Conflict Resolution in Healthcare: A Case Study and Analysis

This report provides a comprehensive analysis of conflict resolution within a healthcare setting, specifically focusing on a case study involving a nurse and a ward administrator. The scenario highlights a nurse's unprofessional conduct, leading to conflicts with the administrator. The report explores cha...Read More

Running head: CONFLICT RESOLUTIONS ` 1
Conflict Resolutions
(Student Name)
(Institutional Affiliation)

CONFLICT RESOLUTIONS 2
Conflict Resolutions
Conflict usually occurs when people take opposite positions with divergent
perceptions and ideas about something important. Therefore disputes during communication
in healthcare settings are a point of concern (Hartman & Crume, 2014). Some of the conflicts
in healthcare sector arise from difficult decisions made by medical practitioners in hospitals
like putting limitations on life-sustaining treatment of patients. Factors from organizational
disputes when used well they are critical to personal growth, regulatory changes, innovation
and productivity of the organization.
The study case is based on the scenario of a proficient level nurse transferred from
another hospital who was showing lousy character in the hospital. The nurse was found on
the phone discussing a patient loudly at the nursing station in front of patients and their
families by the ward administrator. The nurse has done this severally without respecting
health principals and policies, therefore, arising conflict with the administrator.
There are several challenges anticipated to affect negotiations during conflicts resolutions,
and they include the inability to listen with an open mind, inability to tolerate ambiguity in
conflicts. There is also the unwillingness of committing to integrity, and poor
communication.
There are conflicts resolution skills which have enabled the hospital to bypass
personal differences and opening up to possibilities of better working conditions. The skills
are important in building intimacy and friendship among the parties involved. The summary
skills include, mediation responding creatively, empathy, assertiveness, power of
cooperation, emotional managing, willingness, conflict mapping, negotiations, win-win
approach and perspectives (Maercker & Hecker, 2016). This win-win approach in this case
scenario is about changing the attack to cooperation and that is why the administrator
summoned the nurse in the office. The administrator applied this problem-solving approach

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to solving the case because it was unprofessionally from the new nurse to behave that way.
The creative response approach used this scenario was to turn the conflict into possibilities.
The administrator wanted to show the nurse the wrong that has been committed and
the problems it might put the hospital in trouble. The nurse was bitter at first feeling that she
has the right of speech and no one can take that from her. This was a way to show the nurse
about accepting that she was wrong by discussing patients and their health conditions in the
hospital (Karatepe, 2013). Their administrator used empathy to get across the problem and
how things should be handled to avoid confusion of issues under discussion. The
administrator was trying to put facts on the table concerning the misconduct of the nurse so
that both of them can agree on the facts. The nurse was unable to defend herself from the
facts. The administrator used appropriate assertiveness by telling the nurse the truth about
her manners which were not acceptable in the healthcare sector (Lewis & Smith, 2014). This
is a way of the administrator expressing the feelings about the issue in question.
The reason for using this approach is because the administrator wanted to address the
problem and not the nurse. When the nurse tried to react to the administrator explored the use
of cooperative power to re-direct the discussion and focused more on positive outcomes. This
was a way of telling the nurse about resistance she might face from other health workers or
patient’s families in the hospital. Therefore it was important for the nurse to know the
importance of responding to resistance from patients and other employees (Schlaerth, Ensari,
& Christian, 2013). The administrator of the ward expressed fear about the conduct of the
nurse as it might affect the disciplinary reputation of the hospital. This is the best way of
controlling and managing emotions in conflict situations. The administrator also showed
anger and frustration but it was controlled peacefully because the essence of that was to bring
change to the hospital.

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This emotion from the administrator was vital in managing the anger showed by the
nurse during the confrontation (Bortoluzzi, Caporale, & Palese, 2014). There was
willingness in resolving the problem from the administrator, and that is why the nurse was
called in the office. The nurse was to explain why she has been behaving that way yet she
knows patients are entitled to privacy and protection. There are several laws enacted by the
government to ensure that patient’s data is protected and their privacy respected. The
administrator mapped the conflict through effective communication when the administrator
explained the issues are bringing disputes between him and the nurse. There was a thorough
discussion between the staff members and they wrote down their anxieties and concerns
about the welfare of the healthcare facility. They both came into agreement on putting the
hospital priorities first (McLeod, 2014).
The nurse and ward administrator developed options together by breaking the
problem into smaller units, but they ensured the win-win situation is maintained. They
established positive alternatives to help them in case they don t agree about the issue. While
introducing negotiations, the administrator was hard on the problem of the nurse discussing
patients (Johansen, & Cadmus, 2016). More emphasis was placed on the problems and not
the nurse as a way of solving the matter. Mediation was necessary and relevant in this
conflict resolution because the two staff members established the case by expressing their
views of the conflict. They were objective through validating each other points, and they
supported each other by using caring language when discussing the issue. On broadening
perspectives, each person’s viewpoints made a significant contribution in providing lasting
solutions. Therefore, in the long run, this kind of problem should not occur. The relationship
gained respect and value addition because the nurse eyes were opened to more possibilities
and she learned about respecting patients.
Conclusion

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The procedures nurses use to help them solve conflicting situations at their working
stations depends on their attitudes, skills and negotiation abilities. Nurses must be able to
manage anger in conflict situations. Nurses should make sure they communicate effectively
so that they don’t compromise during conflict resolutions. Health professionals should follow
the rules concerning patients and other family privacy.

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References
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