{"id":154,"date":"2021-09-30T17:53:23","date_gmt":"2021-09-30T17:53:23","guid":{"rendered":"https:\/\/pressbooks.ccconline.org\/accnursing2030\/chapter\/7-7-conflict-resolution\/"},"modified":"2025-02-18T18:43:02","modified_gmt":"2025-02-18T18:43:02","slug":"7-7-conflict-resolution","status":"publish","type":"chapter","link":"https:\/\/pressbooks.ccconline.org\/accnursing2030\/chapter\/7-7-conflict-resolution\/","title":{"raw":"7.7 Conflict Resolution","rendered":"7.7 Conflict Resolution"},"content":{"raw":"Conflicts are inevitable when working on a team composed of members with different personalities, roles, and responsibilities. It is essential for all nurses to develop conflict resolution skills.\n

Common Sources of Interpersonal Conflict<\/h2>\nCommon sources of interpersonal conflict in health care settings are passive-aggressiveness, horizontal aggression, defensiveness, peer informer behavior, and victimization behaviors.[footnote]Elizabeth, A. (2019). Managing interpersonal conflict: Steps for success. Nursing Management, 50<\/em>(6), 22-28. https:\/\/journals.lww.com\/nursingmanagement\/Fulltext\/2019\/06000\/Managing_interpersonal_conflict__Steps_for_success.7.aspx<\/a>[\/footnote]<\/sup>\n

Passive-Aggressiveness<\/h3>\nPassive-aggressiveness is a behavior that shows disconnection between what a person says and does. Many times, a passive-aggressive person will agree with another person\u2019s request, but later express feelings of frustration or anger to others and not comply with the request.\n\nAs an example, a charge nurse informs the team of RNs in a team meeting that a new policy requires bedside rounding. A nurse responds enthusiastically during the meeting but then complains to others about the policy and refuses to do it. The best method of managing passive-aggressive behavior is to confront it calmly and directly. For this example, it would be helpful for the charge nurse to say, \u201cI was disappointed to hear you are upset about the new bedside rounding policy because you didn\u2019t express any concerns directly to me. It would be helpful for you to directly communicate concerns to me so we can discuss them and make a plan for going forward.\u201d<\/em>[footnote]Elizabeth, A. (2019). Managing interpersonal conflict: Steps for success. Nursing Management, 50<\/em>(6), 22-28. https:\/\/journals.lww.com\/nursingmanagement\/Fulltext\/2019\/06000\/Managing_interpersonal_conflict__Steps_for_success.7.aspx<\/a>[\/footnote]<\/sup>\n

Horizontal Aggression<\/h3>\nThe nursing literature describes diffuse incivility, lateral\/horizontal violence, and bullying among nurses in the workplace.[footnote]Bambi, S., Guazzini, A., De Felippis, C., Lucchini, A., & Rasero, L. (2017). Preventing workplace incivility, lateral violence and bullying between nurses. A narrative literature review. Acta bio-medica: Atenei Parmensis, 88<\/em>(5S), 39\u201347. https:\/\/www.ncbi.nlm.nih.gov\/pmc\/articles\/PMC6357576\/<\/a> [\/footnote]<\/sup> [pb_glossary id=\"526\"]Horizontal aggression[\/pb_glossary]<\/strong> refers to hostile behavior among one\u2019s peers. It is not acceptable and should be directly confronted in a constructive manner or it will get worse. A suggested approach to a peer displaying horizontal aggression is to respond calmly and sincerely, \u201cI value your expertise and experience and am looking for your help and support.\u201d<\/em> If the negative behavior continues after an attempt to address the individual directly, the nurse supervisor should be notified according to the agency\u2019s chain of command.[footnote]Elizabeth, A. (2019). Managing interpersonal conflict: Steps for success. Nursing Management, 50<\/em>(6), 22-28. https:\/\/journals.lww.com\/nursingmanagement\/Fulltext\/2019\/06000\/Managing_interpersonal_conflict__Steps_for_success.7.aspx<\/a>[\/footnote]<\/sup>\n

