Management of Care / 07

Make sure to:

  • Demonstrate an understanding of identifying and resolving conflicts as a manager.
  • Understand the responsibilities and roles of care team members.
  • Evaluate the outcome of management.

Registered nurses often enroll in nursing schools with the aspiration of being in a profession where they provide care to the sick. After completing a few semesters in their program of study, they come to realize that nursing encompasses more than just tending to the health needs of their clients. It also includes concepts such as management and conflict resolution.

In this learning experience, the learner will gain insights into important components of management, specifically in terms of identifying and managing conflicts and evaluating management outcomes.

5.1 Conflict Management

According to Burke (2023), conflicts should be expected in situations where a group of individuals is in a relationship, as each person is likely to hold different opinions and/or beliefs. Conflicts frequently manifest as mistrust among team members, disruptions in workflow, and disharmony. However, if conflicts are resolved in a “healthy” manner, individuals would experience personal growth and development, and they would be able to thrive in an environment that values and appreciates diversity, creativity, and innovation. The nurse responsible for managing clients and a healthcare team needs to be able to recognize and resolve conflict.  A wealth of information is available on conflict stages, management, and resolution. Burke (2023) outlines the stages of conflict, and its resolution as follows:

  • Frustration: This stage occurs when team members feel that their needs and goals are being obstructed or remain unsatisfied.
  • Conceptualization: Team members involved in the conflict believe they understand the reasons behind the conflict and what it entails, and the conflict persists.
  • Taking Action: Those involved in the conflict may act passively or actively. The former group does nothing because they dislike how they feel, while the latter group may become unfriendly, angry, and even violent.
  • Resolution: Resolution is reached when everyone agrees, often through strategies such as mediation and negotiation.

The nurse in charge can effectively manage conflicts using strategies such as:

  • Collaboration and Open Communication: These strategies are effective in an environment where team members feel supported and trusted. Team members tend to work better together in this environment because conflicting parties understand the problem.
  • Compromise and Negotiation: These strategies enable conflicting parties to assert themselves while maintaining a balance of power.
  • Mediation: When this occurs, the opinions, beliefs, and concerns of each team member involved in the conflict are heard, and a solution that benefits all is implemented.

Be cautious of ineffective strategies, such as:

  • Avoiding and Withdrawing: Not resolving the conflict immediately may provide individuals with time to think, but it becomes ineffective if the problem persists without resolution.
  • Competition: With this strategy, individuals are focused on winning, even if it means forcing or manipulating others. This creates an unhealthy environment.
  • Accommodating Others: This approach does nothing to resolve the conflict; instead, it accommodates the person causing the conflict to the detriment of everyone else.

5.2 Care Team Members Responsibilities and Roles

Registered nurses managing care teams must be knowledgeable about the roles and responsibilities of their interdisciplinary and multidisciplinary team members. While this requirement may initially provoke anxiety, advanced technology provides the nurse with easy access to such information. Typically, this information is available online through the healthcare facility's intranet.

5.3 Evaluation of Outcome and Management

The registered nurse in a management role should consistently evaluate the effectiveness and impact of their decisions and actions on clients, clients’ families, and healthcare team members. According to Burke (2023), this evaluation can be accomplished by asking the following questions:

  • How satisfied are the team members with their roles and teamwork?
  • How productive are the team members?
  • Is high-quality care being provided to all clients?
  • Is cost-effective care provided to all clients?
  • What are the clients’ outcomes?
  • How satisfied are clients with the service(s) and care that they received?

Upon completion of this learning experience, learners will better understand how to create a healthy environment for clients, families, and healthcare teams. Such understanding enhances their ability to apply strategies for identifying and managing conflict effectively.

The provided resources will enable learners to expand their knowledge and become proficient in management skills. This includes understanding the stages of conflict, conflict resolution, and management outcomes. The ultimate goals for learners include achieving success in both the NCLEX examination and in the workplace. 

After reviewing the resources, it is advisable to pinpoint specific areas for improvement and concentrate efforts on those areas.

  • Burke, A. (2023, October 1). Concepts of Management: NCLEX-RN. https://www.registerednursing.org/nclex/concepts-management/#managing-conflict-among-clients-health-care-staff

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