Conflict Management In Nursing
INTRODUCTION
Each
group within the organization, in which the interaction between each other,
have a tendency to conflict. In
health care institutions group interaction occurs, either between groups of
staff to staff, staff with pasen, staff with families and visitors, staffed
with doctors, as well as with others in which the situation can often lead to
conflict. Conflict
is closely associated with human feelings, including feeling ignored,
overlooked, unappreciated, abandoned, and also a feeling of annoyance due to
excess workload. These
feelings sometimes can lead to anger. These
circumstances will affect a person in carrying out activities directly, and it
can reduce the productivity of the organization's work indirectly to make
mistakes that intentional and unintentional. In
an organization, the likelihood of conflict, can be caused by a sudden change,
such as: new technological advances, intense competition, cultural differences
and value systems, and a variety of individual personalities.
DEFINITION OF CONFLICT
§
The situation that occurs when there is a difference of opinion or a difference
in opinions between some person, group or organization.
§
Mutual defense at least between the two groups, which have goals and different
views in order to achieve the goals that they are in a position of opposition,
not cooperation.
POSITIVE ASPECTS OF THE
CONFLICT
Conflict
can be a source of positive energy and creativity which if managed properly. For example, the
conflict can move a change:
§
Helping everyone to understand each other about the difference their work and
responsibilities.
§ To provide a
new channel for communication.
§ Developing a new
spirit on the staff.
§ Provide
an opportunity to channel emotions.
§
Produce distribution more equitable source of power in the organization.
If
the conflict leads to destructive conditions, then this may impact on the
effectiveness of the organization either individually or in groups, in the form
of rejection, resistance to change, apathy, indifference, and even may appear
destructive emotion, in the form of demonstrations.
CAUSES OF CONFLICT
Conflicts
can develop for a variety of reasons as follows:
1. Limitation
jobs unclear
2. Barriers to
communication
3. Pressure time
4. Standards,
regulations and policies that make no sense
5. Disputes
between private
6. The difference
in status
7. Hope
that does not materialize
CONFLICT MANAGEMENT
Conflict can
be prevented or managed by:
1. Discipline:
Maintaining discipline can be used to manage and prevent conflict. Nurse
managers need to know and understand the rules that exist in the organization. If
not clear, they should seek to understand it.
2. Consideration
Experience in Life Stages: Conflict can be managed with support nurses to
achieve the objectives in line with experience and life stages. For
example: Nurses junior achievers can be promoted for education kejenjang
higher, while for senior nurses who excel may be promoted to higher positions.
3. Communication:
A Good communication will create a therapeutic and conducive environment. An
attempt to do managers to avoid conflict is to implement effective communication
in day-to-day activity of which can eventually be used as a way of life.
4. Active
listening: Active listening is essential to manage the conflict. To
ensure that the acceptance of nurse managers have a correct understanding, they
can reformulate the problem of employees as a sign that they have been listened
to.
OR TECHNICAL
EXPERTISE TO MANAGE CONFLICT
Approach
to conflict resolution depends on:
q conflict itself
q
The characteristics of the people involved in it
q
Expertise individuals involved in conflict resolution
q The importance
of the issues that cause conflict
q Availability of time and
effort
STRATEGY:
q Avoidance
Avoiding
conflicts to do if the issue or problem that triggered the conflict is not too
important or if it is not balanced with the potential confrontation that will
result thereof. Avoidance
is a strategy that allows the parties are confronted to cool down. Nurse
managers involved in the conflict can push aside the issue by saying, "Let
both sides take the time to figure this out and fix the date for
discussion"
q Accommodate
Provide
opportunities for others to organize problem-solving strategies, especially
when the issue is important to other people. This
allows the emergence of cooperation by giving them the opportunity to make a
decision. Nurses
who are part of the conflict can accommodate the needs of the other party to
put the other party in the first place.
q Competition
Use
this method if you believe that you have more information and more skill than
the other or when you do not want to compromise your values. This
method may lead to conflict but it can be an important method for safety
reasons.
q Compromise or Negotiation
Each
provides and offer something at the same time, giving and receiving, as well as
all those flaws that can benefit all parties.
q Solving Problems or
Collaboration
-
A win-win solution in which the individuals involved have the same work
purposes.
-
There needs to be a commitment from all parties involved to mutually support
each other and care for each other.
GUIDE APPROACH
CONFLICT SITUATIONS:
q Starting with
self-assessment
q Analysis of the issues
surrounding the conflict
q
Review the results of exploration and adjust yourself.
q
Organize and plan meetings between the individuals involved in the conflict
q
Monitor the point of view of all the individuals involved
q Develop and
outline solutions
q Selecting a
solution and take action
q Plan implementation
CASE
At
1 pm, Astuti, a chief pharmacist contacted the surgery to ask why Mr. Rahmat
was not given medication for home preparation. By
laying the phone, he said, "I was disappointed with their work, whether he
thought only he himself can work and there is no other staff were able to do
it". Then
Asuti finish the sentence, "I will discuss this in person."
QUESTION:
1. What is the source of the
conflict that is going on?
2. If
you as the head of the space / coordinator, who is responsible for the
situation, where you'll start finding solutions to this problem?
3. You
can choose one way of conflict prevention, and describe your opinion.
4. What positive
things that can be drawn from the above conflict
EVALUATION
1. State
the definition of conflict?
2. Identify
the causes of conflict?
3. Mention the positive aspects of
the conflict?
4. Identify 2-3 strategies of
conflict resolution?
5. Explain the steps
- step 1 means of conflict resolution?
SUMMARY
Interpersonal
relationships between nurses, colleagues, groups, families pasen and others can
be a source of conflict, therefore nurses need to know and understand the
management of conflict. Causes
of conflict include: fuzziness job description, communication disorders, time
pressure, standards, policies not clear, differences in status, and
expectations are not met. Conflict
can be prevented or managed with discipline, effective communication, and
mutual understanding among colleagues.
To
develop alternative solutions in order to reach an agreement in conflict
resolution, diperlukkan commitment really mean it. There
are several stragtegi that can be used, among others, accommodation,
competition, collaboration, negotiation, and compromise. Nurse
Managers are expected to understand and use its expertise specifically to
prevent and manage conflict.
Literature
Ann Marriner-Tomey (1996). Guide To Nursing Management
and Leadership. Mosby
- Year Book, Inc. St. Louis, USA.
Swansburg, R.C. (1996)
Management and Leadership for Nurse Managers (2 th ed)
Jones
and Bartlett Publishers, Inc., London, England.
