Page 106 - Essentials of Nursing Leadership and Management, 5th Edition

CikguOnline
2208_Ch07_091-102.qxd 11/6/09 5:57 PM Page 93
chapter 7 | Dealing With Problems and Conflicts 93 CikguOnline
health.Some conflicts are focused on issues related to can lead to disagreements about who does what
the work being done; these are task-related conflicts. task and who is responsible for the outcome.
Others are primarily related to personal and social
issues; these are relationship conflicts (Jordan & Threats to Safety and Security
Troth,2004).Differences of opinion over how to best When cost saving is emphasized and staff mem-
accomplish this goal are a normal part of working bers face layoffs, people’s economic security is
with people of various skill levels and backgrounds threatened. This can be a source of considerable
(Wenckus, 1995). In addition, the workplace itself stress and tension (Qureshi, 1996; Rondeau &
can be a generator of conflict. Following are some Wagar, 2002).
of the most common reasons why conflict occurs in
Scarce Resources
the workplace.
Inadequate money for pay raises, equipment, sup-
Power Plays and Competition plies, or additional help can increase competition
Between Groups between or among departments and individuals as
Nurse-physician relationships are frequent sources they scramble to grab their share of what little
of conflicts (Vivar, 2006).The most common prob- there is available.
lem is disrespect, but sarcasm, finger pointing,
Cultural Differences
throwing things, inappropriate language, and
demeaning remarks also occur (Lazoritz & Different beliefs about how hard a person should
Carlson, 2008). Disagreements over professional work, what constitutes productivity, and even what
“territory” can occur in any setting. Nurse practi- it means to arrive at work “on time” can lead to
tioners and physicians may disagree over limita- problems if they are not reconciled.
tions on nurse practitioner independence. Bullying
Invasion of Personal Space
involves behavior intended to exert power over
Crowded conditions and the constant interactions
another person. Physician dominance and authori-
that occur at a busy nurses’ station can increase
tarian management may create an environment in
interpersonal tension and lead to battles over scarce
which bullying occurs.
work space (McElhaney, 1996).
In some settings nurses feel powerless, trapped by
the demands of the tasks they must complete and When Conflict Occurs
frustrated that they cannot provide quality care
(Ramos, 2006). Union-management conflicts occur
Conflicts can occur at any level and involve any
regularly in some workplaces.Gender-based conflicts,
number of people, including supervisors, subordi-
including equal pay for women and sexual harassment
nates, peers, or patients (Sanon-Rollins, 2000). On
issues, are other examples (Ehrlich, 1995).
the individual level, they can occur between two
people on a team, between two people in different
Increased Workload
departments, or between a staff member and a
Emphasis on cost reductions has resulted in work
patient or family member (Box 7-1). On the
intensification, a situation in which employees
group level, conflict can occur between two teams
are required to do more in less time (Willis,
Taffoli, Henderson, & Walter, 2008). Common
examples are skipping lunch and unpaid over-
time. This leaves many health-care workers box 7-1
believing that their employers are taking advan- Signs That Conflict Resolution Is Needed
tage of them (Ketter, 1994) and causes conflict if
• You feel very uncomfortable in a situation.
they believe others are not working as hard as • Members of your team are having trouble working
they are. together.
• Team members stop talking with each other.
Multiple Role Demands • Team members begin “losing their cool,”attacking each
other verbally.
Inappropriate task assignments (e.g., asking nurses
Adapted from Patterson, K., Grenny, J., McMillan, R., & Surtzler, A. (18 March
to clean the floors as well as nurse their patients)
2003). Crucial conversations: Making a difference between being healed
are often the result of cost-control efforts, which and being seriously hurt. Vital Signs, 13(5), 14–15.