Chapter 23 Conflict: The Cutting Edge of Change
Modes of Conflict Resolution *Collaborating*
*Different perspective* 1- Everyone works together to develop optimal outcomes 2- Work creatively and openly to find the solution that most fully satisfies all important concerns and goals to be achieved *If you tend to collaborate often, ask yourself:* 1- Do I spend valuable group time and energy on issues that do not warrant or deserve it? 2- Do I postpone needed action to get consensus and avoid making key decisions? 3- When I initiate collaboration, do others respond in a genuine way? 4- Does the group exhibit hidden agendas, unspoken hostilities, and/or manipulation?
Modes of Conflict Resolution *Competing*
*Fight for your view* 1- Pursue ones own needs and goals 2- Competition in groups can cause ill feelings and lead to a stand off *If you use competing often, ask yourself:* 1- Am I surrounded by people who agree with me all the time? 2- Do people avoid confronting me? 3- Are others afraid to share themselves and their needs for growth with me? 4- Am I out to win at all costs? 5- What are others saying about me?
Modes of Conflict Resolution *Compromising*
*Find common ground* 1- Assertiveness and cooperation among the group 2- Maturity and confidence 3- Involves Concessions 4- Nobody gets everything they want 5- Builds relationships and teams 6- Supports a balance of power between self and others in the workplace *May require mediation* 1- Involves an impartial helper 2- Both sides must acknowledge disparities 3- Not about winning or losing 4- Key: What works best in this situation?
The Conflict Process Proceeds through 4 atages:
*Frustration* 1- People perceive their needs or goals may be blocked 2- May escalate into stronger emotions such as anger 3- Comes from what people believe to be true, there may not be a real conflict at all 4- Need to stop and clarify issues *Conceptualization* 1- First, each participant must determine their perception of the conflict 2- Need to clarify "the conflict as I see it" and ask: • What is the nature of our differences? • What are the reasons? • Does our leader endorse behaviors that worsen the conflict? • Do I need a mentor? *Actions* 1- Collecting information 2- Engaging in dialog about the issue 3- People always take some action: avoiding is an action 4- Important that action needs to happen quickly and appropriately matches the origin of the conflict 5- The more the actions match the nature of the conflict - the more desirable the results *Outcomes* 1- Results from the actions taken 2- Can be constructive or destructive 3- Relationships may be strengthened, weakened, or ended 4- Need to ask: • Are the relationships stronger? • Do members like and trust each other more? • Are the members satisfied with the results? • Have group members become more adept at conflict resolution?
Modes of Conflict Resolution *Accommodating*
*Giving in* 1- One side gives in to the other side 2- Unassertive and cooperative 3- Neglect own needs, goals, and concerns 4- "Get nothing in return" *If you use accommodation often, ask yourself:* 1- Do I feel that my needs, goals, concerns, and ideas are not being considered by others? 2- Am I depriving myself of influence, recognition, and respect? 3- When I am in charge, is "discipline" lax? 4- Do I think people are using me?
Deconstructive conflict
- leads to unsatisfactory resolution - negativity, resistance, and increased frustration inhibit movement - resolutions diminish or are absent - productivity decreases - satisfaction decreases
Sources of Conflict:
1- Beliefs and values 2- Attitudes 3- Goals 4- Priorities 5- Information 6- Ideas 7- Personalities 8- Interests 9- Motives Conflict arises from a perception of incompatibility.
Interpersonal Conflict
1- Between and among two or more people 2- Patients, nurses, team members, family members, physicians 3- Difference of opinion, priority, or approach with others
The Nature of Conflict
1- Disagreement in values or beliefs within oneself or between people that causes harm or has the potential to cause harm 2- Is a catalyst for change, has the ability to stimulate either detrimental or beneficial effects 3- "Conflicts are more than just debates or negotiations. They represent an escalation of everyday competition and discussion into an area of hostile or emotion-provoking encounters..."
Modes of Conflict Resolution *Avoiding:*
1- Ignoring the conflict: choose your battles 2- Unassertive and uncooperative 3- Neither pursue own needs, goals, and concerns nor assist others to pursue theirs *If you tend to use avoidance often, ask yourself:* 1- Do people have difficulty getting my input and understanding my view? 2- Do I block cooperative efforts to resolve issues? 3- Am I distancing myself from significant others? 4- Are important issues being left unidentified and unresolved?
Conflict May be Stimulated by;
1- Invasion of personal space 2- Safety or security issues 3- Cultural differences 4- Scarce nursing resources 5- Increased workload 6- Group competition 7- Various nursing demands and responsibilities
Intrapersonal conflict
1- Occurs within a person when confronted with the need to think or act in a way that seems at odds with one's sense of self *Sources* Often arise from questions regarding ethics, priorities, options for action *Examples* 1- Do I really want to go to school now or spend more time with my family? 2- Do I want to practice in the ED or in critical care?
Constructive conflict
Conflict may Lead to: - successful resolution - growth - problems are resolved - groups are unified - productivity is increased - commitment is increased - creativity, innovation, new ideas, new ways of doing things, and change for the better Without some conflict, groups or work teams tend to become stagnant and routinized Conflict is necessary to achieve organizational goals and cohesiveness of employees, facilitate organizational change, contribute to creative problem solving.
Organizational Conflict
arises when discord exists about policies and procedures, personnel codes of conduct, or accepted norms of behavior and patterns of communication
