Abstract
Communication to resolve disagreement is the emphasis of this paper, based on personal experience in healthcare. The narrative describes a conflict with a senior nurse during shift change reports, initially managed through avoidance and eventual managerial intervention. Conflict resolution literature and personal reflection are used to discuss improved communication practices for similar disputes. The themes are teamwork, aggressive communication, active listening, negotiation, and mediation. According to the paper, these methods should yield better results and more satisfaction than the initial strategy. Finally, a conflict resolution communication plan stresses open communication, attentive listening, aggressive communication, teamwork, and organizational support. The research shows that good communication and conflict resolution abilities may revolutionize a company, develop careers, and improve employee well-being. This professional explanation of healthcare conflict resolution draws from personal experience and scientific facts.
Description of a Past Conflict at Work
I found shift change reports to be one of the most challenging conflict scenarios when I first started nursing. A senior nurse angrily attacked me while we gave patients to another nurse and exchanged critical information. I anticipated insults and harsh judgment at each shift change. During these heated conversations, professionalism was ignored. The continual berating lowered my nursing confidence and morale, affecting my patient care and calmness. A personal argument slowed shift change and endangered patients.
I initially tried to be patient and sympathetic to reduce the hostility toward me. I kept my cool and focused to diffuse the issue. Instead of reporting to the senior nurse, I approached other charge nurses for shift change assignments. These methods helped me manage short-term stressors but did not resolve the issue or its origins. Despite my tact, the stress persisted, harming my health and career.
I can identify the merits and downsides of my dispute resolution method. Being patient and tough helped me through the bad times, but they did not improve matters. Interpersonal problems were solved temporarily by avoidance methods like job hunting. By not speaking out against the senior nurse’s inappropriate behavior, I promoted workplace abuse and impunity. My initial approach may have brought momentary relief, but it failed to resolve the problem, underscoring the need for more proactive and assertive measures in the future.
Integration of Conflict Resolution Literature
Effective conflict resolution requires interpersonal, communication, and strategic skills. A thorough literature search can provide conflict resolution tools and effective communication methods that can inform workplace conflict management.
The literature emphasizes active listening for conflict resolution. Active listening requires actively connecting with the speaker, showing empathy, and understanding their perspective without judgment or interruption (Raines, 2019). Active listening builds trust and respect necessary for constructive conflict resolution (Raines, 2019). Active listening de-escalates tensions and promotes productive discussion, as I learned from my own conflict experience. I could have prevented the matter from escalating by listening to the senior nurse and showing empathy.
The literature emphasizes assertive communication as another effective method. Communicating one’s demands, thoughts, and feelings directly and respectfully while respecting others’ rights and perspectives is assertive communication (Winer et al., 2024). According to Winer et al. (2024), assertive communication increases transparency, minimizes misconceptions, and fosters collaborative problem-solving. In retrospect, assertive communication would have allowed me to directly address the disagreement with the senior nurse, setting boundaries and expectations and encouraging a productive discourse to resolve it.
Conflict resolution literature also emphasizes conflict management frameworks like the Thomas-Kilmann Conflict Mode Instrument. Competing, collaborating, compromising, avoiding, and accommodating are the TKI’s five conflict resolution styles (White et al., 2020). Every strategy has benefits and may match a specific situation and goals. People can adapt to conflict dynamics by using the TKI framework. I now realize that a cooperative strategy focused on common ground and win-win solutions would have better solved my senior nurse issue.
Krishnakumar et al. (2019) stressed emotional intelligence in interpersonal conflict resolution. Recognition, control, and empathy for others are part of emotional intelligence (Krishnakumar et al., 2019). Research shows that emotionally intelligent people can handle conflicts with resilience, empathy, and self-awareness (Krishnakumar et al., 2019). Emotional intelligence helps people solve issues with composure, empathy, and cooperation. My conflict experience taught me the need for emotional intelligence in professional, empathetic, and resilient conflict management.
Current Handling of the Conflict
After carefully considering the senior nurse’s forceful conduct during shift change reports and reviewing scholarly literature on conflict resolution strategies and proficient communication, I now understand how to assertively and constructively address interpersonal issues. I can adapt literature principles and tactics to conflict dynamics.
