Conflict Resolution Including The Twelve Skills Summary
Conflict Resolution Including the Twelve Skills Summa
Describe a situation or conversation in which there was a conflict between a nurse or advanced practice nurse and another healthcare provider or administrator. Write a 2 to 3 page paper on how you would apply the Twelve Skills to have a positive communication outcome. Your paper must be presented in a single Word document. The paper must be between 2 to 3 pages in length, not including the title and reference list pages.
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Paper For Above instruction
Conflict is an inevitable aspect of professional healthcare environments, especially among nurses, advanced practice nurses, physicians, administrators, and other stakeholders. Effective conflict resolution is essential to maintaining collaborative working relationships, ensuring patient safety, and fostering a positive work environment. The Twelve Skills model, developed by the Conflict Resolution Network, offers practical tools to navigate and resolve conflicts constructively. This paper explores a hypothetical scenario involving a conflict between an advanced practice nurse (APN) and a healthcare administrator, illustrating how the application of these twelve skills can promote positive communication outcomes.
Scenario Description
In this scenario, an APN, responsible for managing patient care and coordinating multidisciplinary teams, encounters a conflict with a healthcare administrator over resource allocation. The APN believes that better staffing levels are essential for patient safety and workflow efficiency. Conversely, the administrator emphasizes budget constraints and emphasizes the need to optimize available resources without additional spending. The disagreement escalates into a tense conversation, risking a breakdown in communication and collaboration.
Applying the Twelve Skills to Facilitate Resolution
The Twelve Skills, as outlined by the Conflict Resolution Network, serve as effective tools to address conflicts by fostering understanding, empathy, and cooperation. The following analysis discusses how each of these skills can be applied to this scenario to achieve a positive communication outcome.
1. Replace blame with understanding
Instead of blaming the administrator for budget limitations, the APN seeks to understand the financial constraints and priorities. Emphasizing shared goals of patient safety helps shift focus from blame to mutual understanding.
2. Focus on interests, not positions
The APN clarifies that their core interest lies in providing quality care, which may require additional staffing. Recognizing that the administrator's interest is sustainable resource management allows both parties to identify common ground.
3. Generate options collaboratively
They brainstorm alternative solutions, such as adjusting schedules or reallocating existing staff, demonstrating willingness to find mutually acceptable compromise without escalating conflict.
4. Use specific, non-judgmental language
The APN communicates their concerns using specific facts and avoids judgmental language, promoting a respectful dialogue.
5. Paraphrase and validate others' points of view
The administrator's perspective on budget restrictions is paraphrased and acknowledged, validating their concerns and fostering trust.
6. Stay focused on the problem, not personalities
The discussion remains centered on find solutions related to staffing and resources rather than personal attributes or blame.
7. Seek mutual gains
Both parties explore options that can meet patient care needs and respect financial constraints, seeking win-win solutions.
8. Keep communication clear and concise
The APN articulates points clearly, avoiding ambiguity, to prevent misunderstandings.
9. Listen actively and empathetically
Active listening demonstrates empathy, allowing the APN to understand underlying concerns and emotional triggers.
10. Be open to feedback and change
The APN remains receptive to the administrator's feedback, demonstrating flexibility and readiness to adapt approaches.
Conclusion
Effective conflict resolution in healthcare relies heavily on communication skills that promote understanding, trust, and mutual respect. The Twelve Skills framework provides a structured approach to manage conflicts constructively. In the scenario discussed, applying these skills enabled the APN and administrator to shift from confrontation to collaboration, emphasizing shared goals and exploring options that benefit both patient care and organizational sustainability. Developing proficiency in these skills is vital for healthcare professionals committed to fostering a positive and effective work environment.
References
- Conflict Resolution Network. (n.d.). The Twelve Skills of Conflict Resolution. Retrieved from https://www.crnhq.org
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