Please respond to a minimum of two (2) peers. Consider the following when responding: In a conflict such as those described by your peers, which mode of conflict resolution (as described in Module 5)
Katreace,
Interpersonal Conflict in the Workplace
The most recent interpersonal conflict I have seen in the workplace was between two on-call hospitalists. One of the physicians accepted a transfer from another hospital and refused to complete the admission once the patient arrived. This physician told me to call a different doctor to complete the admission. I paged the other doctor twice but the doctor never called me back so I sent him an Epic message. His reply was that he was not doing admits and that the previous doctor was responsible for the admission. When I informed him that she said she would not do it, he added her to the chat and began to argue with her. The admitting hospitalist refused to do the admission because the patient was pregnant and she did not feel comfortable placing orders for a pregnant patient on a neurology floor. The two sent angry messages back and forth for about thirty minutes and then suddenly stopped communicating. I immediately notified my charge nurse of the situation and she notified the nursing supervisor after some time had passed and neither doctor had seen the patient or placed orders for her.
How the Conflict was Solved
I became concerned for the condition of my patient and the lack of treatment orders; I had to send a message in the chat group asking that one of physicians please see my patient and place orders so that I could treat her. One of the two arguing physicians added two other doctors to the chat group; however, no other messages were sent and no one replied to my message. One of the doctors added to the chat sent me a private message saying he would take care of the admission and put in orders, but if any other concerns arose he wanted me to page the on-call obstetrician because he was concerned that most medications are unsafe for pregnant women.
Increasing the Effectiveness of the Resolution
If I were one of the physicians involved in the conflict I would have communicated with my colleagues prior to accepting the direct admit of a patient I was not comfortable placing orders for. The admitting doctor could have utilized the CUS communication model. The CUS communication strategy stands for concerned, uncomfortable, and safety/scared (Treas, Barnett, & Smith, 2021). She could have told her colleagues that she was concerned for the condition of the patient and believed she need to be transferred to our hospital for higher level of care, that she was uncomfortable admitting a pregnant patient on the neurology floor, and that she believed it could be a safety issue or that she was scared to place orders that maybe contraindicated for pregnancy. Communicating effectively with coworkers can lead to quicker resolutions and increases patient safety (Treas, Barnett, & Smith, 2021). Moreover, instead of trying to manipulate my colleague into doing the admission, I would have open and honestly communicated any concerns I had about my ability to complete the admission and requested assistance or advice. If the admitting hospitalist had utilized effective communication, she could have created a collaborative environment that would have allowed for treatment of the patient in a timely manner.
Courtney,
I witnessed two co-workers who experienced a breakdown in communication. Sarah was frustrated with John's inability to turn their patient every 2 hrs. The conflict was resolved through a multi-step process. First, both parties recognized the conflict's existence and its negative impact. Their immediate supervisor which was me in this case played a crucial role in mediating the conflict. I held separate discussions with Sarah and John to understand their perspectives. I then organized a conflict resolution meeting, during which she acted as a neutral mediator. This meeting allowed Sarah and John to express their concerns and feelings openly. They identified common ground and began problem-solving with guidance. The conflict resolution process culminated in an agreement, with both parties committing to specific actions and changes in their working relationship. This approach involved identifying and acknowledging the conflict, mediation, establishing common ground, and proactive problem-solving. To enhance conflict resolution effectiveness, several strategies can be employed. Open and honest communication is essential, along with active listening to understand each party's perspective fully. Neutral third-party mediation and facilitation can be valuable, while clear expectations and roles can help prevent misunderstandings. Conflict resolution training for employees and managers, feedback mechanisms, and documentation of issues and resolutions also contribute to more effective conflict resolution. Promoting a culture of continuous improvement and adaptation based on past experiences can create a more harmonious work environment (Zelenko et al, 2023).
In summary, this workplace conflict between Sarah and John was resolved through communication, mediation, and problem-solving. To enhance conflict resolution in similar situations, it is crucial to promote open communication, active listening, and mediation, along with clear expectations, training, feedback mechanisms, documentation, and a culture of continuous improvement. These approaches can help prevent conflicts from escalating and lead to improved teamwork and productivity.