After learning about conflict resolution, I realized how crucial assertive communication is for immediately addressing the issue. I realize I must talk to the senior nurse to resolve the dispute, not avoid it. I would utilize “I” statements and active listening to explain my concerns to the senior nurse and seek answers. I want to create a cooperative environment where we can solve the problem by adequately stating my position and listening to the senior nurse.
Today, I would encourage healthy conversations and reach mutually beneficial solutions via literature-based dispute resolution. I would use interest-based and principled negotiation to determine the senior nurse’s and my requirements and interests. I hope to acquire the senior nurse’s trust and cooperation by rephrasing the conflict as a joint effort to solve difficulties.
Organizational resources and support systems would help me resolve issues in addition to interpersonal communication. Given the literature’s emphasis on organizational culture and leadership in conflict resolution, I would actively seek management aid to resolve the dispute impartially. I would use the healthcare facility’s support channels to ensure a fair, open, and compliant resolution. I would also support team-building and conflict-resolution training to promote workplace cooperation and reduce conflict.
Emotional intelligence and conflict resolution researchers agree that understanding and managing one’s emotions is essential to conflict resolution (Krishnakumar et al., 2019). Mindfulness and introspection would help me identify my emotional triggers and prejudices so that I can handle disagreements calmly. I would also seek continued education and professional development to improve my dispute-resolution skills, including mediation and negotiation training. I want to improve my interpersonal and communication skills to promote positive workplace dynamics and constructive conflict resolution in healthcare.
I would devise a thorough strategy for the conflict scenario by combining conflict resolution and communication literature with my personal experience. By prioritizing assertive communication, conflict resolution, organizational support systems, and emotional intelligence, I can better resolve interpersonal conflicts and create a harmonious and productive work environment for myself and my colleagues.
Plan for future conflict resolution communication
Effective techniques and resources from conflict resolution courses and literature reviews must be included in future conflict resolution communication planning. Proactive communication is essential for workplace conflict prevention and management (Raines, 2019).
Establishing clear communication routes is crucial. By teaching team members how to resolve disagreements, misconceptions can be avoided and concerns resolved quickly (Raines, 2019). This can include frequent team meetings with open communication and a formal dispute resolution mechanism.
Active listening is essential for conflict resolution. Listening to others’ concerns can settle disagreements before they escalate. Paraphrasing, summarizing, and asking clarifying questions can help team members comprehend and cooperate.
Assertive communication can also help resolve problems. Assertiveness means communicating one’s opinions, feelings and needs clearly and politely while listening to others. This technique promotes transparency and responsibility in conflict resolution by allowing people to declare their boundaries and discuss concerns directly without hostility or passivity.
Conflict resolution courses encourage cooperation and compromise to reach a consensus. Cooperation and teamwork can turn disagreements into opportunities for creativity and progress. Brainstorming, consensus-building, and negotiating enable creative problem-solving and win-win results.
Mediation and bargaining can resolve complex or long-standing issues. A neutral mediator helps disputants find common ground and solutions (Wing et al., 2021). Negotiators can advocate for their interests and find common ground, resulting in mutually beneficial accords.
These dispute-resolution tactics can only be used in an honest, tolerant, and growing workplace. Leading by example and encouraging others to do so helps teams handle disagreements positively. Open communication, mutual respect, and accountability improve problem-solving workplace harmony and productivity.
Comparison of outcomes
Comparing the conflict’s initial conclusion to how it could be managed with better communication requires considering strategy and consequences. My initial response to the senior nurse’s disagreement during shift change reports was reactive and focused on individual coping techniques rather than addressing the core reason. I tried to avoid direct interactions with the senior nurse and ask other charge nurses for help to reduce conflict. However, this method was unsustainable since it did not address the interpersonal aspects causing the conflict. Involving the manager resolved the disagreement, but it relied on external intervention rather than enabling me to do so.
However, better conflict resolution and communication skills may lead to more aggressive and proactive dispute resolution. After reviewing the literature and completing conflict resolution training, I would talk to the senior nurse to resolve our difficulties. I may ask to speak with them privately about how their shift change report behavior affects my work productivity and well-being. Respect and understanding are better than avoidance and confrontation when handling conflict constructively and solving problems.
