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CONFLICT PREVENTION AND MANAGEMENT ALAMAT NA NANAY

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Page 1: CONFLICT-PREVENTION-AND-MANAGEMENT (1)

CONFLICT PREVENTION AND MANAGEMENT

ALAMAT NA NANAY

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NURSING

• Nursing - a profession that is based on collaborative relationship with clients and colleagues.

• Conflict – refers to a power struggle in which a person intends to harass, neutralize, injure or eliminate a rival.

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Conflict

• refers to a power struggle in which a person intends to harass, neutralize, injure or eliminate a rival.

– Commonly perceived as negative issue

– When managed effectively can lead to personal and organizational growth

– If not managed can hinder nurses ability to provide quality client care and escalate into violence and abuse.

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• Nurses who effectively deal with conflict demonstrate the respect for the clients, their colleagues and the profession.

• Conflict that remains unresolved can have far reaching effects that ultimately influence every aspect of client care.

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Nurse Client Conflict

• Nurse – client relationship is the foundation for providing nursing services that contribute to the clients health and well being.

• Role of a nurse in the nurse client relationship is to support the client in achieving the client’s health goals.

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Key Factors

• Identify characteristics and situation that are associated with the evolution or escalation of conflict among nurses, clients and families.

– Nurses who knows how to recognize key factors associated with the conflict may prevent its escalation and improve the delivery of care.

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1. Conflict between a nurse and a client can escalate if a client is:

• Intoxicating or withrawing from a substance induced state

• Being strained or restrained

• Fatigued or overstimulated

• Tense, anxious, worried, confused, disoriented or afraid

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2. Conflict between a nurse and a client can escalate if a client has:

• A history of violence and aggressive behavior or is acting aggressively or violently

• A medical or psychiatric condition that causes impaired judgment or an altered cognitive status

• An active drug or alcohol dependency or addiction

• Ineffective coping skills or inadequate support network

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3. Conflict between a nurse and a client can escalate if a nurse :

• Judges, labels or misunderstands a client

• Uses a threatening tone of voice or body language

• Has expectations based on incorrect perceptions of cultural and other differences

• Does not listen to, understand or respect a client’s values, opinions and needs and ethnocultural beliefs.

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• Does not listen to concerns of the family and significant others, and/or act on those concerns when it is appropriate and consistent with the client’s wishes

• Does not provide sufficient health information to satisfy the client or the clients family

• Does not reflect on the impact of her/his behavior on the client.

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PREVENTION

• Providing client centered care

– Following the clients lead about information giving and decision making

– Attempting to understand the meaning behind the client’s behavior

– Using pro active communication strategy that focus fully on the client

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STRATEGIES TO PREVENT BEHAVIOR THAT CONTRIBUTE TO ESCALATION OF CONFLICT

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Nurses can

• Continually seek to understand the client’s health care needs and perspective

• Acknowledge the feeling behind the client’s behaviour

• Ask open ended question to establish underlying meaning of the client’s behaviour

• Engage in active listening

• Use open body language to display a calm, respectful and attentive attitude

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• Acknowledge the clients concern about health care system and his/her experience as a client

• Respect and address the client’s wishes, concerns, values, priorities and point of view

• Anticipate conflict in situations in which has previously existed and create a plan of care to prevent it’s escalation

• Reflect to understand how her/his behavior and values may negatively affect the client.

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Management

• Implement a critical incident management plan

• Remain calm and encourage the client to express his/her concerns

• Avoid arguing, criticizing, defending or judging

• Focus on the clients behavior rather than the clients personality

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• Involve the client, the clients family and the health care team members in assisting with the behaviour and developing solutions to prevent or manage it

• State that abusive language and behavior are unacceptable

• Step away from the client if necessary

• Leave the situation to develop a plan of care with the assistance of a colleague if the client intend to harm

• Protect themselves and other client in abusive situation by withdrawing services.

