Reflective Journal: Leadership, Conflict Resolution & Management

This reflective journal delves into an experience where the author, a supervisor, navigates a conflict arising from an intern's mistake. The journal details the author's struggle with anger, the decision to support the intern, and the subsequent reflections on leadership, conflict resolution, and personal growth. The author analyzes the situation using personal perception theory and the cognitive behavioral theory, emphasizing the importance of managing anger and employing empathy. Key takeaways include improved skills in handling difficult situations, fostering better relationships, and understanding the impact of philanthropic actions. The journal highlights the transformative power of apologies and the shift from an aggressive approach to a more understanding and supportive leadership style, ultimately leading to improved management skills and a more positive work environment. Desklib provides access to similar solved assignments and study resources for students.

Reflective Journal 1
REFLECTIVE JOURNAL
By (Student’s Name)
Professor’s Name
College
Course
Date

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Reflective Journal
Date; 23rd MAY 2018
Event
I had learned how to control my anger after refusing to engage in an argument with my
supervisor over a patient is the family of a patient complained of having been given the wrong
drugs due to file exchange by an intern. They threatened to sue the hospital if nothing was done.
They demanded compensation from the hospital. They needed the hospital to provide free care
for the patient. I decided to approach the family later and asked them to reconsider. The intern
who was also going to be deferred from the hospital, I requested that the Board allow him a
second chance and that it was all my fault. I paid for the rest of the hospital expenses of the
patient.
What did I learn?
Controlling my anger during the scolding by the boss made me realize I could save a lot
rather than my previous experience of engaging in heated arguments especially in the early
mornings. I was able to hold myself quietly even if the supervisor called me names. These made
me see the perspective I had never noticed before. The only magic I realized is mentioning the
word “sorry”. That made a lot of difference this morning .this made me realize what I had never
learned before. The noble action of giving the intern a second chance made him realize the how
important it was to handle patients record with care.
What could have I done better
I wish I had not gone to work late this morning. The right file was just in my locker, the
wrong file wouldn’t have made the patient get the wrong treatment. I said sorry but I think I am
able to do more by getting the patient family and apologizing to them too. The apology to the

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supervisor isn’t enough. I should have well talked to the patient, maybe he would understand that
the family would. I wouldn’t have paid the hospital bill. I would have extended appreciations
you to the board who allowed the intern to continue operating at the hospital.
What went well?
The reaction I gave to the supervisor changed a lot. His perspective of the hard person
whom he knew me to be has changed. It also changed my perspective on managing my anger. I
learned that every time we angry about something, the best decision is to always about.
Long-term implications
I realize that anger is not the best way to tackle issues at all times, there are other better
ways to tackle issues other than the aggressive ways that I had previously used. The apology
brought more understanding and bonding within the work environment.
I also learned that from today henceforth. I am going to tackle my anger issues alone. I won’t
transfer my mood problems from my house to the workplace. The incident opened my eyes to
how simple actions can have a great impact on the problems that people face.
Analysis of Journal
I realized I was dealing with the main issue which was a personal conflict. I had a
problem understanding the anger that rises in me when being scolded for another person’s
mistake just because am their supervisor. I thought everyone should be responsible for what they
do. That morning the perspective I took, standing up for another person made me realize that,
whenever in management we are made to serve the people who are under our watch and not to
intimidate them.
The conflict in me was torn between, whether to scold the intern and let him get
suspended from the hospital or allow him to stay. He had left so many apologies on my phone

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through text. I although felt that he never took his work seriously. On the other hand, I thought I
was supposed to take the blame for the student since I was in charge of him and did not prepare
him well for how health records are one of the most important things to a patient. At this time it
was quite difficult to make a decision knowing that each decision could lead to grave
consequences. I decided to consider the theory of personal perception in trying to resolve my
conflict.
After and during the incident I decided not to act until my anger and anxiety had reduced.
From the personal expectations I had. I realized I expected much from the interns who were
really not flexible enough. I realized I didn’t consider their past with was rather shanty and had
affected their whole perspective of how they acted. Later that night I realized the affected intern
had previously been having financial problems. He had to try and get money to keep getting the
see grandmother at home cancer drugs. These affected his judgment a lot and might be the cause
of the wrong patient diagnose that he had done.
The other thing I considered in solving my stalemate was putting my shoe in the other
person’s situation. I had to imagine what the intern was going to feel had he been suspended
from the hospital. I also considered the family who was raising genuine concerns. After
considering my option I decide the best way to solve the conflict was to apologize to both
parties. This decision was based on the theory of best strategy for solving conflicts. The theory
emphasizes that for personal conflicts, it is best for them to be solved, through apologizing.
The apology makes the offender feel you have learned your lesson and will never repeat
such deeds again. An apology is also a way of showing you regret your actions and if there is any
way you would wish to compensate for them, then you would happily consider it. The effect that
apology creates on people especially genuinely made me take the decision of apologizing to

