Briefly describe a conflict in which you were involved. How did you handle yourself?
Managing conflict is an essential skill for the manager and, indeed, all nurses. Avoiding unnecessary conflict or allowing conflict to fester and remain unresolved undermines the manag- er’s effectiveness and can result in dissatisfied staff and turnover. Resolving conflict, on the other hand, can lead to better outcomes both with the immediate situation and encourage the manager to resolve conflict in the future.
More strategies for handling conflict can be found in Chapter 10, “Dealing with Difficult People and Situations,” in Becoming Influential: A Guide for Nurses (Sullivan, 2013).
What You Know Now • Conflict is a dynamic process and the consequence of real or perceived differences between individuals
or groups. • Conflict can be positive and the first step in initiating change, or it may be negative and disruptive. • Antecedent conditions that cause conflict include incompatible goals, role conflicts, structural conflict,
competition for scarce resources, and differences in values and beliefs. • A number of strategies exist to handle conflict; choosing the best one to use is based on the situation and
the people involved. • Learning to manage conflict is a requirement for all nurses and managers.
Tools for Handling Conflict 1. Evaluate conflict situations to decide if and when to intervene. 2. Understand the antecedent conditions for the conflict and the positions of those involved. 3. Enlist others to help solve conflicts. 4. Select a conflict management strategy appropriate to the situation. 5. Practice the conflict management strategies discussed in the chapter and evaluate the outcomes.
Questions to Challenge You 1. How are conflicts handled at work or school? Are leaders good conflict managers? Give an example
to explain your answer. 2. Briefly describe a conflict in which you were involved. How did you handle yourself? How did the
others involved? Did it turn out well? Explain. 3. What do you find to be the most difficult part of handling conflicts? Understanding others’ positions?
Devising a successful solution? Enlisting others’ help? Encouraging participants to agree to a solution? 4. Study the chapter for help in improving your areas of weakness. Evaluate your performance.