Defensiveness<\/h3>\nIt can be difficult to receive negative feedback. Some people respond by becoming defensive. Defensiveness puts the blame for one\u2019s shortcomings on another person to make oneself appear better.\n\nAs an example, a charge nurse addresses a nurse about not turning on the bed alarm after repositioning a client and leaving the room. The nurse responds defensively by inaccurately blaming others, stating, \u201cThe nursing assistants are always sloppy with their responsibilities.\u201d<\/em> It is helpful to confront defensiveness by restating the facts in a calm manner and redirecting the conversation to the problem, its resolution, and the risk of jeopardizing client safety. For example, the charge nurse could reply, \u201cIn this situation, I saw you leave the room after repositioning the client, and when I went into the room to answer the client\u2019s call light, the bed alarm was off.\u201d<\/em>[footnote]Elizabeth, A. (2019). Managing interpersonal conflict: Steps for success. Nursing Management, <\/em>50(6), 22-28. https:\/\/journals.lww.com\/nursingmanagement\/Fulltext\/2019\/06000\/Managing_interpersonal_conflict__Steps_for_success.7.aspx<\/a>[\/footnote]<\/sup>\n

Peer Informer Behavior<\/h3>\nPeer informer behavior is similar to gossip. Peer informers relay information about fellow team members to the nurse leader, and this information often lacks objective evidence. It is often best to respond to the informer by asking them to speak to their team member directly about their concerns unless it is an urgent matter that must be dealt with immediately. However, keep in mind that if concerns are shared about a staff member by more than one team member, it may be a pattern of behavior, and the nurse leader should follow up with that staff member.[footnote]Elizabeth, A. (2019). Managing interpersonal conflict: Steps for success. Nursing Management, 50<\/em>(6), 22-28. https:\/\/journals.lww.com\/nursingmanagement\/Fulltext\/2019\/06000\/Managing_interpersonal_conflict__Steps_for_success.7.aspx<\/a>[\/footnote]<\/sup>\n\nAs an example, a nurse approaches the charge nurse and says, \u201cEveryone is concerned about how much time Nancy is spending in the room with her clients. She gets behind in her work and the rest of us have to make up for it.\u201d<\/em> The charge nurse could reply, \u201cHave you addressed your concerns directly with Nancy?\u201d<\/em> If the nurse replies, \u201cNo,\u201d<\/em> then the charge nurse could state, \u201cPlease talk to Nancy directly with your concerns first.\u201d<\/em> However, if another nurse shares a similar concern with the charge nurse, then the charge nurse should address this pattern of behavior with Nancy and obtain her perspective.\n

Victimization<\/h3>\nVictimization occurs when a team member feels they are being singled out unfairly or held to higher expectations than their peers. Comments may include, \u201cWhy am I getting called out on this when other people are doing this and aren\u2019t getting in trouble?\u201d or \u201cI was never told this; why am I always the last to know?\u201d Team members who feel victimized should be reminded by the nurse leader they are held to the same standards as the other members. However, keep in mind that sharing information about other staff members\u2019 performance breaches confidentiality, so do not include another employees\u2019 performance information in conversations but instead focus on policies and procedures that apply to everyone.[footnote]Elizabeth, A. (2019). Managing interpersonal conflict: Steps for success. Nursing Management, 50<\/em>(6), 22-28. https:\/\/journals.lww.com\/nursingmanagement\/Fulltext\/2019\/06000\/Managing_interpersonal_conflict__Steps_for_success.7.aspx<\/a>[\/footnote]<\/sup>\n

