Conflict Resolution in Nursing Practice: A Presentation

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CONFLICT
RESOLUTION

INTRODUCTION
 Disagreement is one of the aspect of
human nature.
 Conflict among human entities is normal
 Same way it is a normal thing in nursing
 This presentation focus on describing the
conflict in nursing and its resolution.

CONFLICT IN NURSING
 Have you ever been into a conflict?
 Conflict in nursing is a common process
that disables the production of quality
services.
 Transcultural diversity in the hospitals
leads to such conflict.
 Difference in opinion regarding the
treatment.
 Different opinion regarding the
procedures can also lead to conflicts.

CONFLICT RESOLUTION
 Have you ever tried to
resolve any issue or
difference of opinion
during you nursing
practice?
 May of the time we
nurses try to resolve
these issues on our own
and other times we may
require help.
 Dispute resolution skills
are what we need.

COMMUNICATION IN CONFLICT
RESOLUTION
 Communication is the crucial part in
conflict resolution.
 Communication means to talk and to
understand the values and beliefs of thee
the person.
 According to Elena et al (2012), one of
the most effective conflict resolution tool
in nursing is the communication skill.

 STYLES FOR
CONFLCIT
RESOULTION
 COMPROMISING
 ACCOMODATING
 COMPETING
 COLLABORATING
 AVOIDING
 STRATEGIES FOR
CONFLICT
RESOLUTION
 DEAL WITH IT
 THINK IT THROUGH
 TALK IT OUT
 USE A MEDIATOR
 APOLOGIZE WHEN
ESSENTIAL
 WORK ON
COMMUNICATION
SKILLS

LITERATURE EVIDENCE
 Elena et al (2012), examined the conflict
resolution styles that are most effective in nursing.
 The Spanish nurse sample was examined with help
of Thomas–Kilmann Conflict Mode Instrument,
using a dual questionnaire.
 Five styles were mentioned for the nurses to
choose as their most appropriate conflict
resolution style that were accommodating,
avoiding, collaborating, competing, and
compromising.
 The most common style reported was
compromising that has the sense of
communication in it.

ROLE OF NURSING PROFESSIONAL
IN CONFLICT RESOLUTION
 Nurses play a crucial role in conflict
resolution
 Conflict resolution skill is important
 It enables growth and better services
 Use of a proper style during resolution is
important.

LITERATURE EVIDENCE
 According to Cheng (2015), the mediation of
conflict resolution skills in nursing education
is important in contemporary health care.
 The study stated how the disputes among
patient and family members affect the
patient’s health and the nurse working
efficacy.
 The concept of mediator in conflict
resolution was thus identified as an
important and effective phenomenon.

ACTIVITY 1
 What will you do in this case?
 You see while your rounds that a patient is
quarrelling with her wife regarding the use
of pharmacotherapy over complementary
therapy that his wife suggested as a good
treatment for his condition. You saw them
being caught up into a quarrel where wife
wants him to recover through the
complementary therapy that is known in
her culture and the patient want to go
ahead with the pharmacotherapy that the
doctors suggested.

CONCLUSION
 Conflicts can occur at any time and any place.
 Skill build up to be able to resolve such
conflicts in nursing is essential.
 Proper use of communication and mediation
can help resolution process.
 The nurse should be able to provide good
listening quality to act as a mediator (Elena et
al., 2012).
 Nurse should also be able to negotiate the
terms with the parties effectively and
communicate with them to help them come to
a common grounds.

REFERENCES
 Elena Losa Iglesias, M., & Becerro de Bengoa Vallejo, R. (2012).
Conflict resolution styles in the nursing
profession. Contemporary nurse, 43(1), 73-80.
 Cheng, F. K. (2015). Mediation skills for conflict resolution in
nursing education. Nurse education in practice, 15(4), 310-313.
 Pines, E. W., Rauschhuber, M. L., Norgan, G. H., Cook, J. D.,
Canchola, L., Richardson, C., & Jones, M. E. (2012). Stress
resiliency, psychological empowerment and conflict
management styles among baccalaureate nursing
students. Journal of Advanced Nursing, 68(7), 1482-1493.
 Manzano García, G., & Ayala Calvo, J. C. (2012). Emotional
exhaustion of nursing staff: influence of emotional annoyance
and resilience. International Nursing Review, 59(1), 101-107.
 Moreland, J. J., & Apker, J. (2016). Conflict and stress in hospital
nursing: Improving communicative responses to enduring
professional challenges. Health communication, 31(7), 815-823.