MN501: Advanced Nursing Roles
Conflict Resolution
Britton Lerch
Due Date: September 29, 2015
Kaplan University
MN501: Advanced Nursing Roles
Dr. Dallred Conflict Resolution
Conflicts occur because of the different points of view. They can also happen because of various morals, values, and work ethic. In a multinational team there is bound to be conflicts. Those conflicts will transpire and require resolution. Problem solving with negotiations can lead to a quick resolution.
Communication
Communication is essential with resolving workplace conflicts. Communicate clearly and frequently. No employee wants to be uninformed or left out of the loop, especially regarding important decisions. Communicating with each other not only helps everyone to do a better job, it …show more content…
reduces stress and increases job performance (Lee, 2008).
Unsatisfied Patient
The patient drove 75 miles to have her biopsy. She became angry as she was advised it would be performed today but the physician was too busy and she was scheduled with the nurse practitioner. The nurse practitioner apologized that she would not be able to perform the biopsy and the patient was sent home. The nurse practitioner could not perform the biopsy, as it was not within her scope of practice within that state.
Nurse Practitioner
This nurse practitioner has the skills and ability to perform physical examinations, assess situations, order labs and diagnose, as well as prescribe medication. The physician was not aware of the scope of practice for this nurse practitioner. The lack of communication and angry patient transpired into a conflict between the nurse practitioner and the physician. The nurse practitioner frustrated and began yelling at the physician in front of other co-workers.
Physician
This physician had four years of undergraduate work, four years of medical school, and seven years of residency, and a three-year fellowship program in oncology. The nurse practitioner could not perform a biopsy because the physician had a longer and more rigorous medical training program that involved areas specializing in minimally invasive procedures (Hain & Fleck, 2014). Within the residing states of these colleagues, the major differences was the years of experience through education and training and the scope of practice for nurse practitioners did not permit the performance of minimally invasive procedures that included biopsies.
Win Win Approach
The win win approach involves a change in attitude (Conflict Resolution Network, 2015). Both attitude need to change. The nurse practitioner needs to have patients to understand that the physician does not understand their scope of practice. The physician has to be willing to educate himself on the nurse practitioner’s scope of practice.
Creative Response
These healthcare team members need to turn this conflict into a learning possibility (Conflict Resolution Network, 2015). The nurse practitioner should go to the board of nursing website and locate scope of practice information to provide to the physician. The physician will have a much better attitude when he is aware of what the nurse practitioner can and cannot do.
Empathy
Empathy is important in every situation because we need to keep in mind that no one is perfect and we all make mistakes. Good listening skills are essential for both healthcare workers. The nurse practitioner needs to express the importance of their scope of practice and the physician needs to actively listen and ask questions to affirm their knowledge. The nurse practitioner will state that the lack of physician education with the scope of practice is an issue. The physician acknowledges the lack of awareness and he is willing to be informed.
Appropriate Assertiveness
Using the “I” statement in an appropriate way will help to convey your message (Conflict Resolution Network, 2015). The nurse practitioner stating, “I do not like it when you send me patients I cannot treat.” The physician stating, “I do not like it when you yell at me in front of my staff.” These statements provide a clear point of view from each person. Co-operative Power
The nurse practitioner was yelling, “How dare you send this patient to me!” The conversation began with the physician replying, “Why do you disapprove of treating this patient?” The physician was able to reply with an open-end question that will explore obstacles and put a focus on possible resolution (Conflict Resolution Network, 2015).
Managing Emotions
It is important that both individuals involved in a conflict take time to manage their emotions.
The nurse practitioner is constantly seeing the physician’s patients that are not within her scope of practice. The nurse practitioner, now feeling overwhelmed, did not manage emotions very well as the conflict encounter was in the presence of other employees. Initially, the physician was embarrassed with the lack of respect in a public location; however, he chose to attempt to defuse the situation by managing his emotions and attempt co-operative power strategies (Conflict Resolution Network, 2015).
Willingness to Resolve
The nurse practitioner realized that the physician’s lack of knowledge with her scope of practice was the issue clouding this conflict (Conflict Resolution Network, 2015). The nurse practitioner was willing to sit down and listen to what the physician needed from other colleagues. The physician was willing to listen to the nurse practitioner to learn and determine what areas were outside of her scope of practice. Both agreed that if/when new issues arise they would consult with each other.
Mapping the …show more content…
Conflict
The two healthcare teammates decided to sit down together and map out areas, creating examples of scope of practice issues for the nurse practitioner. They both listed their concerns and anxieties (Conflict Resolution Network, 2015). There was also a basic list of nurse practitioner responsibilities that included, physical examinations, assessing situations, ordering labs and diagnosing, as well as prescribing medication.
