1SCENARIO 2: CONFLICT MANAGEMENT

Nurse-supervisor Juana brought forward a complaint of Nurse Maria regarding a relationship with
Nurse Petra. Nurse-supervisor Juana reported that over a period of six months, since Petra’s
appointment to the rural health unit (RHU), tension continued to escalate between the two and at the
time of the complaint the supervisor Juana indicated that she felt as though she were working in an
unhealthy, hostile environment.
Midwife-supervisor Juana could not identify when the conflict began but did recognize that an on-
going failure of the relationship had resulted and that a series of small events contributed to the
problems. The individuals were no longer speaking directly to each other unless absolutely necessary.
The other team members noticed that communication was significantly impacted and even
information regarding patient care was shared with limitations.
The supervisor reported that the two individuals had very different work styles and approaches to
patient care. She reported feeling that Petra was a strong personality that others avoided for fear of
disapproval or reprisals. She felt as though she were excluded from the group of seasoned
employees because she was new to the unit, essentially a stranger.
She felt that a power imbalance existed and that the Petra held a great deal of influence over others,
regardless of the fact that she was in a leadership position. Additionally, the charge nurse believed
that the respondent did not complete her work and this perception contributed to the conflict .

1. If you were Nurse Juana/Juan, how will you address the conflict?
As future nurse, I will listen to them tactfully and be objective in making decisions about the
issue.

2. What will be the impact of the conflict?

The impact of the conflict between them might affect their performances in rendering
healthcare services to their patient.

3. How will the conflict be mitigated?

The conflict will be mitigated if it will be address in a good way wherein, this will be the
opportunity for them to voice out their own opinion so that they will be able to work hand in
hand in the future.

4. How will you manage the conflict?

I alone can’t manage the conflict but their inclusion to address the issue will help us to resolve
the conflict between them. I will serve as their moderator for them to fix their
misunderstanding.

5. Enumerate solutions on how to manage this conflict

 Recognize conflict early. Recognizing the early warning signs of conflict is the first step
toward resolution. Pay attention to body language and be cognizant of the moods of
the staff.
 Be proactive. Address the issue of concern at an early stage. Avoiding the conflict may
cause frustration and escalate the problem.
 Actively listen. Focus your attention on the speaker. Try to understand, interpret, and
evaluate what's being said. The ability to listen actively can improve interpersonal
relationships, reduce conflicts, foster understanding, and improve cooperation.
 Remain calm. Keep responses under control and emotions in check. Don't react to
volatile comments. Your calmness will help set the tone for the parties involved.
 Define the problem. Clearly identify and define the problem. A clear understanding of
the issues will help minimize miscommunication and facilitate resolution.
 Seek a solution. Manage the conflict in a way that successfully meets the goal of
reaching an acceptable solution for both parties.