Conflict Resolution - AHRQgov Agency for Healthcare 冲突解决医疗ahrqgov社.pptVIP

Conflict with Patients/Families L--Can you help me understand why you are upset? E--That is understandable, I can see why you are upset. E--The reason we wanted to do this was because … N--Let’s agree on a path forward. Conflict with Clinicians L--Can you help me understand how you see the situation, how you are weighing the risks and benefits? E--I can see how you see it that way. E--Let me explain how I see things. N--Let’s put the patient first and agree on a plan. * * Powerlessness can lead to self esteem issues, question our ability to work effectively, change our opinion of our workplace and in most severe situations lead to changing jobs, nurse turnover. * 5 most recognized strategies, but not all are effective. * This method of conflict resolution is from the military. CAN be used Within domains, between domains- * DOD mechanism when confrontation may not bring about a win for either the personnel or the patient * * Conflict Resolution David Thompson, DNSc, MS, RN Jill Marsteller, PhD, MPP What is Conflict? Perception of mutual interference A process that begins when goals of one party are frustrated by another Requires interdependence/interaction Views of Conflict Conflict Good (interactionist view) G Conflict Natural (human relations view) N Conflict Bad (traditional view) B Conflict must be managed Sources of Conflict Resource scarcity Incompatible goals Structural factors (size, routinization, specialization, reward systems) Conflicting perceptions, ideas, or beliefs Differences between people Conflicting thoughts/needs within an individual Lack of communication (maybe) Types of Conflict Task content conflict (differing opinions related to the task) G Emotional or relationship conflict (interpersonal conflict -- dislike, negative emotions) B Administrative or process conflict (disagreement on how to get the task completed — e.g., duties, decisionmaking technique) B to N Goal of Conflict Resolution Confront problems, communicate openly a