
c) Describe the measures you applied to seek immediate resolution;.........................................5
d) Discuss the leadership style employed in the management approach/es that you took to
resolve the conflict;.....................................................................................................................5
e) Discuss the outcome/s for patient and/or staff;.......................................................................7
f) Discuss the change/s that took place as a result to eliminate potential for a similar event to
arise;............................................................................................................................................7
g) Discuss the key recommendations for improving the outcomes and/or preventing a similar
situation from occurring again....................................................................................................8
CONCLUSION ...............................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Clinical leadership defined as clinical staff of health care by undertaking roles and
responsibility of leadership relate with setting, inspiring and promoting mission, vision. It focus
on giving clinical experience by ensuring needs and wants of patients by aiming towards
organizational aims and objectives. This report is based on St. Thomas hospital which is an large
NHS teaching hospital in London, England. It is one of the institute that comprises health
partners of king and a academic health science centre. This report is based on an event that
brings conflict in organizational internal environment and various measures to bring out
immediate solution to reach at desirable outcomes. It also includes leadership style to bring out
appropriate results at time of problem and changes come after that problem into organization. In
that report major concern that management not properly communicate with their staff members
and not proper structure of organisation because they are not enough educated and not able to
understand in proper way. In that context organisation prepare proper plans and policies to
bridge the gap in organisational development and enhancement.
MAIN BODY
(a) Explain the events leading or resulting in conflict situation.
To achieve organizational goals and objectives, management have to coordinate each and
every activity and take care to their precious assets that are human resource (Blumenthal and
et.al . (2012).). The major event that happens in organisation that in particular time frame
management appoint lot of staff members without proper judging their skills and technical
knowledge and after some time it creates gap in staff members and patients. Resulting nursing
staff not able to properly attend patients that hinders self interest of both patients and
management. In St. Thomas hospital the staff members are giving their services from many years
although they are very loyal towards organisational goals and objectives. Problem that changes
in needs and demands of consumers and technological advancement in works and procedures of
that hospitality sector frequently changes (Bhugra, Ruiz & Gupta, (2013). ). Due to changes in
internal and external environment of the business their staff members are not able to adopt these

changes in rapid manner and that affects on their business in adversely. From the above scenario
it has been summarised that organisation have to bring staff as per the requirement of new era
and give them proper knowledge and information that are required to remain relevant in today's
competitive world. In an organisation old and experienced staff members proved beneficial
because they know works and procedures that held in organisation with they are loyal towards
organisation to by giving their best. In order to achieve goals and objectives organisation have to
focus on need of staff members and their potential requirement to each at desirable level in
organisational enhancement.
b) Explain your position in the institution/ward/ workplace;
In the organisation to reach at desirable goals and objectives, they have to properly assign
roles and responsibilities according to the their skills and capabilities. In context of St. Thomas
hospital their major stakeholders are doctors, nursing staff, patients, sweepers and other members
that contributes in development of hospital business ( Coltart and et.al. (2012).). In context of St.
Thomas hospital where I serve as an Associate charge nurse that are experienced registered
nurses who possess leadership, management and effective communication skills. As an
Associate charge majorly responsible for managing, supervising and assisting the other junior
staff to communicate in effective manner and giving suggestion while appoint a person. They
give their services in several charge nurses and each and everyone responsible for various
departments and specialized shifts to gain better results. They provide guidance to administering
care to patients and those who require special care and answer their questions. They also
responsible for giving training and development by arranging courses and conducting seminars
to give proper education and train new staff members. To deliver right kind of knowledge and
information for bring reforms in organisational goals and objectives they have to bring stability
by communicate in effective manner with internal people so that they can share their ideas and
views in proper way by deliver sharing their concerns with the management in proper way. As an
Associate charge nurse responsible to give proper education to serve patients in proper way with
suggest to select best and competent staff members that serve organisational needs.
c) Describe the measures you applied to seek immediate resolution;
Nursing staff are very much important for hospital to give high quality services that are
serving patients in proper way. In that present situation in St. Thomas hospital the staff members
are experienced but not competent to present situation and it create conflicts behind it many

