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Discussion 2: Managing Conflict in the WorkplaceHigh-pressur

    Discussion 2: Managing Conflict in the WorkplaceHigh-pressure environments,life-or-death implications, constant change, and long days of exhausting work …It is not surprising that conflicts arise in health care settings. In thefast-paced environment in which nurses work, small differences in decisionmaking, processes, work ethic, and personal characteristics can quicklyescalateAs a nurse manager, you need todevelop and model skills that effectively address conflict situations. StephenCovey, author of The 7 Habits of Highly Effective People, offers sound advicethat can be applied to conflict management and resolution. In Habit 4, ThinkWin-Win, Covey (2004) explains, “[m]any people think in terms of either/or:either you’re nice or you’re tough. Win-win requires that you be both. It is abalancing act between courage and consideration.” Ultimately, how you manageconflict in your setting will determine whether you foster an environment thatbreeds contempt or one that fosters growth.Conflict abounds in any workplace;it is a normal part of organizational life. Instead of avoiding or ignoringconflict, the role of the nurse manager is to coach employees through conflictsituations and to exercise judgment on how and when to intervene. When managedeffectively and focused on substantive issues, conflict can actually lead tobetter outcomes. However, when interpersonal conflicts go unaddressed, employeemorale and engagement–two factors that can seriously impact quality of patientcare—will dwindle.When nurse managers observeemployees engaging in toxic or inappropriate workplace behaviors, they mustprepare to give difficult feedback. Delivering difficult feedback can bechallenging for nurse managers, as they must address employees in a way that isauthoritative, supportive, and resolute. One strategy nurse managers can use todeliver difficult feedback is to employ the scripting framework. In this week’sDiscussion, you gain experience with using the scripting framework to resolve aconflict situation that you have observed in your past or present workplace.To prepareReview this week’s Learning Resources, focusing on thevarious forms of conflict that can occur in the workplace.Consider the types of conflict, including bullying,horizontal violence, toxic and disruptive employees, misuse of socialmedia, unbalanced power, harassment, and favoritism, that exist in yourcurrent organization or past place of employment.Select one type of conflict you have observed. How hasconflict impacted your work environment? How have nurse mangers attemptedto address conflict situations?Examine the six-step scripting framework for deliveringdifficult feedback in Chapter 7 of the course text, From Management toLeadership: Strategies for Transforming Health Care. Then, use thisframework to script a conversation between you and the employee(s)involved in the conflict situation you selected.When drafting your script, reflect on how HR might beable to help you in addressing this issue, both before you talk to thisemployee and if the problem continues to exist.Post a brief overview of the conflict you selected and how thisspecific type of conflict has impacted the work environment. Share the scriptyou drafted and explain at least one way you would enlist HR’s help in managingthis situation. Support your response by referencing authentic examples fromthe workplace and the Learning Resources as applicable.

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