CHC43415 E1320 CHCCOM002 Conflict Analysis: Healthcare Scenario Report

This report analyzes a scenario involving a conflict between two nurses in a healthcare department. The scenario depicts a nurse manager's concern about a difficult colleague and the subsequent conflict that arises between two nurses, Ms. G and Ms. H, due to communication issues, perceived bullying, and differing work styles. The report delves into the issues of absenteeism and stress, and the negative impact on the personal and organizational levels. It discusses the conflict management approach, including mediation attempts and the nurses' reluctance to engage in direct conflict resolution. The report highlights the importance of effective communication, peer observation, and educational meetings to address the conflicts. It concludes by emphasizing the significance of conflict resolution skills for healthcare professionals and the positive impact on job satisfaction, team dynamics, and patient care quality. The author provides references to support the analysis and recommendations.

Transcript Video Assessment
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Transcript:
Scenario- A Healthcare Department (Conflict between two head nurses)
A nurse manager Ms. A is coming out of a patient’s ward at around 7 p.m. when suddenly she
was reminded about the nursing assessments she needs to make for tomorrow. She runs towards
her office and then she realizes that Ms. D, the nurse in charge has taken sick leave for the next
day. She is quickly scanning the schedule of the emergency department General Physician about
the replacement to select in place for her. Ms. A recognizes that its another nurse, Ms. H who is
an excellent nurse but its very difficult to work with her as she never considers the clinical
opinion of other nurses in the team while she selects a management plan and treatment for the
patients.
With a relieved mind Ms. A says, “Thank God I got reminded about the assessments to be
assigned. A disaster would have happened if I would have forgotten”.
She paused at the moment while she is turning off her office lights. She says, “I really need to be
here in the morning to ensure that Ms. H starts at a positive point with Ms. G.”
The registered nurse, Ms. G of direct care enters the department for her shift in the morning
around 8 a.m. The day is the same filled with patients, stretchers around in the hallways, while
other patients are waiting in the waiting area to enter on their turn for treatment and
management. But, when Ms. G arrives this morning on the department she learns that she is
going to work with Ms. H who becomes aggressive and demands a lot when she is in charge. She
noticed that Ms. H is not communicating well and have shared the patient’s details suffering
from angina and related information in a limited manner.
On which Ms. H says, “You are not able to share the proper information about the patients”. This
led to a conflict between Ms. G and Ms. H.
As Ms. H says, “Ms. H is not able to complete her own work and has a different perception of
other’s work”.
The nurse Ms. G indicated on such allegations of Ms. H and says,” I have been a recipient of
bullying and I am always being verbally harassed by Ms. H. She is abrasive and hence the other
team members fear her abusive behavior and style. I am not saying anything due to the fear of
being retaliated. We have highly variable work patterns and communication skills.” Ms. G also
says that “ Ms. H is very rude, highly directive and has a feeling of abruptness with other
patients”.
Written Assessment
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Introduction
In the scenario, both the nurses started accumulating relevant sick time as well as attributing
absenteeism, in case of stress related to work. There are several issues going on between the
nurses. The scenario is uncertain and is problematic for them to manage in such a surrounding.
Such types of conflicts have a negative impact on personal as well as their organizational level
(Jerng et al., 2017). In the present case, Ms. H follows the avoidance strategy at that time of
conflict in terms of alterations in interpersonal relations with Ms. G as she is trying to protect her
self-values for managing the situation. Even the other members of the department started to
discuss the difficulties. Therefore, in order to resolve the conflict at the initial level, an effort is
made to develop a plan for mitigating damage while putting an end to the gossip in the
department.
Discussion
Analysis
I tried mediation without any supportable achievement. I initially tried talking with both the
participants and one of the nurses i.e., Ms. H told me that she belongs to an environment in
which direct conversation of conflicts is avoided, and thusly she realized the procedure hard to
engage. An examination was directed regarding the charges of Ms. G of being bullied and
verbally harassed. I concluded that the charges of Ms. G are unrecognized and the major issue is
that both the participants don’t acquire sensible duty towards ending the personal conflicts and
differences. Conflicts among nurses and healthcare professionals negatively affect the
maintenance of qualified staff as well as the patients in the department (van der Maat, 2018).
Furthermore, the reduction in the number of nurses and other professionals because of job
disappointment caused due to conflicts in the workplace making it a stressful place.
Management of Conflict
The participants after consideration agreed to work with mentors that will try to help them to
resolve how to effectively convey their own idea of the conflict through communication, and
also to suggest answers for the resolutions. During this procedure, I tried to develop a job
settlement meanwhile the participants are not allowed to have any contact. I tried to include other
team members of the unit to identify the other issues that lead to the conflict and they agreed to
cooperate on a continuous basis for discussing potential activities as well as educational
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meetings which help in addressing the recognized concerns. Peer observing and acknowledgment
causes a fundamental increase in healthy interactions among the participants (Van Keer et al.,
2015).
Conclusion
Conflict is a critical issue inside healthcare departments and everywhere throughout the world.
To conquer relational conflicts in the healthcare setting requires precise information and abilities
for healthcare experts to lessen the event of conflicts. This assessment has suggestions for
healthcare professionals and organizations who look to oversee conflicts among participants to
lessen its negative outcomes in the workplace. Figuring out how to resolve conflicts has assisted
me with feeling more job fulfillment and clearly positive effect on patient's quality of care. If
healthcare professionals are treated with respect by their team members and are working with
positive connections and spirit, they will encounter a positive workplace with fewer conflicts.
References
Jerng, J., Huang, S., Liang, H., Chen, L., Lin, C., Huang, H., Hsieh, M. and Sun, J. (2017).
Workplace interpersonal conflicts among the healthcare workers: Retrospective
exploration from the institutional incident reporting system of a university-affiliated
medical center. PLOS ONE, 12(2), p.e0171696.
van der Maat, E. (2018). Simplified complexity: Analytical strategies for conflict event
research. Conflict Management and Peace Science, p.073889421877107.
Van Keer, R., Deschepper, R., Francke, A., Huyghens, L. and Bilsen, J. (2015). Conflicts
between healthcare professionals and families of a multi-ethnic patient population
during critical care: an ethnographic study. Critical Care, 19(1).
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