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everyone including the intern who had gotten us into this mess. I apologized to him for having
not given him the right direction I was supposed to.
Personal Reflection
The reaction gave me a perspective I had never realized before. The effect of what I had
done when the supervisor dropped a flower at my door, with an apology of having scolded me
that morning. This had me thinking that anger and anxiety should not direct our course of action
when we are attacked by a decision we are supposed to make. In my reflection I thought of the
following;
My unique gifts
I realized I had a gift me in solving disputes. The approach I gave to the family of the
sick affected patient opened my eyes to the ability I had. I told the family the effects that their
actions would cause. I convinced them in agreeing with me that the intern was young and doing
that to him was going to cause more torture to him. I narrated to them the grandmother situation
of the young intern. They finally agreed to my terms when I offered to pay the rest of the hospital
bill for the patient. I reflected on my ability to act while under pressure. I noticed am good at
acting when under a lot of pressure. Being aware that the incident would cost me my job, I had to
take the best decision to salvage the situation. Making the right decision under such pressure
made me realize am a good problem solver.
I also reflected on my time management. I noticed taking a lot of time in the night
connecting with the patient exhausted me a lot. This made me take a lot of time to get to work in
the morning. I have to, therefore, reschedule for another part in the evening that will consider my
morning hours to get to the job early. Getting to work early will also help in taking the interns
through the record of the patients to avoid the recurrence of the mistake once again.

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I reflected on how to assign work so that it fits the abilities of the interns. I had to
change the interns after learning their abilities. The interns with greater abilities, I moved them to
patient management while the ones that had slower abilities I got them to health records. The
change helped in managing the confusion among them as each only took one task.
I reflected on my relationship with my supervisor and other workers in the hospital. I
realized that before the incident my relationship with the supervisor and my intern was so
official, after the incident and the capabilities I had shown in solving the dispute, the relationship
became so casual. They approached me with different issue hoping I would help them solve. The
supervisor can now often come to my office requesting for different professional advice. My
relationship has generally improved.
I reflected on my personal behavioral preferences. My previous aggressiveness and
anger were not good. When angry its best not to take any decisions. With my anger, I had lost a
lot of relationships that took me a job-threatening risk to gain back.
Linking to Theory
The cognitive behavioral theory that was developed by cognitive behaviorist like Ivan
Pavlov. Supported by DR J RYAN FULLER in his book Cognitive Behavioral Theory, argues
that there are different levels of what triggers the anxiety and response for a person towards the
action that one takes to a situation. The fear slowly develops to anxiety hierarchy that leads to
personal conflict.
The personal conflict that developed in me was due to the underlying disturbance in my
mind that I could not relate to my fellow workers. The workers complained of my anger and
anxiety, I didn’t have the best way to resolve this pattern. Having learned about the systematic
desensitization involve me as the patient, knowing this underlying tension to help to solve my

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anger issues. I decided to manage my anger to help me in solving my personal conflict. I realized
if I solved my anger issues the personal relationship would even grow more with my colleagues.
I decided to begin working with my interns and my supervisor who were the immediate people
around me.
I used the following methods developed from the cognitive-based theory to manage my
anger:
Holding before you speak
In the heat of the moment as the supervisor had just stormed into the office and
complained to me showing the anger written all over his face. It’s best that I don’t say anything
like I did. Exchanges might lead to more annoying situations. The session also allows for thought
collection and avoid regrets.
Once calm, express the anger
As soon as I started thinking clearly, I expressed my anger by getting back to the intern
and asked him to join me in apologizing to the affected family. My concerns were well expressed
to the family, the board and to the intern without hurting them or trying to control them in any
way I could. The theory is totally in line with my beliefs and the way I reacted to that particular
situation that has forever remained an eye-opener.
Management Improvement
The experience helped improve my management skills as it shaped my personality and
perspective truths in the following ways;
It improved my skills in handling situations. Having handled the previous situation with
anger and rage, I learned to handle threatening and difficult situations.

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The experience also showed me that the best way to improve the relationship with others
is to provide a hearing to their problems. When I turned a listening ear to my colleagues, they
believed in me and our relationship has improved.
I have also learned that in management, philanthropic activities are very helpful in
solving difficult stalemate and situations. By offering to settle the bills at my expense, most
people believed in me. The supervisor also believes in my abilities that he now inquires
professional advice from me.
The experience made me know that management surpasses the office and work
environment but involve getting into people a personal life of people. Understanding people who
do not have the same belief as yours.