Resolving Conflict Course Reflection
I have really enjoyed this “Resolving Conflicts” course. I have learned a lot in it too. The ideas and methods for resolving conflicts that I have learned will become an important part of my practice. Those important concepts, including how to preserve relationships while resolving conflict, how to recognize and manage the sources of conflict, how to recognize and respond to conflict, how to resolve conflict with difficult people and how to develop communication skills to resolve conflict will all come in useful because I know that as a nurse leader in the future, I will encounter conflict. I am happy that I have learned how to go about resolving it.
Preserving Relationships
The way to preserve relationships during conflict is to be fair with all parties of the conflict. Listening to what each person has to say, and communicating well with each one of them is vital for preserving relationships. Seal (2017) of Minority Nurse says, Communication provides an opportunity to share thoughts and problems as well as the reason why they are having conflicts (Seal, 2017). Even if someone is unhappy with the outcome, they will remember that the nurse manager listened to what they had to say and communicated well why he or she made the decision that he or she did.
Recognize and Manage the Sources of Conflict
A good nurse leader will be able to recognize the source of conflict, and it may not always be the obvious. Perhaps it is not the unhappy employee who is having troubles at home. Perhaps it is the bully, for instance, who constantly pesters the nurse so that it only seems as if she is bringing her home life to work. She is being professional, but the stress the bully is causing her adds to the stress she already feels. Seal (2017) says, “Recognizing the legitimacy of conflicting needs and analyzing them in an environment of compassionate understanding will lead to successful problem solving. Use critical thinking skills to analyze the problem and plan your strategy” (Seal, 2017). It also helps to remain calm and communicate with the nurse who seems to be the source of the conflict. It is also wise to ask if the stress the nurse is feeling is caused by a work situation or a home situation. This might then bring the bullying out into the open, and the real source of the conflict, the bully, can then be dealt with.
Recognize and Respond to Conflicts
The scenario above talked about bullying, which is something that nurse leaders should be able to recognize. If their followers are in tune with them, nurse leaders will be one of the first to know of the problem. Nurse leaders must act in a bullying situation even if they did learn as a child that if the victim of bullying does not respond, the bully will give up. That is not usually the case. By not reacting to the bullying situation, they are allowing the cycle to continue. The Sentinel Watch (2015) says, “Disruptive behaviors not only threaten the morale and emotional well-being of staff, but can undermine patient safety as well. . . . This means confronting disruptive behavior when it occurs and enforcing a zero tolerance policy for bullying. It’s often best to start with a code of conduct that clearly defines unacceptable behaviors and states which actions will be taken when the code is violated” (Sentinel Watch, 2015). If there is a code of conduct in place, and someone violates it, it is much easier to terminate their employment if there is no improvement in the behavior.
Resolve Conflicts with Difficult People
A bully would certainly be a difficult person to deal with one presumes. As a nursing student I have heard that nursing students are often bullied by nurses, physicians, and other people who have been in healthcare for longer. This may continue when a nursing student becomes a nurse. If nursing students, especially those going into nursing leadership roles, were taught ways to deal with bullies and other difficult people, as this class attempts to do, then the problem of bullying would be less pervasive. All nurses should be taught communication skills, conflict management skills and positive self-care activities so that when they are being bullied they do not remain silent. Management and leadership must also not remain silent.
Develop Communication Skills to Resolve Conflicts
Communication skills are the most important aspect of resolving conflict. If a person knows how to communicate with a variety of other people, then they can find a way to reach the bully and impress upon them how much the bullying is affecting the morale and patient care. Of course, a nurse leader must also be tough and not put up with any nonsense from the bully. The nurse leader must let the bully know in no uncertain terms that the behavior has to stop. However, bullying is not the only conflict nurse leaders will face in their practice, so they need to have communication skills that address many problems.
Conclusion
Knowing how to resolve conflict is important for leaders in any industry sector. For nurse leaders it is especially important because they are trying to create a staff that is involved in helping people recover. Having conflicts among the staff that causes hard feelings and difficult situations is not conducive to healing. That is why it is so important the nurse leaders know how to recognize and deal with conflict.
References
Seal, N. (2017, November 28). 3 Tips to Improve Conflict Resolution Skills. Retrieved from Minority Nurse: https://minoritynurse.com/3-ti...
Sentinel Watch. (2015, October 13). Conflict in the Workplace: Strong Nursing Leadership Can Reduce Conflict. Retrieved from Sentinel Watch: https://www.americansentinel.e...
