Controlling as a

management functions
Conflict Management
Objectives:
At the end of this lecture student will be able to:
• Identify conflict and conflict management
• Recognize the factors that result in conflict
• Recognize Conflict Management Strategies
• Describe the nurse leader and manager’s role in managing conflict
• Demonstrate managing conflict process.
Outline
• Conflict Management
• Factors that result in conflict
• Types of Conflict
• Conflict Management Strategies
• Role of Nurse Leaders and Managers in
Addressing Conflict
• Elements that should be explored
include the following (Porter-O’Grady &
Malloch, 2013)
• Process of conflict management
• Conclusion
• References
Conflict Management
• Conflict is a state of disharmony among people and occurs when people have
differing views.
• A little conflict is good and can result in organizational growth. In contrast, too
much conflict can paralyze an organization or unit. Conflict, if not managed, can
result in stress for all involved, interfere with the ability to work together, and
negatively impact patient care.
• Further, unmanaged conflict can result in decreased staff morale, increased
turnover, poor-quality patient care, increased health-care costs, and patient
dissatisfaction (Losa Iglesias & De Bengoa Vallejo, 2012).
Conflict Management
• Wherever there are group of people working in same place, there
always will be conflict.
• Different opinions, miscommunication and misunderstandings can
occur.
• As people have differing values and priorities, and most of us resist
change. All of these things create conflict in our life and work.
• The problem is not conflict itself, but rather how we deal with it.
Common factors that result in conflict
can be related to:

• Personnel issues,
• Personal issues,
• Work environment,
• Power struggles,
• leadership and management
styles (Padrutt, 2010).
 Types of Conflict

1- Intrapersonal Conflict
• is an internal conflict, or a conflict coming from within a person.
An individual may be confronted with an issue or situation that
creates a sense of discomfort within.
• An example: is a nurse trying to make a decision to go back to
school for an advanced degree who may experience conflict
between personal and professional goals (e.g., balancing family
life and pursuing professional advancement). An individual
nurse’s intrapersonal conflict can affect others on the unit, thus
resulting in interpersonal conflict (Padrutt, 2010).
2- Interpersonal
Conflict
• Occurs when there is a disagreement
between or among two or more
people. The disagreement can be
related to differing values, ethics,
goals, beliefs, or priorities.
Interpersonal conflict is very common
in the workplace.
• An example of interpersonal conflict is
a difference of opinion between a
nurse and a family member regarding
a patient’s living will.
3- Intergroup Conflict

• Also common in the workplace is conflict that occurs between groups of

people, also called intergroup conflict.

• For example, the emergency department staff may complain that patients are
not moved to the intensive care unit in a timely manner, and in turn, staff
members in the intensive care unit complain that the emergency department
staff is always demanding to transport patients before patients are discharged,
thereby making beds available.
4- Organizational Conflict

• can result when there is disagreement between staff and organizational

policies and procedures, standards, or changes being made.
• For example, administration implements a new procedure for nurses to use
when documenting nursing care without input from the nurses. This can cause
organizational conflict because administration implements a change without
consulting those it impacts most, nurses at the bedside.
Conflict Management Strategies
1.The avoiding strategy involves withdrawing or hiding from the
conflict. This strategy is not always effective in resolving conflict and
just postpones the conflict. Because the conflict is not resolved, it
may reappear again later.
2.Accommodating involves sacrificing one’s own needs or goals and
trying to satisfy another’s desires, needs, or goals. This strategy does
not resolve conflict and may result in future conflict.
3.Individuals who use the competing strategy pursue their own needs,
desires, or goals at the expense of others. The competitor wants to
win and is not cooperative. This strategy is power driven and can
result in aggression.
Conflict Management Strategies
4. Compromising is an effective conflict management strategy. When
compromising, everyone gives something up, and everyone gets
something they want in return.