reasons also exist that are Communication gap in employees and organisational structure that
creates hurdles to share proper knowledge and information to the right person at right time (De
Vries, (2013)..). the major conflict event is that organisation select huge no. of staff that not
properly educated and unable to understand technological changes that occurs in hospitality
industry that creates huge gap between management and patients that create conflict in patients
and staff members as they are not serving patients properly .In that context the duty of the nurse
is to communicate in proper manner with their staff members by following a prescribed
communication channel so that any kind of problem not arise in organisation. With the nurse
have to deliver important knowledge and information to the higher authority so that they can take
their appropriate decision in respect of organisation benefit. Nurse have to encourage and
motivate their subordinates in proper way so that they can adjust themselves in changing world
and reap out important benefits out of it. In that case the role and responsibilities of a nurse are
very much crucial to handle all kinds of conflicts that arises in an organisation to reap out
important benefits out of it to reach at desirable outcomes in proper way (Edmonstone, (2014).).
So all are important measures that plays very much crucial role in organisational as well as
individual development to reach at desirable goals and objectives in proper way.
d) Discuss the leadership style employed in the management approach/es that you took to resolve
the conflict;
Leadership style is a method in which the leaders of an organisation handles all the
activities. It basically involves providing direction, implementing plans and motiving the
employees to work with efficiency (Dignam and et.al . (2012). ). Great leaders inspires social
change and political movements of the business environment. Leadership style adopted by a
leader can make and destroy an organisation.
Situational Leadership Style: Situational Leadership Style is flexible in nature. It is an
adaptive type of leadership style in which leaders adjust himself according to the needs and
requirements of an organisation. This is not based on a specific skill of leader, it basically refers
to a style in which he or she modifies according to the need of management.
Requirements for Situational Leadership style:
There some characteristics that a situational leadership style includes.
 Flexibility: The leaders under situational leadership style should be flexible in nature in
order to move seamlessly according to the requirements.

 Trust: The leaders should be able to create trust in the mind of the employees. Trust helps
leaders in making followers who have full confidence on them.
 Problem solving: A situational leader must be understanding in nature, he/she should be
able to solve problems of employees that are faced at work place.
Advantages and Disadvantage of Situational Leader
Situational leadership pros includes
 The leaders under situational leadership are simple in nature, the basis work perform by
them is to evaluate the current situation of the organisation and apply the correct
leadership style.
 Leaders can easily change the management style if the organisation is not able to attain
overall efficiency.
Situational leadership cons includes
 Situational leaders diverts the attention from long term strategies and policy that are
adopted by an organisation.
 One of the most significant disadvantage of situational leadership is that it does not
provide enough information to some of the leaders.
In changing environment organisation have to focus on their leadership style that are very
much important to deal in various situations. In context of St. Thomas hospital when various
kinds of conflicts arise in their organisation they evaluate various factors that they have best
leadership style that sets according to every situation (Giltinane, (2013).). the major reason of
conflict that organisation in a particular time select no. of staff members that are not enough
competent in technological advance world and in that scenario they are not able to serve in best
manner to patients that create huge gap in staff members and patients. In that scenario situational
leadership style is one of the most effective that changes as per the situation that helps managers
and leaders to mould in their present working style in proper way. They leaders and managers
occupy the best leadership style that helps in evaluate and examine in critical situations that give
best results to reach at desirable goals and objectives. To build an effective leadership style
organisation have to evaluate various attributes that are financial position of an organisation,
flexibility of the employees, competitors strategy and best resources to implement it in
organisation to reach at desirable goals and objectives in proper manner.