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Conflict with Colleagues

• Poor relationship among members of the health care team negatively affect the delivery of care

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Conflict among Colleagues can escalate if:

• Bullying or horizontal violence exists

• Barriers to collaborative collegial behavior encourage the marginalization of others

• Different practice perspectives are accentuated by factors such as age, length of service, generation gap, culture and education level

• Team members do not support each other in achieving work responsibilities or meeting learning needs

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• Colleagues are intentionally or unintentionally put into situations beyond their capabilities

• New graduates and/ or employees are not supported by experiences nurses and / or systemic orientation practice

• Fear of reprisal impedes the reporting of conflict by staff

• There is lack of awareness about the need to anticipate and manage conflict

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PREVENTION• Promote a respectful environment by modelling

professional behaviors

• Mentor, support and integrate new staff members into the practice setting

• Reflect on personal attitudes, motivators, values and beliefs that affect relationship with colleagues, identify personal areas in need of improvement and strive to alter their own in situation that have previously ended in conflict.

• Recognize that personal stress may affect professional relationships and take steps to manage that stress

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MANAGEMENT• Address conflict directly rather than avoiding

or postponing resolution

• Focus on the behaviors that can lead to the conflict rather than on the colleague personally

• Validate assumptions through open dialogue with colleagues rather than acting on misperceptions or assumptions

• Collaborate with colleagues to identify the underlying cause of conflict.

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WORKPLACE CONFLICT

• Employers and nurses share the responsibility for creating a healthy workplace for all members of the healthcare team.

• RESPONSIBILITY– Ensuring that conflicts do not negatively affect

client health outcomes or relationships among colleagues.

– A healthy workplace, an environment in which nurses can safely identify conflict within the nurses practices setting.

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Factors that can escalate conflict within the nurses practice setting

• Organizational policies or programs aimed in identifying, preventing and managing the incidence of conflict and abuse in the workplace.

• Organizational policies are not communicated to staff or adhered to all level

• There is a lack of formal performance feedback mechanisms do not address how behaviors affect conflict.

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• Nurses in formal

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• Existing formal performance feedback mechanism do not address how behaviors affect conflict

• The workplace culture promotes under reporting incidences of conflict

• Managers and administrators are abuse or bully

• Managers and administrators shows favoritism to certain staff members and ignore their disruptive behavior

• There is a lack of role clarity among the staff

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• Communication is negatively affected by working conditions

• Nurses and other health care professionals are working at peak stress times or under stressful conditions

• Working conditions are poor

• Intense organizational change exists and/or

• Staff perceive job insecurity

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PREVENTION

• Implement policies that do not tolerate abuse of any kind

• Ensure that policies against workplace conflict are also directed at combating any form of discrimination

• Ensure that managers model professionalism in preventing and managing conflict

• Establish and uphold organizational values, vision and mission that acknowledge the health and safety and well being of staff

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• Educate managers and staff in communication as well as in conflict prevention and management

• Support effective collaboration and communication among health care team members, especially between nurses and physicians

• Implement strategies to ease the impact of change and decrease stress among staff

• Identify and address staffing needs as soon as possible especially at peak times

• Ensure a comfortable and safe physical environment.

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Management

• Provide a system that promotes the reporting of incidences of workplace conflict, protect nurses from reprisal and deal with reports fairly and efficiently

• Routinely assess the incidence of workplace conflict and implement strategies for corrective action

• Institute clear policies and consequences for those who breach policies aimed at preventing conflict abuse

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ROLE OF NURSES IN FORMAL LEADERSHIP

• Formal leadership position in nurses are responsible for supporting nurses in effective conflict management

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How to prevent conflict among staff

• Make conflict resolution a priority among all staff members

• Empower staff members to resolve problems among colleagues

• Provide nurses with greater autonomy by participating in decision making and opportunities for professional development

• Foster positive relationships, trust. And respect among staff members and promote a work environment in which conflict creating forms of behavior are not tolerated.

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• Recognize the factors that contribute to conflict and promptly intervene to diffuse conflict situations before they escalate.

• Help staff members to develop conflict –management interventions

• Recognize that change can participate conflict and implement management strategies that encourage positive attitudes towards change

• Seek learning opportunities to increase the comfort level of staff members in dealing with conflict resolution

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How to manage conflict among staff members

• Offer a confidential environment for staff to report episodes of conflict without fear of retribution

• Deal with reports promptly, fairly and confidentially

• Ensure that appropriate follow up procedures are in place to support nurses who have been abused in the course of their practice.

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