5.Collaborating is the best strategy to use in conflict management

because it involves a shared approach to resolving conflict. Shared
goals are identified, and a commitment to working together is
implemented by those involved. Collaborating is time consuming, but it
results in the best chance of a resolution (Padrutt, 2010).
Role of Nurse Leaders and Managers
in Addressing Conflict
Role of Nurse Leaders and Managers
in Addressing Conflict
• Nurse leaders and managers are challenged to learn to deal with
conflict in a way that will manage the issues at hand while
maintaining positive relationships among staff members.
• Establishing open communication and employing active listening skills
can help nurse leaders and managers manage conflict on the unit
• In addition, nurse leaders and managers must encourage positive
interactions among staff members and healthcare providers as part of
a healthy work environment (Sportsman & Hamilton, 2007).
Elements that should be explored include the
following (Porter-O’Grady & Malloch, 2013):
• Mutual respect: Those involved in the conflict may need a reminder to
be respectful and focus on the issue and not the other person.
• Needs versus wants: The nurse leader and manager must help those
involved differentiate between what they need and what they want.
• Compassion and empathy: Those involved in the conflict may need
assistance understanding each other and hearing the other person’s
position.
• Staying in the “I”: The nurse leader and manager reminds those
involved to focus on “I” statements and avoid using “you” statements
and avoid blaming.
Role of Nurse Leaders and Managers..
• The nurse leaders and managers should avoid criticizing or passing
judgment on others’ opinions.
• Instead, they must focus on how team members’ behaviors have
impacted team outcomes.
• A successful nurse leader and manager identifies conflict, works with
those involved to manage and/or resolve the issues, and moves on
(Porter-O’Grady & Malloch, 2013).
 Process of conflict management
1- Deal with the situation

• Most people prefer to avoid conflict resolution, by different way

rather than attempt to resolve an interpersonal conflict at work
(they may transfer to other unit or quit their jobs) Which is not be
an effective solution.
• As a manager or nursing staff, if you ignore or avoid it, it can lead
to increased stress.
 2- Think it through –
have a plan
• Before addressing the person with whom you have a
conflict, consider discussing the situation with an objective
colleague, your leader or family member for advise. This
can help to clarify issues specially if the person have a clear
idea about the situation.

• If you are the leader in the situation, try to listen to

different views and the plan, what you should do next to
manage and solve the conflict.
3- Meeting and discussion

• Face-to-face communication is more effective

than other forms it gives you the opportunity
to make use of body language communication
such as the handshake, a smile, eye contact,
which can have a positive impact on conflict
management.
• Set a convenient time and place to meet with
the staff
• A phone call is the next best thing when in-
person meetings aren’t possible.
 4- Use a mediator, if necessary

• In a complicated situation, the leader or

the staff might invite a neutral third party,
such as a supervisor, to act as a mediator if
this is agreeable to all.
• A mediator can remain objective, listen to
both sides, and facilitate resolution and
compromise.
 5- Apologize when appropriate

• It is a positive attitude which may have effective result in some

situation.

• Take steps to minimize conflict at work before it happens.

• Work on developing good relationships with staff and colleagues.

Everyone has different needs and priorities and comes from different
cultural backgrounds which should be considered.
6- Improve communication skills
• The staff and manager should be able to express the
problem and their words clearly, this will facilitate
understanding, assist in solution and prevent further
conflict.

• “a problem well-stated is a problem half-solved”.

• Be professional and utilize effective communication
to get the facts and details before jumping to
conclusions about something you heard.
 Conclusion
• Conflict can’t be avoided, but it can be
 minimized and resolved.
• Although avoidance sometimes seems like
the easy way out, facing conflict head-on
in an appropriate and professional
manner will lead to better relationships, a
more productive work environment and
empowerment.
Reference
Marquis, Bessie L., Huston, Carol Jorgense.n, Leadership roles and
management functions in nursing : theory and application / Bessie L.
Marquis, Carol J., Ninth edition (2017).
Murry E., Nursing leadership and manamgement safeaty and quality
care. (2017).