Development of Options
The option that these healthcare team members decided would work best for them is brainstorming and a consensus (Conflict Resolution Network, 2015).
For example, they are both aware that conflicts do arise; however, the approach that the nurse practitioner took with angrily addressing the physician in a public location was not acceptable to the physician. They agreed on a mutual private location in an adjacent lounge from both their offices to discuss and brainstorm about differences.
Introduction to Negotiation
The nurse practitioner was very hard on the physician, rather than the issue. If the nurse practitioner will remain focused on the issue, while emphasizing common ground, this will help the nurse practitioner with making a clear argument. The nurse practitioner did not do a good job with initially handling emotions and this can hinder negotiations with the physician (Conflict Resolution Network, 2015).
Introduction to Mediation
The nurse practitioner and physician were able to resolve their conflict. However, there are times that it is best to use a mediator to have an informal discussion about the disagreement. A human resource representative is an objective, supporting, individual that will not judge but steer the two employees in the right direction to obtain a win win situation for the patient and healthcare organization (Conflict Resolution Network,
2015).
Broadening Perspectives
When conflicts arise, it is sometimes difficult to remember that we are all individuals with different perspectives. In the long term, if we value the differences of other people, and what other people have to offer the team, we can see how our actions do affect the people we work with. As difficult, as it may seem to view things from a more broad perspective, by taking small steps, new possibilities will open (Conflict Resolution Network, 2015).
Conclusion
When people avoid conflict, resentment can settle. Conflicts will continue to grow and tension will escalate. As hard as it can be at times, one should embrace conflict. We are all humans and life is a learning process. The best approach is to seek conflict resolution because when team members put forth the effort to resolve conflict, peers form stronger working relationships. References
Conflict Resolution Network. (2015). 12 skills summary. Retrieved from http://www.crnhq.org/12-Skills-Summary.aspx?rw=c
Hain, D., Fleck, L., (2014, May). Barriers to NP practice that impact healthcare redesign. OJIN: The Online Journal of Issues in Nursing, 19(2). doi: 10.3912/OJIN.Vol19No02Man02
Lee, D. (2008). How to maximize employee performance while minimizing employee stress. Human Nature @ Work. Retrieved from http://www.humannatureatwork.com/Workplace-Stress-4.htm
Britton Lerch
Due Date: September 29, 2015
Kaplan University
MN501: Advanced Nursing Roles
Dr. Dallred Conflict Resolution
Conflicts occur because of the different points of view. They can also happen because of various morals, values, and work ethic. In a multinational team there is bound to be conflicts. Those conflicts will transpire and require resolution. Problem solving with negotiations can lead to a quick resolution.
Communication
Communication is essential with resolving workplace conflicts. Communicate clearly and frequently. No employee wants to be uninformed or left out of the loop, especially regarding important decisions. Communicating with each other not only helps everyone to do a better job, it …show more content…
reduces stress and increases job performance (Lee, 2008).
Unsatisfied Patient
The patient drove 75 miles to have her biopsy. She became angry as she was advised it would be performed today but the physician was too busy and she was scheduled with the nurse practitioner. The nurse practitioner apologized that she would not be able to perform the biopsy and the patient was sent home. The nurse practitioner could not perform the biopsy, as it was not within her scope of practice within that state.
Nurse Practitioner
This nurse practitioner has the skills and ability to perform physical examinations, assess situations, order labs and diagnose, as well as prescribe medication. The physician was not aware of the scope of practice for this nurse practitioner. The lack of communication and angry patient transpired into a conflict between the nurse practitioner and the physician. The nurse practitioner frustrated and began yelling at the physician in front of other co-workers.
Physician
This physician had four years of undergraduate work, four years of medical school, and seven years of residency, and a three-year fellowship program in oncology. The nurse practitioner could not perform a biopsy because the physician had a longer and more rigorous medical training program that involved areas specializing in minimally invasive procedures (Hain & Fleck, 2014). Within the residing states of these colleagues, the major differences was the years of experience through education and training and the scope of practice for nurse practitioners did not permit the performance of minimally invasive procedures that included biopsies.
Win Win Approach
The win win approach involves a change in attitude (Conflict Resolution Network, 2015). Both attitude need to change. The nurse practitioner needs to have patients to understand that the physician does not understand their scope of practice. The physician has to be willing to educate himself on the nurse practitioner’s scope of practice.
Creative Response
These healthcare team members need to turn this conflict into a learning possibility (Conflict Resolution Network, 2015). The nurse practitioner should go to the board of nursing website and locate scope of practice information to provide to the physician. The physician will have a much better attitude when he is aware of what the nurse practitioner can and cannot do.
