Conflict Management Case Study: Healthcare Conflict Resolution

This case study examines conflict management within a healthcare setting, specifically focusing on a scenario involving a registered nurse, Nancy Stone, and physicians. The case highlights the challenges arising from a lack of formal policies and the resulting conflicts. The assignment emphasizes the importance of addressing conflicts directly, initiating respectful communication, and potentially involving mediators to resolve disputes. It also explores strategies such as active listening, open-ended questioning, and reflecting on the issues to foster better relationships and improve patient-centered care. The case study draws on research to support the implementation of effective conflict resolution techniques and their impact on improving collaboration, productivity, and patient satisfaction within the healthcare environment. The solution also references various research papers that support the conflict resolution methods. The case study ultimately aims to demonstrate how effective conflict management can strengthen interpersonal relationships and improve the overall quality of patient care.

Running head: CONFLICT MANAGEMENT
Conflict management
Name of the student:
Name of the university
Author note:

1CONFLICT MANAGEMENT
Conflict management:
With growing conflict in the health care sectors, Conflict management is become one of
the integral part of health care system. The conflict frequently arises in the health care system
due to the dysfunctional team, decreased patient satisfaction and employee turnover (Cherry &
Jacob, 2016). Therefore, research demonstrated that acquiring conflict resolving skills result in
improved collaboration, productivity, and patient satisfaction. The case study represents the
description of Nancy stone who is a registered nurse discharge from PCs who was facing conflict
with some of the physicians and PCS does not have an employee manual and no policies
concerning discharge. Therefore, in order to resolve conflict, the first step is to address the issue
of the conflict and after addressing the conflict, it is crucial to confront the physicians with
whom she was experiencing conflict. The conflict would be managed by initiating a conversation
between Nancy stone and physician without expressing any aggression. Another way of
maintaining mutual respect is to seek the assistance of any mediator for confrontations in order
to resolve the conflict and preparing themselves for consequences (Ramos et al., 2015).
According to Billing et al. (2014), conflict in the health care system can be managed through
different strategies. The conflict between physicians and Nancy can be reduced through
validating, asking the open-ended questions and listening to the physicians involved in the
conflict, Responding with respect and reflecting on how to reduce the issue so that she can get
along with the physicians (Chan, Sit & Lau, 2014). Furthermore, the conflict resolving process
will resolves the issues Nancy was experiencing and strengthens the interpersonal relationship
between Nancy and physician, which will further improve patient-centric care.

2CONFLICT MANAGEMENT
References:
Billing, T. K., Bhagat, R. S., Babakus, E., Krishnan, B., Ford Jr, D. L., Srivastava, B. N., ... &
Setiadi, B. (2014). Work–family conflict and organisationally valued outcomes: The
moderating role of decision latitude in five national contexts. Applied psychology, 63(1),
62-95.
Cherry, B., & Jacob, S. R. (2016). Contemporary nursing: Issues, trends, & management.
Elsevier Health Sciences.
Ramos, F. R. S., Brehmer, L. C. D. F., Vargas, M. A., Trombetta, A. P., Silveira, L. R., & Drago,
L. (2015). Ethical conflicts and the process of reflection in undergraduate nursing
students in Brazil. Nursing ethics, 22(4), 428-439.
Chan, J. C., Sit, E. N., & Lau, W. M. (2014). Conflict management styles, emotional intelligence
and implicit theories of personality of nursing students: A cross-sectional study. Nurse education
today, 34(6), 934-939.