Name
Chamberlain University
NR-582: Leadership and Role Development for Advanced Nursing Practice
Prof. Name
Date
Conflict is a frequent occurrence in healthcare settings, often arising from hierarchical structures, power imbalances, communication breakdowns, disruptive behavior, and the complexities of working within multigenerational, interprofessional teams. Nurses and healthcare professionals must therefore be skilled in recognizing conflict, analyzing its causes, and applying effective resolution strategies.
During my travel nursing assignment, I encountered a conflict with a patient care technician (PCT) in the progressive care unit (PCU). I was unfamiliar with the unit and had five patients under my care, including a new admission from the emergency department with possible stroke symptoms. The patient insisted on taking a shower independently, which raised safety concerns. I advised alternatives, such as a bed bath, and informed the PCT, who initially agreed to assist after 30 minutes. However, more than an hour passed, and the patient continued to wait. Eventually, I assisted the patient myself, only to later find that the PCT had gone on her lunch break without notifying me.
Stakeholders and Roles:
| Stakeholder | Role in the Conflict |
|---|---|
| Registered Nurse (Myself) | Responsible for overall patient care, safety, and communication with care team |
| Patient | Desired autonomy and independence in self-care despite safety concerns |
| Patient Care Technician | Tasked with assisting patients with activities of daily living (e.g., showering) |
The situation was addressed by maintaining composure and focusing on constructive communication. Instead of reacting defensively, I calmly acknowledged the PCT’s perspective and explained why timely communication was critical for patient safety. The resolution style used was collaborative problem-solving, as it involved acknowledging both parties’ needs while emphasizing patient-centered care.
The collaborative approach was effective because it prevented further escalation and improved teamwork for the remainder of the shift. By focusing on common ground, such as ensuring patient safety and meeting staff needs, the conflict resolution style promoted cooperation. It was the most appropriate method because it not only resolved the immediate issue but also built trust and accountability between myself and the PCT. While other styles such as avoidance or competing may have delayed resolution or increased hostility, collaboration fostered a constructive outcome.
My preferred conflict resolution style is active listening. Active listening involves giving full attention to the speaker, paraphrasing their concerns, and validating their emotions. By listening actively, I can uncover underlying issues, reduce tension, and ensure that the other party feels respected and understood. This method helps in addressing both emotional and practical aspects of conflict.
Active listening has been shown to enhance trust, encourage open communication, and support long-term conflict management (Weger et al., 2010). I find this method particularly effective in nursing because it promotes empathy, fosters teamwork, and aligns with patient-centered care principles.
Hi _____, I really appreciated your post. It was inspiring to see how your unit manager implemented a fair solution by rotating the charge nurse role and offering additional training. This decision reflects a collaborative leadership style, which emphasizes teamwork, shared responsibility, and collective decision-making.
Collaborative leadership encourages transparency, promotes shared ownership of goals, and ensures that team members feel valued. While conflicts may arise in such a model, leaders can resolve them constructively through open dialogue, active listening, and inclusive problem-solving. This not only strengthens professional relationships but also fosters a culture of continuous improvement, adaptability, and innovation (DiBello, 2019).
Active listening is an essential skill. How do you think that you will use active listening to resolve conflict related to patient care in your future APRN role?
Response:
Dr. Rebecca, active listening will be central to my role as an APRN. It allows for mutual respect and trust while reducing defensiveness during difficult conversations. By carefully listening to patients and colleagues, I can create an environment where individuals feel valued and understood.
In patient care, this skill will help de-escalate conflicts by ensuring patients feel heard, which fosters cooperation instead of resistance. Active listening also allows me to identify subtle concerns that may otherwise be overlooked, enabling me to address issues holistically. Building authentic rapport with patients through listening will encourage shared decision-making and strengthen therapeutic relationships (Doas, 2015).
DiBello, K. (2019). Collaborative leadership. AAACN Viewpoint, 41(4), 15–16. https://chamberlainuniversity.idm.oclc.org/login?qurl=https%3A%2F%2Fwww.proquest.com%2Fscholarly-journals%2Fcollaborative-leadership%2Fdocview%2F2309764587%2Fse-2%3Faccountid%3D147674
Doas, M. (2015). Are we losing the art of actively listening to our patients? Connecting the art of active listening with emotionally competent behaviors. Open Journal of Nursing, 5(6), 566–570. https://doi.org/10.4236/ojn.2015.56060
Weger, H., Castle, G. R., & Emmett, M. C. (2010). Active listening in peer interviews: The influence of message paraphrasing on perceptions of listening skill. International Journal of Listening, 24(1), 34–49. https://doi.org/10.1080/10904010903466311
