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I. Conflict
B. Types
1. Intrapersonal inside or internal to an individual
a. Tension or stress as a result of unmet needs,
expectations, or goals
b. Conflict over two competing roles
Ex: A parent with a sick child has to go to work
Ex: Patient needs teaching, but nurses assignment
doesnt allow time for it. (when other priorities
compete)
2. Interpersonal
a. Between two or more people (2 nurses, doctor and
nurse, nurse and charge nurse)
b. Values or styles do not match
c. Misunderstanding or miscommunication
Ex:
Ex:
C. Different goals
Ex:
D. Different values
Ex:
E. Lack of resources
Ex:
F. Role competition
1. Role ambiguity employee does not know what to do, how
to do it, or what the outcomes must be (unclear policies and
procedures)
2. Role conflict two or more individuals believe certain actions
or responsibilities belong exclusively to them (nurses and
social workers) or an individual may wear many hats causing
conflict. This can cause decreased productivity and job
dissatisfaction leading to burnout.
Ex:
G. Personality clashes
Ex:
A. Positive
1. Binds a group together
2. Serves as a safety valve for hostility
3. Promote growth through innovation and creativity
4. Opens new channels of communication
5. Provides impetus for change
6. Energizes people
7. Helps individuals understand one anothers jobs and
responsibilities
B. Negative
1. Frustration
2. Can decrease quality of care
3. Job dissatisfaction
B. Smoothing or suppressing
1. Everything will be OK
2. Have strong need to be liked
3. Sacrifice personal goals and values
4. Use this when
a. The conflict and anger are disrupting the work setting
or interfering with patient care
b. Need another approach to solve conflict at another
time
C. Accommodating
1. Kill the enemy with kindness
2. Used when
a. The other individual has more power than you
b. You are wrong and the other person is right
c. The issue is not important to you
d. You can gain more later by giving in now
E. Compromising or negotiating
1. Involves give and take
2. Viewed as win-lose for both
3. Helps to identify a common goal
4. Use when
a. The goals of both sides seem incompatible
b. There are time constraints
c. Earlier discussions have stalled
V. Outcomes of Conflict
A. Win-lose
1. Usually power a factor
2. Competing will usually result in this
3. Results when issue put to a vote
Ex.
B. Lose-lose
1. There are no winners
2. Usually smoothing or avoidance results in this
3. Compromise can also result in this
a. Using a third party to negotiate
Ex.
C. Win-win
1. This is most desirable
2. Both parties achieve all or most of their goals
3. Problem solving and collaborating results in this
Ex.