Types of Conflict<\/h2>\nThere are various sources of conflict that nurses may encounter in their work environment.\n\n[pb_glossary id=\"532\"]Role Conflict[\/pb_glossary]:<\/strong> Role conflict arises when individuals have multiple, often conflicting, expectations associated with their roles. In professional settings, an employee may face role conflict when their job responsibilities are unclear or when there are conflicting demands from different supervisors. For example, a project manager might experience tension if their role requires them to enforce strict deadlines while also being expected to accommodate frequent changes in project scope. This type of conflict can lead to stress, decreased job satisfaction, and reduced productivity. Role conflict can be mitigated by clear communication, well-defined job descriptions, and regular feedback to ensure alignment of expectations.[footnote]Ahmad, M., & Ud din, S.\u00a0 (2023). Effect of role conflict and role ambiguity on employee creativity. Library Philosophy and Practice (ejournal), 7615<\/em>, 1-21. https:\/\/digitalcommons.unl.edu\/cgi\/viewcontent.cgi?article=14720&context=libphilprac<\/a>[\/footnote] <\/sup>\n\n[pb_glossary id=\"533\"]Communication Conflict[\/pb_glossary]:<\/strong> Communication conflict occurs when there is a failure in the exchange of information. Misunderstandings, misinterpretations, and lack of effective communication can lead to disputes and frustrations. For instance, in a team setting, if one member interprets a directive differently from others, it can result in duplicated efforts or missed tasks. Communication conflict is often exacerbated by differences in communication styles, cultural backgrounds, or language barriers. Addressing this type of conflict involves fostering an environment of open and clear communication, utilizing active listening techniques, and ensuring that all parties have a mutual understanding of the messages being conveyed.[footnote]Hutagaung, I. (2017). The function of interpersonal communication in conflict management organization. SHS Web of Conferences, 33.<\/em> https:\/\/www.researchgate.net\/publication\/313290661_The_Function_of_Interpersonal_Communication_in_Conflict_Management_Organization<\/a><\/sup>[\/footnote]<\/sup>\n\n[pb_glossary id=\"534\"]Goal Conflict[\/pb_glossary]:<\/strong> Goal conflict happens when the objectives of individuals or groups are incompatible. In organizations, different departments might pursue goals that are in opposition, such as a sales team aiming for maximum customer satisfaction while a production team focuses on minimizing costs. These conflicting goals can hinder overall progress and lead to tension among team members. To resolve goal conflicts, it is crucial to align individual and departmental goals with the broader objectives of the organization. This can be achieved through strategic planning, cross-functional collaboration, and regular goal-setting meetings that ensure all efforts are directed towards a common purpose.[footnote]Gray, J. S., Ozer, D. J., & Rosenthal, R. (2017). Goal conflict and psychological well-being: A meta-analysis. Journal of Research in Personality, 66<\/em>, 27-37. https:\/\/doi.org\/10.1016\/j.jrp.2016.12.003<\/a>[\/footnote]<\/sup>\n\n[pb_glossary id=\"535\"]Personality Conflict[\/pb_glossary]: <\/strong>Personality conflict arises from differences in individual temperaments, attitudes, and behaviors. Such conflicts are common in any setting where diverse personalities interact, such as workplaces, schools, or social groups. For example, a highly extroverted person might clash with a reserved colleague, leading to friction in their interactions. Personality conflicts can negatively impact team cohesion and productivity. Managing these conflicts involves fostering a culture of respect and understanding, providing training in emotional intelligence and conflict resolution, and encouraging individuals to appreciate and leverage the strengths of diverse personalities.[footnote]Tehrani, H. D., & Yamini, S. (2020). Personality traits and conflict resolution styles: A meta-analysis. Personality and Individual Differences, 157<\/em>. https:\/\/doi.org\/10.1016\/j.paid.2019.109794<\/a>[\/footnote]<\/sup>\n\n[pb_glossary id=\"536\"]Ethical\/Values Conflict[\/pb_glossary]: <\/strong>Ethical or values conflict occurs when individuals or groups have fundamentally different beliefs and values. These conflicts are often deeply rooted and can be particularly challenging to resolve. In a corporate environment, an ethical conflict might arise if one employee believes in strict adherence to company policies while another prioritizes flexibility and personal judgment. Values conflicts can also occur over issues such as diversity, environmental responsibility, and corporate social responsibility. Addressing ethical or values conflicts requires creating an environment of mutual respect, where different perspectives are valued. Organizations can benefit from having clear ethical guidelines and fostering an inclusive culture that encourages open dialogue and ethical decision-making.[footnote]Xing, S. (2022). Ethical conflict and knowledge hiding in teams: Moderating role of workplace friendship in education sector. Front Psychology, 13.<\/em> https;\/\/doi.org\/10.3389\/fpsyg.2022.824485<\/a>.[\/footnote]<\/sup>\n

Conflict Management<\/h2>\nIndividuals manage conflict differently. During conflict, a person\u2019s behavior is typically driven by their commitment to their goals or their commitment to relationships[footnote]Leadership and Influencing Change in Nursing<\/a> by Joan Wagner is licensed under CC BY 4.0<\/a>[\/footnote]<\/sup>:\n