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Awareness of Conflict and Conflict Management

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on 5 March 2015

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Transcript of Awareness of Conflict and Conflict Management

Adesuwa Amadasun
Awareness of Conflict
and Conflict


Fatima Viernes
Kitanya Bartley
Thi Thao Nguyen

“…Tension arising from incompatible needs, in which the actions of one frustrate the ability of the other to achieve a goal”
Assertive Behavior
(Arnold and Boggs, 2011, p. 275)
Conflict Resolution Strategies
Arnold and Boggs, 2011, p. 275)
Metacommunication Messages
Verbal style of communication
Describe personal style of responding to conflict situations.
Examine assertive skills to deal constructively with conflict.
Explore conflict resolution strategies.
Discuss how metacommunication messages may affect client responses.
Identify comunication style factors that influence the nurse-client relationship.
Causes of
(Arnold and Boggs, 2011, p. 272)
Styles of Personal Conflict Management
(Arnold and Boggs, 2011, p. 273)




Conflict Situation
(Arnold and Boggs, 2011, p. 273)
Poor communication
Differences in values or goals
Personality clashes
- have feelings
- respect the rights of others to hold opinions different from mine
( Arnold and Boggs, 2011, p. 271)
"Setting goals, acting on those goals in a clear and consistent manner & taking responsibility for the consequences of those actions"
Components of Assertion
Ability to:
- To say No
- To ask for what you want
- To appropriately express both positive
and negative thoughts and feelings
- To initiate, continue, and terminate
the interaction
Assertive Skills
Demonstrate Respect
Use “I” statements
Make Clear Statements
Use Proper Pitch and Tone
Analyze Personal Feelings
Focus on the Present
Structure your Response
Clinical Encounters with Demanding, Difficult Clients
Clinical Encounters with Angry Clients
Defuse Hostility
Prevent Escalation of Conflict
Prepare for the Encounter
Five Steps of Conflict Resolution
There are two elements to identify a conflict:
1. The objective differences between the participants
2. The emotions and perceptions attendant to the conflict . You have to listen to both part’s perceptions and avoid misinterpretations of the content or messages.
• Moderates pitch and tone
• Varies vocalization
• Encourages client involvement
• Validates client's worth
• Advocate for client as necessary
• Appropriately provides needed information
• Allows therapeutic silences
• Uses congruent non verbal behaviors
• Uses facilitative body language
• Uses touch appropriately
• Proxemics
• Attends to client's non verbal cues
Express your own position, using “I” statements
Make clear statements
Speak in a firm tone, using moderate pitch.
Assume responsibility for personal feelings and wants
Make sure verbal and nonverbal messages are congruent
Address only issues related to the present conflict
Structure responses to as to be tactful and show awareness of the client’s frame of reference
Understand that undesired behaviours, not feelings, attitudes and motivations are the focus for change
Identify all that applied to assertive skills
a, b, and d
c, d, e, and f
a, d, e , and h
All the above

Goal is to communicate directly, stand up for your personal rights while respecting the rights of others.

Contains “I” statements that take responsibility
Assertive behavior Vs. Aggressive behavior Vs. Passive behavior
(Arnold & Boggs, 2011 p275)
Goal of dominating while suppressing the other person’s rights.

Responses often consist of “you” statements that fix blame on the other person.
Word choice
What is the purpose or objective of this information? What is the central idea, the one most important statement to be made?
What are the major points to be share, and in what order?
Is the information to be shared complete? Does it convey who, what, where, when, why and how?
Has careful consideration been given to the choice of words?
a. Vocabulary
a. Proxemics
b. Cultural variations
c. Kinesics
d. Appearance
Metacommunication is a broad term used to “describe all of the factors that influence how the message is perceived”

(Arnold & Boggs, 2007,
p. 113)
(Arnold & Boggs, 2007, p. 165)
Non Verbal style of communication
Several factors of communication influence the nurse client relationship which could be verbal or non verbal.
Behaviors that create anger in others
• Providing unsolicited advice
• Conveying idea that try to create guilt
• Offering reassurances that are not realistic
• Speaking in a way that shows you do not understand your client's point of view
• Exerting too much pressure to make a person change their unhealthy behavior
• Placing blame
• Portraying self as an infallible expert
• Using excessive histrionic language or sarcastic retorts
• Using an authoritarian tone
• Using "hot button" words that have heavy emotional connotations.
Conflict arises in every team or work environment. There are several factors that could result in conflict. If you are able to identify the causes of conflict with an open mind and with the utilization of assertive skills, you will be able to prevent conflict from escalating. Most people deal with conflicts in the wrong manner however, it is highly encouraged to appropriately practice the conflict resolution strategies to develop and strengthen these interpersonal relationships in the workplace and most importantly for patient safety.
Arnold, E., & Boggs, K. (2011). Resolving conflicts between nurse and client. In Interpersonal relationships:



Kearney-Nunnery, R. (2012). Working with groups. Advancing your career: Concepts of professional nursing.