Empathy
Empathy is important in every situation because we need to keep in mind that no one is perfect and we all make mistakes. Good listening skills are essential for both healthcare workers. The nurse practitioner needs to express the importance of their scope of practice and the physician needs to actively listen and ask questions to affirm their knowledge. The nurse practitioner will state that the lack of physician education with the scope of practice is an issue. The physician acknowledges the lack of awareness and he is willing to be informed.
Appropriate Assertiveness
Using the “I” statement in an appropriate way will help to convey your message (Conflict Resolution Network, 2015). The nurse practitioner stating, “I do not like it when you send me patients I cannot treat.” The physician stating, “I do not like it when you yell at me in front of my staff.” These statements provide a clear point of view from each person. Co-operative Power
The nurse practitioner was yelling, “How dare you send this patient to me!” The conversation began with the physician replying, “Why do you disapprove of treating this patient?” The physician was able to reply with an open-end question that will explore obstacles and put a focus on possible resolution (Conflict Resolution Network, 2015).
Managing Emotions
It is important that both individuals involved in a conflict take time to manage their emotions.
The nurse practitioner is constantly seeing the physician’s patients that are not within her scope of practice. The nurse practitioner, now feeling overwhelmed, did not manage emotions very well as the conflict encounter was in the presence of other employees. Initially, the physician was embarrassed with the lack of respect in a public location; however, he chose to attempt to defuse the situation by managing his emotions and attempt co-operative power strategies (Conflict Resolution Network, 2015).
Willingness to Resolve
The nurse practitioner realized that the physician’s lack of knowledge with her scope of practice was the issue clouding this conflict (Conflict Resolution Network, 2015). The nurse practitioner was willing to sit down and listen to what the physician needed from other colleagues. The physician was willing to listen to the nurse practitioner to learn and determine what areas were outside of her scope of practice. Both agreed that if/when new issues arise they would consult with each other.
Mapping the …show more content…
Conflict
The two healthcare teammates decided to sit down together and map out areas, creating examples of scope of practice issues for the nurse practitioner. They both listed their concerns and anxieties (Conflict Resolution Network, 2015). There was also a basic list of nurse practitioner responsibilities that included, physical examinations, assessing situations, ordering labs and diagnosing, as well as prescribing medication.
Development of Options
The option that these healthcare team members decided would work best for them is brainstorming and a consensus (Conflict Resolution Network, 2015).
For example, they are both aware that conflicts do arise; however, the approach that the nurse practitioner took with angrily addressing the physician in a public location was not acceptable to the physician. They agreed on a mutual private location in an adjacent lounge from both their offices to discuss and brainstorm about differences.
Introduction to Negotiation
The nurse practitioner was very hard on the physician, rather than the issue. If the nurse practitioner will remain focused on the issue, while emphasizing common ground, this will help the nurse practitioner with making a clear argument. The nurse practitioner did not do a good job with initially handling emotions and this can hinder negotiations with the physician (Conflict Resolution Network, 2015).
Introduction to Mediation
The nurse practitioner and physician were able to resolve their conflict. However, there are times that it is best to use a mediator to have an informal discussion about the disagreement. A human resource representative is an objective, supporting, individual that will not judge but steer the two employees in the right direction to obtain a win win situation for the patient and healthcare organization (Conflict Resolution Network,
2015).
Broadening Perspectives
When conflicts arise, it is sometimes difficult to remember that we are all individuals with different perspectives. In the long term, if we value the differences of other people, and what other people have to offer the team, we can see how our actions do affect the people we work with. As difficult, as it may seem to view things from a more broad perspective, by taking small steps, new possibilities will open (Conflict Resolution Network, 2015).
Conclusion
When people avoid conflict, resentment can settle. Conflicts will continue to grow and tension will escalate. As hard as it can be at times, one should embrace conflict. We are all humans and life is a learning process. The best approach is to seek conflict resolution because when team members put forth the effort to resolve conflict, peers form stronger working relationships. References
Conflict Resolution Network. (2015). 12 skills summary. Retrieved from http://www.crnhq.org/12-Skills-Summary.aspx?rw=c
Hain, D., Fleck, L., (2014, May). Barriers to NP practice that impact healthcare redesign. OJIN: The Online Journal of Issues in Nursing, 19(2). doi: 10.3912/OJIN.Vol19No02Man02
Lee, D. (2008). How to maximize employee performance while minimizing employee stress. Human Nature @ Work. Retrieved from http://www.humannatureatwork.com/Workplace-Stress-4.htm