Best Approach to Workplace Conflict Resolution

Conflict is an inevitable part of any work environment, including healthcare settings. Workplace conflict resolution is essential in maintaining a positive work atmosphere, improving patient care, and ensuring a collaborative healthcare team. Nurses often encounter conflicts that arise due to differences in personality, workload distribution, communication barriers, or ethical concerns. Understanding the five conflict management modes—avoiding, accommodating, competing, compromising, and collaborating—helps in determining the best approach to resolving conflicts effectively (Thomas, 2008). This essay explores a real-life nursing conflict, examines it through the lens of conflict resolution strategies, and identifies the most effective method for resolving it.

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Description of a Nursing Conflict

A significant conflict arose in a busy hospital ward between a senior nurse and a newly hired nurse. The senior nurse, accustomed to handling patient assignments independently, was reluctant to delegate responsibilities to the new nurse, fearing mistakes that could compromise patient safety. The new nurse, eager to gain experience and contribute, felt undervalued and frustrated by the lack of trust. Tension grew over several shifts, leading to miscommunication and a strained work environment. The conflict ultimately affected the overall team dynamics and patient care.

Resolving the Conflict Using the Five Modes of Conflict Management

1. Avoiding

The avoiding mode involves sidestepping the conflict or ignoring it entirely. In this scenario, both nurses could have chosen to remain silent about their frustrations, hoping that the conflict would resolve itself over time. However, avoidance may not be the best approach in a healthcare setting, as unresolved conflicts can lead to increased stress, poor teamwork, and diminished patient care (Rahim, 2011). Avoidance may temporarily reduce confrontation, but it does not address the root cause of the issue.

2. Accommodating

In the accommodating mode, one party prioritizes the needs of the other at the expense of their own concerns. If the new nurse adopted this approach, she would simply comply with the senior nurse’s demands, suppressing her desire for responsibility. While this may preserve peace in the short term, it could lead to dissatisfaction, low morale, and decreased job engagement (Deutsch, 2014). Similarly, if the senior nurse accommodated the new nurse’s wishes without proper training and supervision, patient safety could be compromised.

3. Competing

A competing approach occurs when one party seeks to win at the expense of the other. If the senior nurse took a competitive stance, she might continue to assert her authority, dismissing the new nurse’s concerns entirely. Alternatively, if the new nurse adopted a competitive approach, she might demand equal patient assignments without considering her lack of experience. This mode often leads to resentment, power struggles, and a toxic work environment (Thomas & Kilmann, 2010).

Competing as a conflict resolution mode may seem counterintuitive because it involves one party seeking to win at the expense of the other. However, it is useful in situations where a quick, decisive action is necessary, such as in emergencies or when patient safety is at risk. In nursing, a competing approach might be taken if a nurse insists on following a strict protocol despite opposition, ensuring adherence to best practices. However, while competing can resolve conflicts rapidly, it often leads to resentment and does not foster teamwork. It is best used selectively when patient care or ethical concerns require a firm stance.

4. Compromising

A compromise involves both parties making concessions to reach a mutually acceptable solution. In this case, the senior nurse and the new nurse could agree on a gradual delegation of responsibilities. The senior nurse might allow the new nurse to take on more tasks under supervision, ensuring patient safety while also fostering professional growth. This method is practical and often effective, though it may not completely satisfy both parties (Rahim, 2011).

5. Collaborating

Collaboration is the most effective conflict resolution strategy, as it seeks to address the concerns of all parties while fostering teamwork. In this case, the senior nurse and the new nurse could engage in an open discussion facilitated by a nurse manager or mediator. They could explore their perspectives, identify common goals, and develop a mentorship plan that balances patient safety with professional development. This approach not only resolves the immediate conflict but also strengthens workplace relationships and improves team performance (Deutsch, 2014).

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Selecting the Best Mode of Conflict Resolution

Among the five conflict resolution modes, collaboration stands out as the most effective strategy for this nursing conflict. Unlike avoidance, it directly addresses the issue; unlike accommodation, it ensures both nurses’ needs are met. Collaboration avoids the negative effects of competition and offers a more satisfying resolution than simple compromise. The expected outcome of this approach includes improved communication, enhanced teamwork, and a supportive work environment that ultimately benefits patient care (Thomas & Kilmann, 2010).

Workplace conflict resolution is crucial in nursing to maintain a functional and productive healthcare team. Conflicts like the one between the senior and new nurse can negatively impact morale and patient safety if not addressed effectively. By understanding the five conflict management modes, nurses can apply appropriate strategies to resolve disputes. Collaboration, which emphasizes mutual respect, shared goals, and open communication, is the most effective resolution method. By fostering a culture of collaboration in healthcare settings, conflicts can be transformed into opportunities for growth and team cohesion.

References

Deutsch, M. (2014). Cooperation and conflict: A personal perspective on the history of the social psychological study of conflict resolution. Springer.

Rahim, M. A. (2011). Managing conflict in organizations. Transaction Publishers.

Thomas, K. W. (2008). Conflict and conflict management. In W. K. Hoy & C. G. Miskel (Eds.), Educational administration: Theory, research, and practice (pp. 203-209). McGraw-Hill.

Thomas, K. W., & Kilmann, R. H. (2010). Thomas-Kilmann conflict mode instrument. CPP, Inc.