Marriner-Tomey, A. (2004). Guide to nursing management and leadership: Types of conflicts in nursing/e

Strom-Gottfried, K. (1998). Applying a conflict resolution framework to disputes in managed care. Social Work,
Recognizing and addressing both aspect of conflict is a ultimate to conflict resolution.
For more effective conflict resolution, you are encourage to;
1- Discuss and not to argue
2-Respect others opinions
3-Address issues as a whole and not as an individual.
Before attempting to resolve a conflict it is important to investigate the cause because in most situations poor communication is always the foundation of conflict.
Advance Communication and Leadership
2. Talk about it
3. Use Tension –reducing action.
5. Evaluation
4. Defuse intrapersonal conflict
1. Identify client intrapersonal conflict situation.
Knowing the source of conflict, it’s a key to the conflict resolution strategy.
For example two nurses working together in a nursing home or retirement home can have a dispute on how a client care services is provided. For example; a diabetic client supposed to receive an insulin injection at 0900, according to the client’s chat, for the past few days client has been receiving insulin at 1100 which is two hour late. One of the nurse notices that her colleague is not following CNO medication administration standard for not administering client insulin on time, and this nurse is concerned about the effect this can have on the client and decides to confront her colleague about it. Nurse colleague might not have the same perception due to her own reasons, and this can create a conflict between two of them.
Listen to both part’s perceptions and avoid misinterpretations of the content or messages. Recognizing and addressing both aspect of conflict is a ultimate to conflict resolution.
For more effective conflict resolution, you are encourage to;
. Discuss and not to argue
. Respect others opinions
. Address issues as a whole and not as an individual.
The most effective action to resolve the conflict is active listening because during the conflict the individuals are very upset and emotional. As Nursing manager or colleague nurse who is trying to resolve the conflict you have to remain calm and let them vent to release their tension. Talk to them in soft and calm voice, and if you notice any danger, allow maximum space and exit should it become necessary.
There are different interventions you can use to defuse intrapersonal conflict.
. Identify the presence of an emotional tense
. Talk the situation through with someone
. Provide a neutral, acceptance action to reduce tension
. Evaluate the effectiveness of the strategies
. Generalize behavioral approach to other situation.

As nurse the first step in dealing with emotional responses is to be aware of the presence and assess the appropriate way of expressing emotion in the situation. If expressing the emotion does not fit the circumstance one must freely remain composed when every natural instinct argues against it. In some cases an expert is needed to resolve a long-standing conflict.
The final step is to evaluate the effectiveness of the response to emotional and the experience of confronting emotions.

In conclusion, before attempting to resolve a conflict it is important to investigate the cause because in most situations poor communication is always the foundation of conflict.
is a solution-orientated response in which we work together cooperatively to problem solve.
In this contradictory style, one party exercises power to gain his own goals at the expense of the other person.
is when we surrender our own needs in a desire to smooth over the conflict.
is withdrawing self
from a situation or person.
1. Did John's response create a nurse- client conflict, explain how?
Mrs. Brown is a 45-year-old divorcee, who has been hospitalized with COPD. She is independent of all ADL's and able to express her needs. Mrs. Brown is a well-established woman who has been working as a project manager with Rogers for over 10 years. She has been refusing care of female nurses and prefers to be cared for by only light coloured male nurses and has been requesting specifically for John as her primary nurse.
John came into the room with a basin full of warm water for AM care
As John was leaving the room after he was finish talking to Mrs. Brown, she threw the basin of water onto the floor in an angry manner while yelling out profanities.
Mrs. Brown stated “Come on in darling, could you give a hand with washing my private area?"
John cleared his throat and answered Mrs. Brown in a firm manner “Mrs. Brown we are here to establish your independence to a maximum capacity. I know you are capable of washing your private area.”
Mrs. Brown angrily replied “this is unacceptable, you are getting paid to do this, and if you don’t do it, I will report to your manager that you're refusing to provide care.”
John calmly stated “Mrs. Brown, I will request a female co-worker to assist you with your peri care”.
(Marriner-Tomey, 2004)
(Strom-Gottfried, 1998)

2. Apply all that you just learned. If you were John, would you act differently?
3. How could management resolve this conflict and prevent it from happening in the future?
Professional communication skills for nurses (6th ed.). St. Louis, Mo.: Elsevier/Saunders.



Chapter 8


43(5), 393-401. doi:10.1093/sw/43.5.393
(Kearney-Nunnery, 2012 p. 147)
This style is appropriate when the cost of addressing the conflict is higher than the benefit of resolution.
Postponing the conflict that leads to future problems thus damaging relationships.
The response is cooperative but nonassertive.
Maintaining peace but do not actually deal with the issue.
Authority may be used to suppress the conflict in a dictatorial manner that leads to increased problems in the long term.
Commitment in finding a mutually satisfying solution that is used to manage conflict.

- make mistakes
- decide how I will act
- my own opinions
- make my own decisions
- respect from other people as
a unique human being
- respect the human rights of others
- allow others to make their own decisions
- express my feelings in ways that do not violate the rights of others
- act in ways that will not be harmful to myself or to others
- accept full accountability for my mistakes
(Arnold and Boggs, 2011, p. 283-288)
(Arnold and Boggs, 2011, p. 273)
is a response style characterized by domination.
Passive behavior
Response that denies out own rights to avoid conflict.

Ex. Remaining silent and not responding to a client’s demand for narcotics every 4 hours when he displays so signs of pain out of fear that he might report you to your superior.
Mrs. Brown stated “But I am too tired this morning to help myself. Can you help me with this task just for today"
e. Clarity, timing and relevance
d. Pacing
c. Intonation
b. Meaning
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