I can connect and empathize with the senior nurse by actively listening to her thoughts and motives. Asking clarifying questions and paraphrasing instead of criticizing or defending shows a genuine desire to resolve the disagreement. If the dispute is perceived as an opportunity to grow and deepen connections rather than a cause for anger, both sides can resolve it.
Assertive communication would help me set limits and advocate for myself without compromising professionalism or patient care. I can set clear standards for courteous communication and prepare for future meetings to avoid disputes. This preventative strategy promotes workplace responsibility and openness and prevents problems from worsening.
Thinking about how greater communication will change the result can help us expect a better result. Permanent transformation and better interpersonal dynamics can be achieved by addressing the fundamental cause cooperatively and directly. Conflict resolution through constructive discussion and respect improves patient care and healthcare teamwork.
Satisfaction with the Hypothetical Outcome
Personal satisfaction with the hypothetical outcome of using expanded communication tactics to settle the issue with the senior nurse during shift change reports must be monitored to determine the efficacy and impact of the suggested technique. Active listening, aggressive talking, and proactive communication may satisfy more than the first disagreement settlement.
Personal happiness may increase if you feel empowered to handle the dispute directly. Leadership involves initiating communication and seeking resolution rather than feeling powerless or dependent on others. Constructive communication with the senior nurse would help me control the resolution process and feel confident in my conflict management skills.
A mutually agreeable conclusion through open communication and collaboration would validate my concerns and requirements. I would feel heard and valued regardless of the outcome of the disagreement by assertively expressing my thoughts and boundaries. Accepting my voice and contributions to the workplace will boost my job happiness and professional fulfillment.
Resolving disagreements through better communication would reduce workplace interpersonal conflict stress and anxiety. I would be more confident and optimistic about shift change reports since I know I have the abilities and tactics to resolve any difficulties with the senior nurse. Reducing workplace pressure can improve my job satisfaction and well-being, improving my personal and professional life.
Collaborative conflict resolution would also improve healthcare teamwork. I might foster respect, trust, and teamwork by modeling positive communication and conflict resolution. This enjoyable friendship and teamwork underscores the importance of interpersonal and professional development.
Conclusion
In conclusion, a personal experience with a senior nurse during shift change reports has shown the need for effective communication in healthcare conflict resolution. Synthesizing conflict resolution literature and personal thought yielded ideas for addressing similar disputes via improved communication. They include proactive communication, active listening, forceful communication, collaboration, and dispute resolution methods, including mediation and negotiation. Furthermore, the report predicted a better resolution and higher personal satisfaction using these tactics than the first approach. A future conflict resolution communication strategy emphasizes clear communication channels, active listening, aggressive communication, teamwork, and organizational support. This article shows that effective communication and conflict resolution skills can improve work environments, professional advancement, and patient care. Healthcare practitioners can foster respect, trust, and mutual support for staff and patients by prioritizing proactive communication and collaborative problem-solving.
References
Raines, S. S. (2019). Conflict management for managers: Resolving workplace, client, and policy disputes. Rowman & Littlefield.
Winer, S., Ramos Salazar, L., Anderson, A. M., & Busch, M. (2024). Resolving conflict in interpersonal relationships using passive, aggressive, and assertive verbal statements. International Journal of Conflict Management, 35(2), 334-359.https://doi.org/10.1108/IJCMA-03-2023-0048
White, B. A. A., White, H. D., Bledsoe, C., Hendricks, R., & Arroliga, A. C. (2020). Conflict management education in the intensive care unit. American Journal of Critical Care, 29(6), e135-e138.https://doi.org/10.4037/ajcc2020886
Krishnakumar, S., Perera, B., Hopkins, K., & Robinson, M. D. (2019). On being nice and effective: Work‐related emotional intelligence and its role in conflict resolution and interpersonal problem‐solving. Conflict Resolution Quarterly, 37(2), 147–167.https://doi.org/10.1002/crq.21268
Wing, L., Martinez, J., Katsh, E., & Rule, C. (2021). Designing ethical online dispute resolution systems: the rise of the fourth party. Negotiation Journal, 37(1), 49–64.https://doi.org/10.1111/nejo.12350
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