e) Discuss the outcome/s for patient and/or staff;
To resolve some problem or concern organisation have to pay attention on each and every
spheres and reform in major parts so that effective results should be accomplished. In context of
St. Thomas hospital they affected from the conflict that arise in their organisation due to the not
efficient staff members in their hospital (Mannix, Wilkes & Daly, (2013). ). Further they not
able to communicate with staff members in proper way and behind it there are major causes such
as communication gap in them and they not have any kind of organisational structure which
hinders self interest of people to give their best. In that organisation after analysing major
concern behind the conflict they take proper measures that they set a organisational structure and
communicate in proper manner that give them advantage to understand the reason behind the
major conflicts that arise in an organisation. After adopting all important measures organisation
can be able to give their best in context of organisation as well as for individual. In context of St.
Thomas hospital previously their patients are not satisfied with the services of them but after
adopting major reforms in organisational works and procedures staff and patients feel positive. In
staff members due to effective communication channel they can pass knowledge through the
specified way that proved beneficial to change in working pattern and give motivation to give
their best. On other hand in context of patients that when staff give their best and work pleasantly
they automatically get delighted experience from them.
f) Discuss the change/s that took place as a result to eliminate potential for a similar event to
arise;
In an organisation there are various issues that arise in St. Thomas hospital that are
conflicts arise due to communication gap and not proper structure to share knowledge and
information ( McNamara and et.al . (2014). ). the major conflict event that management appoin
lot of staff as per the need without proper evaluation of their skills and capabilities. In that aspect
staff members not properly communicate and serve the patients. It create huge bridge in
management and staff members as they not able to serve in better manner. Further people are not
as efficient that can adapt changes that arise in an organisation to lead in market. In context of St.
Thomas hospital to get rid from these concerns organisation focus on building a perfect channel
of communication in which everyone share proper roles and responsibilities to reach at desirable
goals and objectives in proper way. They choose a systematic chain so that they can lead in
market and put resources at right place to get right output out of it in proper way. In context of

St. Thomas hospital they follow a organisational structure in which every one passes roles and
responsibilities by understanding their accountability to reach at desirable outcomes in proper
way. They have to select competent staff members that they can adopt changes that occurs in an
external environment of organisation so that they remain competent in dynamic business
environment in positive way. So to resolve conflicts organisation brings various kinds of changes
in which change in communication pattern, internal structure of an organisation and select
competent staff members to remain always competitive in organisation (Reem, Kitsantas &
Maddox, (2014). ).
To reach at desirable goals and objectives or to resolve conflicts organisation have to firstly set
goals and objectives to reach at desirable outcomes in proper way. They also have to give proper
training and development to encourage to resolve issues at first time. To give delighted
experience to consumers they have to update their wait times, backlog reports, monitored
turnaround that give best experience to consumer base.
g) Discuss the key recommendations for improving the outcomes and/or preventing a similar
situation from occurring again.
In an organisation while various kinds of conflicts or adverse situations come, they have
to come with various reforms that proved milestones in organisational growth and enhancement.
The major conflict event that management appoint lots of staff members as per the need without
proper testing their skills and capabilities. After some time it create hurdle and staff members are
not able to communicate and serve properly. That create gaps in nursing staff and patients to srve
in best manner. organisation to remain always relevant into marketplace always have to modify
in their internal organisational structure by observing external environment such as in the whole
world medical facilities become advance day by day. In that case organisation have to give
proper knowledge and information to the employee’s because they initially resist to accept
changes and not ready to apply in organisation (Shaw and et.al . (2014).). In that aspect
management have to give proper knowledge such as benefits for the employees while implement
these changes that are career enhancement and enhance their motivation level and many more
benefits. On other hand organisation have to appoint employees that are efficient as per the
market needs and demand that helps organisation to remain always competitive into marketplace
in proper way. Effective human resource is one of most important assets for an organisation to
lead in market to remain always competitive into marketplace so organisation have to properly

pay attention on needs and wants of employees so that that they remain motivated in giving their
best to enlarge business opportunities in better way (Spurgeon, Clark & Ham, (2017). . Further
organisation have to evaluate taste and preferences of consumers that are new facilities that are
require to give them best treatment to reach at desirable outcomes in proper way. To give
services as per the needs and wants of consumers are most effective way to lead in market
because consumer is the king and if an organisation occupy large market share they have to
consider preferences of consumers in proper way.
CONCLUSION
From the above report it has been summarised that changes are part of an organisation
and by adopting frequent changes in an organisation they can easily lead in market. In an
organisation various kinds of situations arises that sometimes bring positive and negative effects.
To eliminate negative effects organisation have to take proper steps and bring reforms in present
working style of organisation as well as employees. Every organisation faces some kinds of
conflicts in their organisation in that situation organisation have to take proper measures to
resolve particular issue in positive manner. Every organisation have to focus on giving delighted
experience to their consumer base by build products and services as per the demand of them so
that they become loyal consumers. On other hand employees or personnel also are very much
important assets of an organisation so to keep them always motivated organisation have to
properly provide deliverables as per the market scape so that they can give their best in
organisational development and enhancement.

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Clinical leadership