Kufa University
Faculty of Nursing
Dep. Of since nursing /Community health
nursing
Nursing Management and Leadership
4th stage - 2nd
semester
Made by :
هـــادي كريم عـــبود
علي كا ظم
خشان
Supervised by :
م . م منصور
عبد الله
 |
Definitions
Conflict occurs when two or more values, perspectives and
opinions are contradictory in nature and have not been aligned or agreed upon.
It occurs naturally in and among groups and individuals. It is an inevitable
condition that is essential for change. Conflict may be:
o
Intrapersonal:
this happens when individuals do not live according to their own values;
o
Interpersonal:
this happen between individuals;
o
Intragroup:
this happens among members of a specific group;
o
Intergroup:
this happens between two or more groups
Types of Conflicts
The types of
conflicts that the Nurse Managers and their Charge Nurses or Team Leaders might
have to deal with are intrapersonal conflict, interpersonal conflict,
intragroup conflict, and intergroup conflict.
Intrapersonal conflict : occurs
within an individual. Example: An employee frequently calls out because she is
the only person who can take care of a sick family member. The employee has a
conflict - the need to be at work versus the need to stay at home - and the
Nurse Manager has an intrapersonal conflict because sick leave - even when
justifiable - becomes a staffing issue. Although she understands her employee's
reasoning she needs to deal with the effects of her absence on the unit
Interpersonal
conflict
Interpersonal
conflict is seen when two or more people do not agree on issues or the best way
to manage a specific problem. Examples of interpersonal conflicts that might
occur are:
A
staff member wants to take care of patients on a specific team. Staff might not
like their assignments and interpersonal conflicts might occur;
Assignments
may be heavier for the person who has been floated. This individual might
confront the person making the assignment, causing more conflicts;
A
patient becomes non-compliant with her treatment and resists the physician's
orders;
Intragroup
Conflict
Intragroup
conflict occurs between individuals within a specific group. Intragroup
conflicts are most common in workplaces that divide employees into specific
teams or departments. These conflicts arise from objective differences of
interest, and are aggravated by antagonistic or controlling behaviors and
attitudes.
A
team member refuses to answer another team member's call light when she can't
do so; Talking about another team
member behind her/his back in a negative manner; A team member saying they are too busy
to help another member; A team member
ignoring another member when asked a question; Hoarding information that should be
shared and failing to communicate important information; Team members reporting one another for
things all members do; Failing to provide
safe quality care;
Intergroup
Conflict
Intergroup
conflict is defined as an incompatibility of goals, beliefs, attitudes or
behaviors between groups. Intergroup conflict occurs between two competing or
distinct groups. Intergroup relations between two or more groups and their
respective members are often necessary to complete the work required to operate
a business. Many times, groups inter-relate to accomplish the organization's
goals and objectives. If these goals or objectives are not mutually compatible
conflict can occur.
Shared
governance groups feel administration is not listening to their concerns about
the quality of care being given to specific groups; Nurse Managers perceive that certain
policy and procedures are not up to date and do not meet the needs that change
has incurred, and administration is not concerned; Emergency room nurses feel that the lab
is not working with them in providing lab results
Conflict
solution
Avoiding
- This is unassertive and uncooperative. This involves avoiding or
withdrawing and not dealing with the conflict. The individual does not pursue
his/her concerns, or those of the other person, and the conflict is not
addressed. This may be done for diplomatic reasons, to wait until a better
time, or to withdraw from a threatening situation.
Accommodating
- The exact opposite of competing, accommodating is unassertive and
highly cooperative. Nurses tend to use this strategy when they want to maintain
a peaceful, workable environment.
Competing
- This mode is considered to be very assertive and very
uncooperative. Sometimes the term power-oriented is associated with this mode.
It can be represented by an individual who pursues his/her beliefs at another
person's expense, using whatever power is appropriate to win his or her
position.
Compromising
or Negotiating - This involves give and take from both parties. It is the middle
ground in terms of assertiveness and cooperativeness.
Collaborating
- This is assertive and cooperative, it is the opposite of avoiding.
This is the most creative form of conflict resolution. An individual attempts
to work with the other person to find a solution that satisfies both parties'
concerns.
Nurse
Managers set up the mandatory brainstorming meeting with the Charge Nurses and
Staff and as a result they discovered that there were specific managerial
actions that were causing workplace conflicts. Some of the conflicts stemmed
from:
1.
Poor
or no communications
2.
Insufficient
resources for all shifts.
3.
Conflicting
values or actions among managers and employees
4. Leadership problems, e.g., inconsistency,
perceived or actual lack of leadership, an autocratic leadership style, or a
bureaucratic or uniformed leadership
References
·
Almost, J. (2006). Conflict within nursing work
environments. Journal of Advanced Nursing, Vol. 53 Issue 4, p 444-453.
·
ANA (2010). "Nursing administration-scope &
standard of practice". Nursesbooks.org, Silver Springs, MD.
·
Caroselli, M. (2000) "Leadership skills for managers".
CWL Publishing Enterprise, Madison, WI.
·
Kelly, P. (2010). "Essentials of nursing
leadership & management", second edition, Delmar, NY.
·
Marshall, P and Robson, R. (2005). Preventing and
Managing Conflict: Vital Pieces in the Patient Safety Puzzle. Healthcare
Quarterly, 8 (Sp): 39-44.
